Shopify Customer Service & Order Management Specialist

PLEASE INCLUDE A LOOM OR VOCAROO RECORDING TO BE CONSIDERED FOR THIS ROLE

PLEASE NOTE: THIS IS BOTH AN EMAIL/LIVE CHAT AND PHONE SUPPORT ROLE

E-Commerce Customer Service & Order Management Specialist

Job Title:

E-Commerce Customer Experience & Operations Specialist

Location: Remote

Are you a self-starter who thrives in a fast-paced, high-performing startup environment?

Do you embrace daily challenges and constant change as opportunities to grow? Are you tech-savvy, adaptable, and eager to make a meaningful impact on a small but mighty team?

If so, we'd love to hear from you.

About Us: We're IGE, one of the fastest-growing online retailers in the golf simulator industry.

Whether someone is building a home golf simulator, upgrading their launch monitor, designing a commercial golf facility, or creating the ultimate practice space, we help customers find the right equipment, expert guidance, and fast delivery without the confusion, delays, and poor communication that often exist in this industry.

We don't just answer emails. We solve real operational challenges every day.

We bring structure, speed, and clarity to a fulfillment process involving manufacturers, suppliers, freight carriers, installers, and customers.

We're lean. We're profitable. We move fast.

No investors. No corporate bureaucracy. No fluff.

Just great products, strong systems, and exceptional execution.

We've built the systems. We've built the processes. Now we're looking for someone who can plug into our operation and execute with consistency, clarity, and care.

Job Description:

As our E-Commerce Customer Experience & Operations Specialist, you'll become a key member of our growing team.

This is not just a customer service role. You'll play an important role in creating exceptional customer experiences while helping manage the operational side of the business.

You'll work directly with customers, suppliers, freight carriers, and internal tea ---------- mbers to ensure orders move smoothly from purchase to delivery.

This role is perfect for someone who thrives on responsibility, takes initiative, and sees growth and change as opportunities to make a lasting impact.

Responsibilities:

? Serve as the first point of contact for customer inquiries through phone, email, and live chat while delivering exceptional customer service.

? Manage the full order lifecycle, including tracking shipments, confirming timelines, handling order changes, and proactively updating customers.

? Coordinate daily with manufacturers and suppliers to ensure smooth fulfillment, resolve delays, manage backorders, and process RMAs, returns, and warranty claims.

? Work closely with freight carriers, warehouses, and suppliers to resolve shipping issues, damages, replacements, and delivery concerns.

? Assist customers with returns, warranty claims, technical support requests, and general product questions.

? Monitor customer feedback and identify opportunities to improve customer experience and operational efficiency.

? Maintain accurate records within our CRM and operational systems while ensuring clear communication across departments.

? Respond to and help resolve chargebacks, customer disputes, and payment-related issues.

? Coordinate shipment intercepts, reroutes, and delivery exceptions when necessary.

? Identify recurring issues, operational bottlenecks, and opportunities for improvement, then communicate recommendations to leadership.

? Represent Indoor Golf Essentials professionally and consistently across all customer interactions.

What You Bring:

? Fluent, accent-neutral English (C1/C2 level). Clear verbal and written communication is non-negotiable.

? 2-3+ years of customer service experience (eCommerce experience strongly preferred).

? Outstanding verbal and written communication skills with the ability to empathize, problem-solve, and de-escalate situations effectively.

? Exceptional organizational skills and the ability to thrive in a fast-changing environment.

? A growth mindset with a willingness to receive and apply feedback.

? A positive attitude, self-motivation, and a strong desire to grow personally and professionally.

? Experience working inside an eCommerce environment is preferred but not required.

Personal Traits:

? Patient, calm under pressure, and capable of handling difficult situations professionally.

? Thinks clearly, communicates clearly, and remains composed when dealing with challenging customers.

? Moves quickly without sacrificing attention to detail.

? Strong problem-solver who can make sound decisions independently.

? Anticipates issues before customers experience them.

? Highly organized and detail-oriented. Loose ends bother you.

? Takes ownership. If something is unclear, you figure it out. If something breaks, you help fix it.

? Reliable, consistent, and committed to delivering a world-class customer experience.

? Coachable, open to feedback, and committed to continuous improvement.

? Naturally helpful, empathetic, solutions-oriented, and emotionally resilient.

Why Join Us?

Startup Culture, Be part of a small, high-performing team where your work directly impacts company growth,

Fast-Paced Growth, A year's worth of change at a traditional company often happens here in a month.

Training & Support: We invest in training and provide the systems, documentation, and support needed for success.

Growth Potential: As we continue to grow, there will be opportunities for increased responsibility, leadership, and advancement.

Flexible Remote Work: Work remotely while being part of a highly collaborative team.

Paid Time Off: 14 days of paid time off annually.

Performance Bonuses: Earn additional compensation through company and team performance bonuses.

Strong Team Culture: Join a disciplined, supportive team built on clarity, communication, accountability, and ownership.

Hours & Compensation:

? Job Type: Full-Time

? Compensation: $850 USD per month

? Performance Bonuses: Consistent company performance bonuses typically ranging from 10-20% of monthly salary

? Hours: 9:00 AM - 5:00 PM EST

How To Apply:

If you're excited about working in a fast-growing eCommerce company and helping deliver exceptional customer experiences, follow the steps below:

Step 1:

Submit your resume/CV along with a 1-2 minute Loom or Vocaroo recording introducing yourself and explaining why you'd be a strong fit for this role.

Please include the Loom or Vocaroo link directly in your resume.

Step 2 (If Shortlisted):

Complete a short assessment consisting of:

? A 10-minute practical task

? 4-5 written questions designed to evaluate your communication, problem-solving ability, and decision-making process

Step 3:

Final interview with the CEO.