Online Order Representative

Job Title: Online Order Representative

Monthly Pay: $3,868 - $5,777 USD per month

Summary:

A customer question about an online order arrives, gets checked, answered, recorded, and closed with clear notes. The Online Order Representative follows each request from initial contact through a helpful resolution, helping customers understand order status, product availability, delivery updates, cancellations, and return options. Clear, accurate responses matter because they help customers make informed choices and keep online order activity moving smoothly. Working under a customer service team lead, this role works closely with customers, the support team, online retail operations colleagues, and fulfillment contacts. This fully remote, work from home position is based in New York, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Receive online order questions through a shared queue, customer emails, service tickets, and chat requests, then identify the customer need and order reference.

• Review order details, item availability, shipment updates, delivery information, cancellation requests, and return requests in the appropriate systems.

• Use an ecommerce platform such as BigCommerce to locate order activity, review product details, and provide accurate updates to customers.

• Record each interaction, actions taken, customer preferences, and next steps in a CRM such as SugarCRM.

• Respond to customers with clear product or service information, expected next steps, and practical guidance that matches available order details.

• Create and update service tickets in a support platform such as Gorgias so requests remain visible from first contact through resolution.

• Verify entered order information against available system details and correct straightforward errors before confirming an update with the customer.

• Follow up on open requests when an update is needed, a customer response is pending, or a promised next step has not been completed.

• Escalate unusual order issues, unavailable items, repeated delivery concerns, or system discrepancies to the customer service team lead or appropriate operations contact.

• Maintain simple tracking notes using spreadsheets and data entry tools such as LibreOffice Calc when assigned by the team lead.

• Meet quality expectations through accurate information, timely turnaround, complete notes, respectful communication, and reliable follow-up.

Qualifications:

• High school diploma or equivalent.

• No experience required; related experience supporting online orders, retail customers, or customer questions preferred.

• Familiarity with online shopping workflows, order status updates, product details, cancellations, and return requests preferred.

• Ability to learn an ecommerce platform such as BigCommerce, a CRM such as SugarCRM, and a support platform such as Gorgias.

• Ability to read order details carefully, compare information across systems, and explain next steps in plain language.

• Comfortable communicating professionally with customers and internal contacts through written messages and chat.

• Ability to maintain organized notes, manage a shared queue, and follow established procedures for routing requests.

• Reliable computer, high-speed internet, and a quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.

• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work from a dedicated home workspace.

• Structured onboarding and training on the named systems, order workflows, and customer response practices.

• Regular check-ins with the customer service team lead for guidance, feedback, and question review.

• Skill building in online order support, return coordination, ecommerce systems, and customer communication.

• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.