Job Description

Ecommerce Customer Service Associate

Location: Waco, Texas; On-Site

Department: Digital

Reports to: Ecommerce Operations Manager

Summary: Sendero Provisions Co. is seeking a Customer Service Associate to support our growing ecommerce business. You will serve as the frontline representative of our brand, handling customer inquiries across multiple channels while delivering exceptional service. This role requires strong communication skills, problem-solving abilities, and a passion for creating positive customer experiences that reflect our brand values. You'll be an essential part of our digital team, helping to build customer loyalty through responsive and thoughtful support.

Essential Duties and Responsibilities: (Additional responsibilities may be assigned as needed)

Customer Communication:

• Respond to customer inquiries via email, chat, and phone in a timely manner
• Address product questions, shipping concerns, and order status updates
• Maintain a friendly, professional tone that reflects our brand voice
• Document all customer interactions in our service platform
• Meet or exceed response time and resolution metrics

Order Management:

• Process orders, exchanges, and returns according to company policies
• Coordinate with warehouse team on special requests or expedited orders
• Track and follow up on outstanding customer issues until resolution
• Identify and escalate complex issues to management when appropriate
• Provide accurate shipping and delivery information to customers

Problem Resolution:

• Troubleshoot and resolve customer complaints or technical issues
• Process refunds, store credits, or replacements as authorized
• Identify patterns in customer feedback that may indicate larger issues
• Propose solutions to recurring customer problems
• Turn negative customer experiences into positive outcomes

Product Knowledge:

• Maintain comprehensive knowledge of all Sendero products and offerings
• Stay informed about new product launches, promotions, and policies
• Provide accurate information about product features, materials, and care
• Assist with updating product information and FAQs as needed
• Make appropriate product recommendations to customers

Team Support:

• Assist team members during high-volume periods
• Share knowledge and best practices with the customer service team
• Participate in regular team meetings and training sessions
• Help develop and refine customer service processes
• Contribute to a positive team environment

Required Qualifications:

• 1+ years of customer service experience
• Excellent written and verbal communication skills
• Strong attention to detail and problem-solving abilities
• Basic computer proficiency and ability to learn new systems quickly
• Ability to multitask and prioritize in a fast-paced environment
• Positive attitude and patience when dealing with challenging situations

Preferred Qualifications:

• Experience with Shopify or similar ecommerce platforms
• Background in retail, apparel, or outdoor industry
• Familiarity with Zendesk, Gorgias, or similar customer service software
• Knowledge of basic inventory and order management concepts
• Experience with social media management or community engagement

Physical Requirements:

• Extended periods of sitting and computer work
• Ability to communicate clearly by phone
• Occasional light lifting (up to 15 pounds)

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