Shopify Inbound Order Specialist (Phone & Live Chat - Graveyard Shift / Call Center Exp Required)

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TYPE OF WORK

Part Time

SALARY

$6 per hour

HOURS PER WEEK

TBD

DATE UPDATED

Sep 26, 2026

JOB OVERVIEW

Summary
Customer Order Taker position at Carla’s Cookie Box, a Toronto-based online bakery.

Role details:

HOURS & COMPENSATION

• 20 hours per week, Monday–Friday
• Proposed schedule: 11:00 a.m.–3:00 p.m. Eastern Time, with flexibility to agree on different start and end times
• $6–$7 USD per hour, depending on relevant experience and demonstrated ability
• Long-term position

Once we agree on a schedule, you must be consistently available for the full shift. Please confirm your availability and what the proposed hours would be in your local time.

ABOUT THE ROLE

This is a customer-facing order-taking position, rather than a general administrative VA role. Your primary responsibility will be helping new customers place regular and corporate orders accurately and efficiently through phone, live chat and email.

RESPONSIBILITIES

• Answer incoming order calls promptly and professionally
• Respond to new order inquiries through live chat and email
• Answer questions about products, flavours, pricing, pickup, local delivery and shipping using our approved information
• Help customers select products, quantities and options
• Prepare regular and corporate quotes while the customer is on the phone or chat whenever possible
• Collect and verify customer details, product selections, fulfilment method, addresses and dates
• Repeat the complete order back to the customer before creating the invoice
• Create accurate Shopify draft orders and email secure invoices and payment links
• Remain available while customers review their quotes and complete checkout
• Verify the payment status in Shopify before confirming an order as paid
• Follow up on unpaid quotes according to company procedures
• Document conversations and next steps in Re:amaze and Shopify
• Return missed order calls promptly during your shift
• Transfer existing paid-order problems, complaints, tracking inquiries, claims and refund requests to the Main VA with complete notes

CORPORATE ORDERS

• Provide product quotes during the initial conversation whenever possible
• Prepare Shopify draft orders and invoices
• Explain that shipping to multiple addresses is calculated separately
• Send the approved multi-address spreadsheet when required
• Review returned address spreadsheets for missing information
• Prepare or coordinate the complete shipping quote for return to the customer the same business day, once all required information is available

REQUIRED EXPERIENCE

• Strong professional spoken and written English
• Previous phone-based customer service, call-centre, inside-sales or order-taking experience
• Confidence guiding live customer conversations
• Hands-on Shopify experience, including creating draft orders, quotes or invoices and sending payment links
• Ability to work quickly while maintaining accuracy
• Excellent attention to product options, quantities, addresses, pricing and dates
• Comfort handling phone, chat and email inquiries during the same shift
• Reliable high-speed internet, a quiet workspace and a professional headset
• Ability to remain calm, organized and helpful when several inquiries arrive at once
• Willingness to follow detailed procedures and escalate questions rather than guess

PREFERRED EXPERIENCE

• Re:amaze, Gorgias, Zendesk or a similar support platform
• RingCentral or another business phone system
• E-commerce order management
• Corporate quoting or sales administration
• Multi-address gifting or shipping coordination
• Converting customer inquiries into paid orders

IMPORTANT REQUIREMENTS

• Customers must enter payment information through Shopify’s secure checkout. You must never collect or record credit-card details.
• No unauthorized discounts, free shipping or custom pricing.
• Shipping dates and delivery dates must be explained accurately.
• Accuracy, initiative, professional communication and dependable attendance are essential.

HOW TO APPLY — Applications that do not follow these instructions will not be considered
Please send:
1. Your updated resume highlighting your Shopify, phone customer service and order-taking experience.
2. A 60-second audio or video introduction. Tell me briefly about your previous phone/order-taking experience. This allows me to hear how you communicate with customers.
3. Answer this scenario in your own words:
INITIATIVE SCENARIO
You are speaking with a corporate customer who wants to order 20 holiday gift boxes. They are interested in ordering, but their event is approaching and they are concerned our normal shipping option may not arrive in time.
You know the following:
- You cannot promise a delivery date that has not been confirmed.
- You cannot offer an unauthorized discount, free shipping or special price.
- Pickup and local delivery may be options depending on the customer's location.
- You may contact the shipping carrier to investigate available service options.
- The Main VA is currently offline.
- You are expected to make a reasonable effort to save a potential order rather than simply telling the customer it cannot be done.
What specific steps would you take while the customer is still on the phone or chat? What would you do next if you could not immediately confirm an option?
Please do not give me a general customer-service response. I want the actual steps you would take.

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