We are seeking an experienced E-Commerce Customer Service Representative for a full-time, direct hire opportunity in Ontario, CA. This role is ideal for a customer-focused professional with hands-on e-commerce experience who enjoys solving problems, supporting online shoppers, and working in a fast-paced, product-driven environment.
In this position, you will support multiple consumer brands and online sales channels while handling a high volume of customer inquiries related to online orders, shipping, fulfillment, returns, refunds, replacements, warranty claims, and marketplace support. You will work closely with E-Commerce, Sales, Fulfillment, QA, and Production teams to resolve customer concerns and identify ways to improve the overall customer experience.
This is a great opportunity to join a collaborative onsite team with supportive leadership, steady weekday hours, and a direct hire career path. The work environment is team-oriented, detail-driven, and focused on delivering excellent service while helping improve processes based on customer feedback and trends.
Key Responsibilities
- Respond to customer inquiries across multiple consumer brands, company inboxes, phone channels, and online marketplaces while managing approximately 50 to 100 emails per day.
- Process customer service requests including replacements, refunds, warranty claims, returns, order adjustments, and related documentation.
- Investigate order, shipping, fulfillment, and product issues by partnering with Fulfillment, QA, Production, E-Commerce, and Sales teams.
- Communicate with customers throughout the resolution process to ensure timely, professional, and solution-focused support.
- Monitor customer feedback, recurring issues, and service trends to help identify opportunities for process improvement.
- Support e-commerce projects, product launches, promotional initiatives, reporting, and customer-facing communication updates as needed.
Compensation and Benefits
- Pay: $23.00 to $25.00 per hour.
- Schedule: Monday through Friday, 8:00 AM to 5:00 PM.
- Location: Ontario, CA.
- Work arrangement: 100 percent onsite.
- Position type: Full-time, direct hire.
Equal Opportunity Employer / Disabled / Protected Veterans
The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf
The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf
For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.
We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.
AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf
We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
Required Qualifications and Skills
- Manage high-volume e-commerce customer communications across email, phone, and online marketplace channels.
- Resolve online order, shipping, fulfillment, return, refund, replacement, and warranty-related customer issues.
- Partner with internal teams to investigate customer concerns, document outcomes, and improve service processes.
- Track recurring customer issues and provide insights that support Sales, QA, Fulfillment, and E-Commerce teams.
- E-commerce industry experience is required.
- 1 to 2 years of customer service, online retail support, e-commerce support, marketplace support, or similar customer-facing experience.
- Experience managing high-volume customer communications, preferably 50 or more emails per day.
- Familiarity with online orders, shipping and fulfillment processes, returns, refunds, replacements, warranties, and order adjustments.
- Proficiency with Microsoft Office, including Excel, Word, and Outlook.
- Excellent written and verbal communication skills with a professional, customer-focused approach.
- Strong problem-solving, conflict-resolution, organizational, and follow-up skills.
- High attention to detail with the ability to manage multiple priorities accurately in a fast-paced environment.
- Ability to work independently while collaborating effectively with cross-functional teams.
Preferred Qualifications
- Experience supporting customers through online marketplaces.
- Bilingual English and Spanish.
- Experience supporting multiple consumer brands or product lines.
- Ability to identify customer service trends and contribute ideas for process improvement.