Job Description
Company Description FY International LLC is a U.S.-based company founded in 2013 that has evolved from multi-platform e-commerce operations into an AI-driven e-commerce and logistics provider. Leveraging extensive experience in high-volume online retail across Amazon, Walmart, eBay, and other marketplaces, the company now supports sellers with AI-customized systems and services. Its flagship FYERP platform and DigiPassport Amazon SP-API module offer dedicated, end-to-end solutions for Amazon Selling Partners and multi-channel e-commerce teams. FY International delivers AI-powered operations, marketing, product selection, and analytics to help businesses optimize orders, inventory, customer service, shipping, and returns. The company also brings deep expertise in consumer electronics retail and R2V3-aligned refurbishment and reverse logistics, enhancing its lifecycle and returns capabilities.
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Role Description The E-Commerce Customer Service Specialist is a full-time, on-site role based in Salem, NH. This role handles day-to-day customer interactions across online marketplaces, responding to inquiries via phone, email, and messaging platforms and ensuring timely, accurate resolution of issues related to orders, deliveries, returns, and product information. The specialist will manage customer tickets, communicate with internal operations and logistics teams, and document all interactions in the company’s systems. Responsibilities include monitoring customer feedback, identifying recurring issues, and suggesting process improvements to enhance the overall customer experience. The role also involves maintaining professional communication standards, following marketplace policies, and supporting ongoing initiatives to improve customer satisfaction across platforms.
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Qualifications
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- Strong customer-facing skills, including Customer Support and Customer Service capabilities to manage inquiries, complaints, and resolutions effectively.
- Experience focused on Customer Satisfaction and Customer Experience, with the ability to identify pain points and propose improvements.
- Professional Phone Etiquette and clear written communication skills for interacting with customers across multiple channels.
- Familiarity with e-commerce platforms (such as Amazon, Walmart, eBay) and basic order management or CRM systems.
- Ability to work on-site in Salem, NH, with strong time management, organization, and attention to detail.
- Comfort handling high volumes of customer interactions while maintaining accuracy and composure.
- Bachelor’s degree or higher required; post-secondary education or relevant certifications in customer service or business are a plus.
- Prior experience in e-commerce, logistics, or consumer electronics retail is beneficial.
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Benefits
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- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
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招聘启事：电商客服专员
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工作地点：Salem, NH（波士顿北郊）
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公司性质：电商公司
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岗位职责
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1. 客户服务与售后处理：负责多渠道日常客户沟通，高效处理咨询、客诉、退换货及退款，维护良好的品牌形象与客户满意度
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2. 订单与物流跟踪：跟进订单处理全流程，协调仓库与物流承运商，跟进逆向物流（退货），确保履约顺畅与准确
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3. 客服数据分析与报告：定期汇总分析客服数据（如响应时长、满意度、退换货原因、常见客诉等），输出数据分析报告，识别体验痛点与潜在业务风险
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4. 账号安全与合规维护：监控平台账号绩效指标及买家反馈，及时预警并配合处理合规与风控问题，保障账号安全
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5. 流程优化与系统应用：熟练运用电商平台后台及 ERP 系统，基于日常服务与退换货数据反馈，协助优化客服与履约流程
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6. 跨部门协作：配合运营、仓库及远程支持团队，推动客诉快速解决，助力团队整体服务 KPI 的达成
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任职要求
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- 本科及以上学历，英语可作为工作语言（具备良好的书面与口语沟通能力）
- 有电商客服、售后、物流或平台运营相关经验者优先
- 具备较强的数据敏感度，熟练使用数据分析工具进行数据整理与分析优先
- 熟悉电商订单、退换货流程及 ERP/客服系统操作者优先
- 逻辑清晰，具备良好的沟通协调能力
- 欢迎优秀的应届毕业生，公司提供完善的专业培训与晋升通道
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福利待遇
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- 具有竞争力的薪酬待遇 +绩效奖励
- 完善的福利保障：医疗保险、牙科与眼科保险、401(K) 退休计划
- 快速发展的电商平台与国际化工作氛围
- 明确的培养机制与晋升空间
- 舒适优越的办公环境
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