Scale Army Careers
Customer Service Representative
Role details
About this role
Read the responsibilities and requirements before you apply.
This role is open to candidates based in LATAM, Africa, and Eastern Europe. Please note that as this role supports U.S.-based clients, candidates must be available to work during U.S. business hours aligned with the client’s time zone.
The Customer Service Representative will serve as a first point of contact for customers across phone, email, chat, and other communication channels. The role will support customers with orders, products, pricing, shipping, freight, returns, warranties, and account-related questions while accurately processing transactions and coordinating with internal teams and carriers.
This is an entry-level opportunity suited to someone early in their customer service career who is organized, dependable, and eager to learn. The Customer Service Representative will initially focus on order acknowledgements and shipment updates before expanding into a broader range of customer inquiries as they become familiar with the company’s systems and processes.
More complex transactions, including certain cancellations, claims, warranties, and refunds, are handled by senior representatives, providing an opportunity to expand responsibilities over time.
Location
Fully Remote | 9:00 AM - 5:00 PM CST
Key Responsibilities
Customer Support
Respond to customer inquiries through phone, email, chat, and other communication channels.
Assist customers with questions related to orders, products, pricing, shipping, freight, returns, warranties, and accounts.
Provide clear and proactive updates to customers throughout the resolution process.
Order Processing
Process customer orders and order-related transactions accurately within company systems.
Support order changes, cancellations, returns, replacements, refunds, claims, and related transactions.
Begin with order acknowledgements and shipment updates before progressing into more complex customer inquiries and transactions.
Shipment Coordination
Coordinate shipments and deliveries with carriers, branches, vendors, Supply Chain, and other internal teams.
Provide customers with updates regarding shipment status and delays.
Help ensure orders continue moving through the fulfillment process.
Issue Research & Resolution
Research customer issues involving orders, deliveries, freight, billing, product availability, and warranty claims.
Resolve customer issues within the scope of the role.
Escalate complex situations to senior representatives when appropriate.
E-Commerce & Sales Support
Support e-commerce and inside sales activities.
Assist with order confirmations, tracking requests, customer follow-up, and fulfillment-related questions.
Recordkeeping
Maintain accurate customer records, order documentation, and case notes within company systems.
Ensure customer interactions and order information are properly documented to support effective communication and issue resolution.
Cross-Functional Collaboration
Collaborate with Sales, Freight, Branches, Operations, Supply Chain, and other internal departments.
Coordinate across teams to ensure customer requests are resolved accurately and on time.
Service Standards & Process Improvement
Follow established customer service policies, procedures, and quality standards.
Meet departmental service levels and performance expectations.
Identify recurring customer issues and communicate trends or process-improvement opportunities to leadership.
Provide additional cross-functional support as assigned to meet business and customer needs.
Qualifications
Experience
Entry-level role; previous experience is not required.
Background or genuine interest in customer service, order support, or e-commerce is a plus.
Experience with HubSpot, Adobe Commerce Cloud, or a similar CRM or e-commerce platform is a plus.
Experience in a product, distribution, or supply-chain-oriented customer service environment is a plus.
Familiarity with order management, freight and logistics, or warranty and returns processes is a plus.
Experience using AI-assisted support or productivity tools is a plus.
Skills
Strong attention to detail and accuracy when processing orders and documenting customer interactions.
Ability to learn and work across multiple systems.
Familiarity with HubSpot, Adobe Commerce Cloud, and Google Workspace is a plus.
Strong organizational skills and the ability to manage multiple requests.
Dependable follow-through from initial customer inquiry through resolution.
Proactive, customer-first approach.
Willingness to learn new processes, systems, and tools.
What Success Looks Like
Accurately handle order acknowledgements and shipment updates while learning the company’s systems and processes.
Provide customers with timely information regarding orders, shipments, and other requests.
Maintain accurate customer records, order documentation, and case notes.
Coordinate effectively with carriers and internal teams to keep orders moving.
Follow established service policies, procedures, quality standards, and performance expectations.
Gradually expand into handling a broader range of customer inquiries and transactions.
Identify recurring customer issues and communicate relevant trends or process-improvement opportunities.
Consistently follow through on customer requests through resolution or appropriate escalation.
Opportunity
This is an entry-level opportunity for someone looking to develop their customer service experience while gaining exposure to order support, e-commerce, shipping, fulfillment, and cross-functional operations. The Customer Service Representative will begin with order acknowledgements and shipment updates and can expand into a broader range of customer inquiries and transactions as they become comfortable with the company’s systems and processes.
Application Process:
To be considered for this role these steps need to be followed:
Fill in the application form
Record a video showcasing your skill sets