Customer Support Specialist

Position Title:

Customer Support Specialist (Independent Contractor – Remote)

Reports To:

Operations Manager

About The Role:

Empire Abrasives, a leading eCommerce company specializing in abrasives and industrial supply products, is seeking a dependable and proactive Customer Support Specialist to join our remote team as an Independent Contractor.

You’ll be the first point of contact for customers across email, phone, and live chat—helping them track orders, answer questions, and resolve issues quickly and professionally. You’ll also work closely with our Sales Manager, Sales Associates, and Warehouse Team to ensure a smooth and positive experience for every customer.

This is a long-term opportunity for someone who values clear communication, ownership, and working with a team that treats customer service as a core part of our success.

Core Values:

• Own It: Take full responsibility for your work. Fix mistakes and take initiative to improve outcomes.
• Growth Mindset: Always learning and improving. Embrace challenges and seek feedback.
• Problem Solver: Think critically and find a way forward—even in the gray areas.
• No Jerks: Treat people with respect. We value a drama-free, supportive environment.

Responsibilities Include:

• Support customers via email, phone, and live chat
• Manage the general inbox and route non-CS emails to the correct team
• Track packages and resolve order issues (delays, damages, etc.)
• Process phone and purchase orders, and tax-exempt documentation
• Support walk-in customers via phone coordination
• Coordinate with warehouse, vendors, and shipping providers
• Monitor messages across eBay and BigCommerce
• Submit and manage lost package claims
• Report recurring issues with the website or products
• Enter invoices into QuickBooks and conduct credit checks
• Perform other admin and support tasks as needed

Qualifications:

• 1–3 years of experience in customer support, eCommerce, or as a VA
• Excellent written and spoken English
• Experience with HubSpot, BigCommerce, or similar platforms
• Highly organized and proactive
• Independent but collaborative communicator
• Bonus: QuickBooks experience or supporting U.S.-based customers