Mavi is seeking a highly motivated E-commerce Customer Service Coordinator to join our growing team. In this entry-level role, you will support customers across multiple platforms and help ensure a smooth post-purchase experience. The ideal candidate is detail-oriented, customer-focused, and eager to learn new systems and processes in a fast-paced e-commerce environment. Full training will be provided on all tools and responsibilities.
Key Responsibilities:
- Process and update customer orders using SAP and Shopify systems
- Manage order cancellations, shipping address changes, and item/size updates
- Resolve shipping and delivery issues, including lost packages and delays
- File and manage UPS claims through email and claim portals
- Understand and differentiate between various claim processes
- Handle product issues, including defects, damages, and warranty cases
- Create Return Authorizations (RA) in SAP and manage return workflows
- Process replacement orders in Shopify for lost or defective items
- Provide customer support through Zendesk ticketing system
- Respond to customer inquiries using templates, macros, and best practices
- Handle customer calls using Dialpad
- Assist customers with promotions, promo codes, and return-related inquiries
- Apply company policies, including return processing fees and warranty guidelines
- Resolve common customer questions and concerns in a timely and professional manner
Qualifications:
- Bachelor’s degree in Business, Communications, or a related field
- Strong written and verbal communication skills
- Basic computer proficiency and ability to learn new systems quickly
- High attention to detail with strong problem-solving abilities
- Positive attitude and willingness to learn and grow
- 1-2 years of customer service or retail experience preferred
- Familiarity with e-commerce platforms such as Shopify, SAP, and Zendesk preferred