Customer Service Representative For Ecommerce Brand

Remote | United States | Hours: 40 hrs/week | Monday – Friday (EST business hours)

Must have prior experience working with high-volume e-commerce brands — experience with a direct response health/supplement brand is strongly preferred.

ABOUT NUTRISSA

Nutrissa is a US-based health and wellness company delivering high-quality supplements and exceptional customer experiences. We're committed to providing our customers with the best possible service at every step, from the first order to ongoing support.

ROLE OVERVIEW

As our full-time Customer Service Representative, you'll be the frontline of communication between Nutrissa, our customers, and our suppliers. You'll manage customer inquiries via email, process order changes directly in our systems, coordinate with suppliers on the status of customer orders, handle refund and damaged goods claims, and keep the team informed through regular reporting.
This is a fast-paced, high-volume role for someone who thrives under pressure and can efficiently work through a large number of customer service tickets each day.

REQUIREMENTS

Proven experience in customer service within a high-volume e-commerce environment (preferably with direct response brands in health/supplements, beauty, skincare, fashion, or a similar category)

Hands-on experience cancelling, refunding, and amending orders in Shopify is required — ideally with experience in CheckoutChamp as well

Experience with subscription-based brands is a huge advantage (please highlight this in your application if applicable)

Able to maintain high volume across an 8-hour shift while keeping quality and customer satisfaction high

Proficiency with Gmail and basic reporting in Google Sheets

Reliable internet connection and availability during EST business hours

KEY RESPONSIBILITIES

Customer Communication

Respond to customer emails promptly and professionally, addressing inquiries, concerns, and complaints
Maintain a friendly, solution-oriented tone in all communications
Track and follow up on open customer issues to ensure timely resolution

Order Management

Cancel, refund, and amend customer orders directly in Shopify (and CheckoutChamp where applicable)
Process subscription changes, pauses, and cancellations accurately
Ensure every order change is logged and reflected correctly across systems

Supplier Coordination

Communicate directly with suppliers regarding the status and fulfillment of customer orders
Escalate and resolve product issues with suppliers on behalf of customers
Follow up persistently until issues are fully resolved
Coordinate refunds and replacements for damaged or defective goods
Ensure Nutrissa is properly refunded or credited for damaged inventory

Reporting

Prepare and submit end-of-day reports summarizing daily activity, open issues, and resolutions
Compile end-of-week reports highlighting key metrics, trends, and outstanding items
Flag recurring issues or patterns to help the team improve processes

Team Collaboration

Attend a weekly 20-minute tea ---------- eting
Contribute updates, insights, and feedback during team check-ins
Collaborate with teammates to improve the overall customer experience

WHAT WE OFFER

Flexible, remote work schedule (Monday – Friday)
A supportive and collaborative team environment
The opportunity to grow with a fast-moving company in the health and wellness space
Hands-on experience across customer service, order management, supplier coordination, and operations

HOW TO APPLY

If you're a proactive communicator who takes ownership of problems and sees them through to resolution, we'd love to hear from you. Please send your resume and a brief cover letter explaining why you're a great fit for this role and your experience with high-volume e-commerce brands — especially subscription-based ones like Nutrissa. Be sure to mention your hands-on experience managing orders in Shopify (and CheckoutChamp, if applicable).

Nutrissa is an equal opportunity employer.