Customer Service Agent

Client of Scale Army

Role Overview

The Customer Service Agent will serve as the frontline of the support team, handling inbound customer inquiries via phone and email while delivering seamless resolutions for U.S.-based customers. The Customer Service Agent will navigate multiple internal systems to manage order-related issues, shipping concerns, and escalations in line with established SLAs and SOPs. This is a Tier 1 support role with clearly defined escalation paths and robust onboarding support.

Location

Fully Remote (Work from Home) | 9 AM - 5 PM EST

Key Responsibilities

Customer Support & Communication

• Handle inbound customer inquiries via phone and email with professionalism and efficiency

• Assist customers with order tracking, shipping updates, returns, exchanges, and product questions

• Process cancellation and modification requests in a timely manner with particular urgency on Mondays to address weekend ticket backlog

• Maintain a positive customer experience aligned with brand standards at all times

Systems & Tools Navigation

• Navigate multiple platforms simultaneously including CRM, ERP, WMS, and website backend to resolve customer issues efficiently

• Document all customer interactions accurately in Zendesk or the designated ticketing system

• Utilize Microsoft Office and standard computer tools as part of daily workflow

Logistics & Claims Management

• File claims with carriers including FedEx, UPS, and USPS for damaged or lost shipments

• Create shipping labels and support logistics-related tasks as needed

• Coordinate with internal teams to follow up on open carrier cases

SLA Adherence & Escalation

• Meet established SLA targets: first reply within 8 business hours; full resolution within 24 48 hours

• Escalate complex or unresolved cases to Tier 2 on-site supervisor team following established protocols

• Work closely with the supervisor and internal escalation team to maintain service quality

Qualifications Experience

• 2+ years of customer service experience with demonstrated, hands-on experience handling live phone calls this is non-negotiable

• Proven experience working with a CRM platform (Zendesk preferred; any comparable tool is acceptable)

• Experience managing multiple software systems simultaneously in a customer-facing environment

• Familiarity with ERP systems such as NetSuite or SAP is a strong plus

• Experience with WMS (Warehouse Management Systems) or order management platforms is advantageous

• Prior experience supporting U.S. customers, with familiarity with U.S. customer service expectations, is a strong plus

• Experience filing carrier claims or coordinating with logistics providers (FedEx, UPS, USPS) is a plus

• Familiarity with Shopify or similar e-commerce platforms is a plus

Qualifications Skills

• Strong attention to detail capable of managing multiple systems and tasks simultaneously without errors

• Calm under pressure able to maintain composure and quality during high-volume periods

• Reliable and accountable consistent follow-through on commitments and SLA targets

• Proactive communicator takes initiative to update customers and internal teams before issues escalate

• Tech-savvy comfortable learning new systems quickly and adapting to changing tools

• Reliable internet connection and personal equipment ready to work remotely from day one

• Bilingual in Spanish is helpful but not required

Opportunity

This is an opportunity to join a growing, process-driven e-commerce support team where your work directly impacts customer satisfaction and brand loyalty. You'll be part of a collaborative remote environment with clear escalation paths, strong SOPs, and an onboarding process built to set you up for success. If you take pride in delivering great customer experiences and want a stable, full-time remote role supporting a high-volume U.S. brand, this is the right fit for you.