E-Commerce Customer Service Coordinator

Mavi is seeking a highly motivated E-commerce Customer Service Coordinator to join our growing team. In this entry-level role, you will support customers across multiple platforms and help ensure a smooth post-purchase experience. The ideal candidate is detail-oriented, customer-focused, and eager to learn new systems and processes in a fast-paced e-commerce environment. Full training will be provided on all tools and responsibilities. Key Responsibilities: Process and update customer orders using SAP and Shopify systems Manage order cancellations, shipping address changes, and item/size updates Resolve shipping and delivery issues, including lost packages and delays File and manage UPS claims through email and claim portals Understand and differentiate between various claim processes Handle product issues, including defects, damages, and warranty cases Create Return Authorizations (RA) in SAP and manage return workflows Process replacement orders in Shopify for lost or defective items Provide customer support through Zendesk ticketing system Respond to customer inquiries using templates, macros, and best practices Handle customer calls using Dialpad Assist customers with promotions, promo codes, and return-related inquiries Apply company policies, including return processing fees and warranty guidelines Resolve common customer questions and concerns in a timely and professional manner Qualifications: Bachelors degree in Business, Communications, or a related field Strong written and verbal communication skills Passion for the retail and fashion industry is strongly preferred Basic computer proficiency and ability to learn new systems quickly High attention to detail with strong problem-solving abilities Positive attitude and willingness to learn and grow 1-2 years of customer service or retail experience preferred Familiarity with e-commerce platforms such as Shopify, SAP, and Zendesk preferred