Customer Support Specialist (Part time)

We are a health-focused company dedicated to providing premium organic extra virgin olive oil to consumers. We are seeking a Customer Support Specialist who is passionate about delivering exceptional customer experiences and ensuring every customer interaction reflects our commitment to quality and care. This role will be responsible for managing customer inquiries, resolving shipping-related issues, and serving as a liaison between customers, fulfillment partners, and shipping insurance providers.

Responsibilities

• Respond to customer support inquiries regarding products, orders, shipments, and general account questions.
• Resolve issues involving lost, stolen, delayed, or damaged shipments.
• Process eligible replacement and reshipment orders.
• Coordinate with shipping insurance providers to submit and track claims.
• Communicate with third-party logistics (3PL) partners through Slack to resolve order fulfillment issues, mispicks, and shipment concerns.
• Follow up with logistics and insurance partners to ensure reimbursements are received when applicable.
• Maintain detailed records of customer support cases and resolutions.
• Prepare weekly customer support reports including:
• ○ Ticket date and time
• ○ Customer issue summary
• ○ Insurance claim status
• ○ Reimbursement outcomes
• ○ Reshipment details
• ○ Customer satisfaction ratings (1–5 scale)<