Sobre

**PLEASE INCLUDE LOOM OR VOCAROO TO BE CONSIDERED FOR THIS ROLE** **PLEASE NOTE THIS IS BOTH A EMAIL/LIVE CHAT & PHONE SUPPORT ROLE. E-commerce Customer Service & Order Management Specialist Job Title: E-Commerce Customer Service & Order Fulfillment 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 Solar Guys Pro — a fast-growing e-commerce startup simplifying the chaos of buying solar equipment. Whether someone is building an off-grid cabin, securing home backup power, or designing a full solar array, we help customers get the right products, expert guidance, and fast delivery — without the confusion, delays, and outdated systems that plague this industry. We don’t just answer emails — we solve real operational challenges at scale. We bring structure, speed, and clarity to a complex supply chain. We’re lean. We're profitable. We move fast. No investors. No fluff. Just clean systems, clean energy, and clean execution. We’ve built the systems. We’ve built the process. Now we’re looking for someone who can plug into our operational engine and execute with consistency, clarity, and care. Job Description: As our E-Commerce Customer Service & Order Fulfillment Representative, you’ll be the first dedicated customer service hire in our growing company. This is not just a representative role—you will be the foundation of our customer service operations, setting the standard and shaping processes as we expand. Your contributions will directly impact our growth, and you’ll have the opportunity to help us build a team as we scale. 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 all customer inquiries, providing exceptional support through phone, email, and live chat to resolve issues, process orders, and offer product guidance. ● Manage the full order lifecycle — tracking shipments, confirming timelines, handling order changes, and keeping customers updated at every step. ● Coordinate daily with suppliers to ensure smooth fulfillment, resolve delays, manage backorders, and process RMAs, returns, and warranties. ● Collaborate with logistics and warehouse teams to address issues like shipping discrepancies, returns, and replacements. ● Assist customers with returns, RMAs, warranty claims, and technical support. ● Monitor customer feedback and work to refine and improve our customer service processes for consistent excellence. ● Represent the company as the core of our customer service team, embodying our values and commitment to customer satisfaction. ● Maintain accurate records in CRM systems and ensure clear communication across teams. ● Respond to and intercept chargebacks, communicate with customers to resolve disputes, and document all resolution steps. ● Intercept shipments when needed to prevent incorrect or unwanted deliveries and coordinate actions with suppliers and carriers. ● Identify patterns, recurring issues, and opportunities to improve processes — and communicate insights to leadership. What You Bring: ● Fluent, accent-neutral English (C1/C2 level) — clear verbal and written communication is non-negotiable ● 2-3+ year of hands-on customer service experience (eCommerce experience strongly preferred) ● Outstanding verbal and written communication skills, with the ability to empathize and problem-solve effectively. ● Exceptional organizational skills and the ability to thrive in a fast-changing environment. ● A growth mindset with a willingness to take and apply feedback. We are a performance-based company and cannot afford closed-minded individuals. Everyone on our team is expected to be open to learning and improvement. ● A positive attitude, self-motivation, and a hunger to grow personally and professionally. ● Experience working inside an eCommerce environment (preferred, not required) Personal Traits: ● You are patient, calm under pressure, and capable of handling stressful situations professionally ● You think clearly, communicate clearly, and stay composed — even when dealing with difficult customers ● You move fast without sacrificing accuracy ● You’re a problem-solver — you can think deeply and make sound decisions on the fly ● You anticipate issues before the customer ever feels them ● You’re highly organized and detail-oriented — loose ends bother you ● You take ownership — if something is unclear, you figure it out; if something breaks, you fix it ● You’re reliable, consistent, and take pride in delivering a world-class experience ● You’re coachable, open to feedback, and always improving ● You’re naturally helpful, empathetic, and solutions-driven, and emotionally resilient Why Join Us? (Benefits) 🏖️ ● Startup Culture: Be part of a small, high-performing team where your work has a direct impact. ● Fast-Paced Growth: A year’s worth of changes at a typical company happens here in a month. ● Training & Support: We invest in your development and provide all the tools you need to succeed. ● Growth Potential: As our first dedicated customer service hire, you’ll have the chance to grow with the company and help us shape our future team. We also have periodic bonuses due to rapid growth that are usually around 10-20% of monthly salary. ● Flexible Work: Remote work to fit your lifestyle. ● 10 Days Paid Time Off ● Performance Bonuses – Earn more based on company and team results ● Strong Team Culture – Join a supportive, disciplined team built on clarity, communication, and ownership Hours & Pay: ● Job Type: Full-time ● Pay: $650 USD per month (With consistent team bi-monthly bonus of 10-20% of salary due to rapid growth) ● Hours: 9:00AM - 7:00PM EST How to Apply If you’re ready to embrace the challenge of working in a high-growth startup and helping to shape the future of solar energy, follow the following steps: Step 1: Submit your CV/resume and a 1–2 minute Loom video (please include the Loom Link) introducing yourself and explaining why you’re a strong fit for the role. Step 2 (If shortlisted): Complete a short 10-minute test task and answer 4–5 written questions to assess your strategic thinking. Step 3: Final interview with the CEO.