E-commerce Customer Support
1 week ago
WALLHACK Copenhagen, Capital Region of Denmark, Denmark
1 week ago Be among the first 25 applicants
About The Role
Join WALLHACK as a versatile specialist overseeing three core areas: customer support, logistics coordination, and e-commerce administration. You'll be the backbone of our operations, ensuring seamless order fulfillment, optimizing last-mile delivery, and enhancing customer satisfaction. This role offers the chance to grow within a dynamic startup environment while directly impacting our global customer experience.
- Resolve global customer tickets and collaborate with carriers/3PLs to ensure timely order fulfillment.
- Update and maintain customer care SOPs to align with company goals and ensure our regional customer care facilitators are up to date.
- Proactively communicate with customers about order exceptions (e.g., address changes) to prevent delivery delays.
- Identify and share last-mile efficiency opportunities with the team.
- Stay updated on customer care software and tools to optimize service workflows.
- Act as the first point of contact for customer inquiries across email, chat, and phone, providing timely and outstanding technical assistance.
- Manage customer complaints, inquiries, and escalations professionally, ensuring swift resolution.
- Oversee customer interactions on platforms, ensuring positive engagement with our customers.
- Document customer interactions, identify recurring issues, and collaborate with internal teams to improve processes.
- Provide actionable feedback to departments to address customer pain points and improve our offerings.
- Use tools like Gorgias and Shopify to manage tickets and orders, ensuring smooth operations.
- Handle negative review management on platforms like Amazon, addressing concerns to enhance customer satisfaction.
- Maintain and update product data in the PIM system for new launches.
- Optimize Shopify integrations with 3PLs/carriers to automate tracking and fulfillment.
- Improve automation workflows across e-commerce platforms.
- Conduct daily checks with 3PLs to address missed/delayed orders.
- Manage KOL (Key Opinion Leader) bulk shipping, order creation, and tracking.
- Coordinate with freight forwarders to organize shipments and ensure accurate documentation (e.g., customs, invoices).
- Proactively track shipments and resolve delays with 3PLs (third-party logistics providers).
- Monitor Shopify inventory levels to prevent stockouts and update 3PL IMS systems to resolve order errors.
- 2+ years of experience in logistics coordination and e-commerce customer service.
- Proficiency with Shopify, ERP systems, and IMS platforms.
- Strong understanding of last-mile optimization and 3PL/carrier workflows.
- Detail-oriented problem solver with a track record of improving processes.
- Startup mindset: proactive, adaptable, and eager to take ownership.
- Experience with PIM systems, Gorgias and e-commerce automation tools.
- Knowledge of global shipping documentation (e.g., customs forms).
- Gaming enthusiasts advantageous but not essential.
- Impact: Directly shape customer experiences and logistics strategies.
- Growth: Opportunities to expand your role in a fast-paced startup.
- Innovation: Work with cutting-edge tools to streamline e-commerce workflows.
If you thrive in multitasking, love turning challenges into solutions, and want to grow with a passionate team, we'd love to hear from you
Seniority levelEntry level
Employment typeFull-time
Job functionCustomer Service
IndustriesComputer Games and Mobile Gaming Apps
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