Customer Service Advocate

4 weeks ago


Irvine, California, United States Edward Martin Full time
About Edward Martin

We are an online porcelain tile e-commerce platform catering to a wide range of clients, including Architects, Interior Designers, Pool Designers, General Contractors, Tile Installers, and Homeowners with a keen interest in Interior Design and DIY Projects.

About the Job

We are seeking a motivated and friendly Customer Service Representative to provide top-notch customer support through email, phone, and Shopify chat, ensuring every customer has a seamless and positive experience with their orders.

Key Responsibilities
  • Respond to customer inquiries via email, phone, and Shopify chat regarding order status, tracking, and shipping updates.
  • Assist customers in modifying their orders, including changes to quantity, shipping details, or products.
  • Handle claims related to tile breakage, lost shipments, or damaged goods, working towards effective resolutions.
  • Provide prompt follow-ups on sample orders and ensure customers receive requested samples.
  • Resolve customer concerns and manage difficult interactions by de-escalating situations and ensuring a positive customer experience.
  • Collaborate with shipping carriers to track orders and resolve delivery issues.
  • Interface with the sales team to coordinate on customer orders, modifications, and ensure seamless communication between departments.
  • Collaborate with architects, designer clients, general contractors, and tilesetters, providing support and ensuring their unique needs are met.
  • Assist customers with any product-related questions.
  • Gather and report customer feedback to help improve products and services.
Desired Skills & Experience
  • Must have experience in the tile and flooring industry.
  • Minimum 1-2 years experience in customer service, preferably in e-commerce.
  • Familiarity with handling shipping claims and order modifications is a plus.
  • Must work well independently, manage time efficiently, and keep detailed records of customer interactions.
  • Strong written and verbal communication skills in English.
  • Experience using Shopify, email platforms, and communication tools.


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