Ecommerce Customer Service Representative

Key Responsibilities

• Serve as the primary point of contact for global customers purchasing through our Shopify e-commerce platform.
• Manage and respond to customer inquiries via email, live chat, and phone in a professional and timely manner.
• Process orders, returns, and exchanges within the Shopify backend.
• Track and follow up on order status, shipping updates, and delivery issues to ensure customer satisfaction.
• Collaborate with internal teams including warehouse, logistics, sales, and marketing to support the fulfillment process.
• Monitor and escalate website issues or customer experience feedback to appropriate teams for resolution.
• Maintain accurate records of customer interactions and transactions.
• Support the optimization of the online store experience by providing customer insight and reporting trends.
• Assist in maintaining product listings, updating SKUs, and managing inventory visibility on Shopify.

Key Skills & Competencies

• Strong verbal and written communication in English.
• Proficiency in using Shopify and familiarity with digital commerce tools and order management systems.
• Customer-first mindset with the ability to problem-solve and remain calm under pressure.
• High attention to detail and accuracy in order tracking and communication.
• Time management and ability to multitask in a fast-paced environment.
• Team player with cross-functional collaboration skills.
• Basic knowledge of international shipping and fulfillment processes is a plus.

Qualifications

• Education:
  • High school diploma required.
  • Post-secondary education in Business, Marketing, E-commerce, or related field preferred.

• Experience:
  • Minimum of 2 years of experience in a customer service or e-commerce support role.
  • Hands-on experience using Shopify is required.
  • Experience working with international customers and logistics is an asset.

• Languages:
  • Fluency in English (written and spoken) is required.
  • Additional languages are a plus, but not mandatory.

Physical and Environmental Conditions

• Work Environment:
  • Standard office or remote work setting.
  • Occasional meetings with global stakeholders via video call.
  • Flexibility required to support customers across different time zones.

• Lifting Requirements:
  • Minimal physical lifting required (up to 10 kg occasionally for sample handling or office supplies).
  • This position is primarily computer-based with extended periods of sitting and screen time.

Environmental Health & Safety

Boart Longyear commits to protecting the health and safety, physical, psychological, and social well-being of our employees, contractors, and visitors at all of our sites and facilities. We also commit to protect the environment and the communities in which we operate.

All employees and contractors of Boart Longyear are required to:

• Apply the THINK process to ensure no harm to people, property or environment.
• Correctly use required safety equipment, PPE and follow Standard Work Procedures.
• Comply with the Golden Rules of Safety and the Rules of the Road.
• Use Stop Work Authority to control unsafe conditions and stop unsafe acts.
• Report all incidents.