Virtual Assistant – Customer Service & Order Management (E-commerce Experience Required)

We are a direct-to-consumer food brand specializing in high-quality products such as nuts, dried fruits, snack variety boxes, chocolates, and more. We sell across multiple e-commerce platforms including Amazon, eBay, Etsy, and Shopify, and pride ourselves on delivering exceptional customer service and ensuring seamless order fulfillment.

Responsibilities:

Customer Service:

Professionally respond to customer inquiries and resolve issues via email and chat.
Follow strict daily checklists and customer service processes—attention to detail is critical.
Handle product returns, refunds, and other customer-related requests efficiently.
Ensure customers receive clear, timely communication to maintain high satisfaction.

Order Fulfillment:

Proactively monitor and ensure that all orders from Amazon, eBay, Etsy, and Shopify are processed and fulfilled by the warehouse on time.
Use ShipStation to process, track, and manage orders from multiple platforms.
Collaborate with the warehouse team to confirm shipping schedules and delivery expectations.

Marketplace Knowledge:

Understand the nuances of platforms like eBay, Etsy, Shopify, and Amazon to support order management and customer queries.

Requirements (Non-Negotiable):
Minimum 2 years of experience in customer service, specifically for e-commerce platforms.
Strong proficiency with ShipStation (must be able to hit the ground running).
Experience managing orders on Amazon, eBay, Etsy, and Shopify.
Familiarity with help desk software (experience required but specific platform not needed).
Ability to follow strict processes and workflows with minimal supervision.
Excellent written and verbal communication skills in English.

Work hours: NY Eastern Time Zone (9am to 5pm). Must be able to commit to these hours consistently.

What We’re Looking For:
We’re seeking a highly organized, detail-oriented VA with proven experience in e-commerce customer service and order fulfillment. If you’re someone who can confidently manage multiple platforms, resolve customer issues, and ensure seamless order processing—all while maintaining an excellent customer experience—then we’d love to hear from you.

Please only apply if you meet the above requirements. We are looking for someone with a strong background in e-commerce and order fulfillment who can quickly adapt to our processes and bring value from day one.