E-Commerce Customer Service Specialist

Job Description

Job Description

Position Summary

BingLtd. is seeking a highly organized, customer-focused E-Commerce Customer Service Specialist to support our growing butcher block countertop and related wood products business.

This role is responsible for providing fast, accurate, and professional support to online customers purchasing butcher block countertops, table tops, shelves, and related wood products. Communication channels include phone, email, website chat, marketplace messages, and social media. You will work closely with sales, warehouse, shipping, and purchasing teams to ensure an excellent customer experience and order accuracy.

Key Responsibilities

• Manage pre- and post-sale customer inquiries across multiple channels (phone, email, live chat, and online marketplaces).
• Assist customers with product selection, wood species options, sizes, dimensions, finishes, shipping lead times, installation questions, returns, and warranty issues.
• Provide recommendations for complementary products such as kitchen island posts, corbels, and floating shelves.
• Review and process website and marketplace orders accurately, including verifying product specifications, shipping information, freight requirements, and inventory.
• Coordinate with warehouse and shipping departments for timely order fulfillment.
• Monitor order status and communicate delays, backorders, damage claims, or shipping issues to customers promptly.
• Maintain product knowledge on various wood species (hevea, maple, oak, acacia, teak, birch) and care instructions.
• Respond to customer messages and reviews from the company website, Amazon, Walmart, Wayfair, Etsy, and other online sales channels.
• Enter notes and update customer interactions in CRM or order management systems.

Qualifications Required Qualifications

• High school diploma or equivalent required (associate degree preferred).
• 2+ years of customer service, e-commerce support, inside sales, or order processing experience.
• Strong written and verbal communication skills.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Strong problem-solving and conflict resolution skills.
• Comfortable working with dimensions, measurements, and product specifications.
• Proficient in Google Gmail, Chat, Docs, Sheets as well as CRM systems, E-commerce platforms, and order management and inventory software.

Preferred Experience

• Experience with online retail, home improvement, furniture, cabinetry, woodworking, or building materials.
• Familiarity with LTL freight shipping and oversized product delivery.
• Experience with platforms such as Shopify, BigCommerce, Finale Inventory, HubSpot, or Zoho CRM.
• Knowledge of butcher block countertop installation, care, or woodworking products.

Ideal Candidate Traits

• Friendly and patient with customers.
• Detail-oriented and highly organized.
• Able to remain calm under pressure.
• Team player with strong follow-through.
• Motivated to help grow Bing Ltd.’s butcher block countertop division.

Benefits:

Retirement plan, dental, vision, life insurance, critical illness, short term disability, paid time off and paid holidays.