Ecommerce Customer Service Representative

• Serve as the primary point of contact for global customers purchasing through our Shopify e-commerce platform.
• Manage and respond to customer inquiries via email, live chat, and phone in a professional and timely manner.
• Process orders, returns, and exchanges within the Shopify backend.
• Track and follow up on order status, shipping updates, and delivery issues to ensure customer satisfaction.
• Collaborate with internal teams including warehouse, logistics, sales, and marketing to support the fulfillment process.
• Monitor and escalate website issues or customer experience feedback to appropriate teams for resolution.
• Maintain accurate records of customer interactions and transactions.
• Support the optimization of the online store experience by providing customer insight and reporting trends.
• Assist in maintaining product listings, updating SKUs, and managing inventory visibility on Shopify.

• Strong verbal and written communication in English.
• Proficiency in using Shopify and familiarity with digital commerce tools and order management systems.
• Customer-first mindset with the ability to problem-solve and remain calm under pressure.
• High attention to detail and accuracy in order tracking and communication.
• Time management and ability to multitask in a fast-paced environment.
• Team player with cross-functional collaboration skills.
• Basic knowledge of international shipping and fulfillment processes is a plus.

• Education:

• High school diploma required.
• Post-secondary education in Business, Marketing, E-commerce, or related field preferred.

• Experience:

• Minimum of 2 years of experience in a customer service or e-commerce support role.
• Hands-on experience using Shopify is required.
• Experience working with international customers and logistics is an asset.

• Languages:

• Fluency in English (written and spoken) is required.
• Additional languages are a plus, but not mandatory.

• Work Environment:

• Standard office or remote work setting.
• Occasional meetings with global stakeholders via video call.
• Flexibility required to support customers across different time zones.

• Lifting Requirements:

• Minimal physical lifting required (up to 10 kg occasionally for sample handling or office supplies).
• This position is primarily computer-based with extended periods of sitting and screen time.

• Apply the THINK process to ensure no harm to people, property or environment.
• Correctly use required safety equipment, PPE and follow Standard Work Procedures.
• Comply with the Golden Rules of Safety and the Rules of the Road.
• Use Stop Work Authority to control unsafe conditions and stop unsafe acts.
• Report all incidents.

Boart Longyear