Ecommerce Customer Service Specialist

About Eisco Scientific | ENALAS Group At ENALAS, we exist to make a difference—with our products, our people, and our purpose. As the parent company of Eisco, a global leader in scientific manufacturing and education, we're passionate about science, service, and supporting our partners. From classrooms to laboratories and more, we help fuel curiosity, creativity, and discovery every single day.

The Role:

We are looking for a proactive, detail-oriented, and highly communicative Ecommerce Customer Service Specialist to serve as the primary point of contact for customers across all digital sales channels for two of our brands—Eisco Scientific and HBarSci. This is a multi-brand, multi-channel role. You will handle a significant volume of customer interactions across Amazon, Shopify, eBay, Walmart, email, and phone—simultaneously. Strong written and verbal communication is the most important quality we're hiring for. If you can communicate clearly and professionally with customers, internal teams, and leadership, and you're comfortable navigating a computer, we can teach you the rest. This role goes beyond answering questions. You will own order management workflows, process returns and refunds, track and report on customer service trends, and help build the systems and documentation that make our CS operation more efficient over time.

Key Responsibilities:

Customer Communication Respond to customer inquiries across all ecommerce platforms: Amazon, Shopify, eBay, and Walmart Manage and respond to direct customer emails across Eisco and hBarSci inboxes with professionalism and speed Answer inbound customer phone calls and provide real-time support Maintain a goal of zero unread or unresolved customer messages across all channels Follow up on overnight and weekend customer inquiries promptly at the start of each business day Communicate clearly with customers on order status, product questions, replacements, and resolutions Order Management Process order cancellations, edits, and special requests in coordination with the operations team Create replacement orders when products are damaged, missing, or incorrectly shipped Document and submit breakage and mis-ship information to operations for tracking and resolution Coordinate with warehouse, purchasing, and manufacturer partners to investigate and resolve order issues Update product listings (availability, shipping info, product details) as needed based on discovered issues or customer feedback Returns & Refunds Process customer return requests in accordance with each platform's policies and internal escalation protocols Issue refunds and manage return authorizations accurately and in a timely manner Flag return trends or recurring issues to the ecommerce lead Reporting & Process Improvement Track and monitor key customer service

KPIs:

open inquiries, resolution times, volume by channel, and escalations Identify trends in customer questions or issues and communicate insights to internal teams (ecommerce, product, operations) Support the setup and maintenance of tools such as ticketing systems, canned responses, and escalation SOPs Document solutions and contribute to a growing internal knowledge base Assist with drafting and refining response templates to improve consistency and speed

Required Skills & Experience:

Exceptional written and verbal communication skills—clear, professional, warm, and customer-first in every interaction 2-4 years of experience in customer service, client support, or a related customer-facing role Solid computer skills: ability to navigate multiple platforms, tabs, and tools simultaneously without hand-holding High degree of organization—you can juggle multiple open requests without dropping anything Comfort with a fast-paced, changing environment where priorities shift and no two days look the same Ability to work independently, take ownership, and follow through reliably Experience resolving customer issues by collaborating across teams

Preferred Qualifications:

Familiarity with at least one ecommerce platform (Amazon, Shopify, eBay, or Walmart) Experience with a CRM or helpdesk/ticketing system (e.g., Pipedrive, Zendesk, Gorgias, HelpScout) Comfort with writing customer response templates, SOPs, or help documentation Basic experience with tracking and reporting on customer service metrics Experience supporting science, lab, or technical product questions

Working Conditions:

Fast-paced entrepreneurial environment; no two days are exactly alike. Standard office environment with occasional need for light lifting (up to 25 lbs). Typically works in an office with adequate lighting and ventilation and a normal range of temperature and noise level. Diversified work assignments; new situations arise regularly and require judgment to resolve Frequent volume and deadlines are a routine part of this role—not an exception Working hours Monday - Friday, may require extended hours based on the needs of the business Eisco LLC is an equal opportunity employer. All employment decisions are based on qualifications, merit, and business need. Disclaimer, Approval, Signature This job description is intended to convey information essential to understanding the scope of the position. It is not intended to be an exhaustive list of qualifications, skills, duties, responsibilities, or working conditions associated with the role.

Job Type:

Full-time Pay:

$20.00 - $25.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Parental leave Referral program Application Question(s): How do you make sure customers feel heard and helped, even when you can't give them exactly what they want? Have you worked with any ecommerce platforms (like Amazon, Shopify, eBay, or Walmart)? If yes, briefly describe what you did.

Education:

High school or equivalent (Required)

Experience:

Customer Service:

2 years (Required) Ability to

Relocate:

Honeoye Falls, NY 14472: Relocate before starting work (Required)

Work Location:

In person