E-Commerce Customer Experience Specialist

Pay: $20.00 per hour

Location: Clearwater, FL | Job Type: Full-time In-House | Website: ecentralstores.com

About Us

E Central Stores Inc. is a family-owned e-commerce company dedicated to delivering high-quality products and an exceptional customer experience across our portfolio of online stores. Our flagship Shopify site, PatioLane.com, helps customers transform outdoor living spaces into havens of comfort and style. Since 2003, we have offered Sunbrella fabrics and thousands of outdoor performance fabrics and textile supplies for the furniture, awning, marine, automotive, and contract/hospitality industries. We also specialize in custom quoting and sales for made-to-order soft goods. Across our e-commerce sites, we support customers with product guidance, order assistance, and complimentary fabric samples that help them confidently select colors, patterns, and materials.

Position Overview

As a Customer Service Representative for E Central Stores Inc., you will be the primary point of contact for customers across all company e-commerce sites, with PatioLane.com serving as our flagship Shopify store. Your main focus will be providing responsive, accurate, and solution-oriented customer service by phone, ticket system, live chat, and email. You will assist with product questions, order placement, returns, exchanges, order updates, custom quotes, and issue resolution. This role also supports fabric sample fulfillment and related order-processing tasks when needed. Success requires strong communication, attention to detail, comfort working in Shopify and other business systems, and the ability to balance customer needs with efficient daily execution.

Key Responsibilities

Respond promptly and professionally to customer and vendor inquiries by phone, ticket system, live chat, and email across all E Central Stores Inc. e-commerce sites.

• Use Shopify to review customer and order information, assist with order placement, provide order-status updates, process or coordinate returns and exchanges, and support accurate order resolution.
• Provide accurate information regarding products, availability, services, shipping, and company policies.
• Troubleshoot and resolve customer concerns with empathy, sound judgment, and a focus on customer satisfaction and loyalty.
• Maintain detailed and accurate records of customer interactions, order updates, and resolutions.
• Prepare accurate and timely pricing estimates based on customer specifications, including custom and made-to-order soft goods.
• Guide customers in selecting appropriate fabrics, colors, patterns, and product solutions for their projects.
• Communicate shipping confirmations, back-order information, and other order updates clearly and promptly.
• Collaborate with sales, fulfillment, purchasing, vendors, production, and other team members to resolve issues and improve the customer experience.
• Fulfill fabric sample operations as needed, including reviewing sample orders, matching and preparing fabric samples, packaging orders with marketing materials, restocking supplies, closing orders, and sending shipping confirmations.
• Help maintain an organized work area and support efficient sample and order-fulfillment processes.
• Identify recurring customer or order issues and contribute suggestions that improve processes across the enterprise.
• Perform other responsibilities as assigned to support the needs of E Central Stores Inc. and its e-commerce brands.
• Experience using approved AI tools to improve customer service efficiency while following company security policies is a plus.

Requirements

• Previous experience in customer service, e-commerce, retail, order management, or a related field.
• Excellent written and verbal communication skills with a friendly, professional, and customer-focused approach.
• Proficiency with Shopify or a comparable e-commerce platform; direct Shopify experience is preferred.
• Comfort using computers, customer service software, ticketing systems, email, and order-fulfillment tools.
• Strong problem-solving skills, attention to detail, and the ability to follow issues through to resolution.
• Ability to multitask, prioritize effectively, and work accurately in a fast-paced environment.
• Reliable and consistent attendance.
• Ideal, but not required: experience preparing custom quotes for made-to-order products, particularly fabrics, cushions, pillows, curtains, or other home decor soft goods.
• Ability to assist with hands-on sample preparation and light fulfillment activities as business needs require.
• High school diploma or equivalent.

Culture:

Our culture is built on teamwork, ethics, and professionalism. We balance individual and team responsibilities, remain objective and open to others’ views, give and welcome feedback, and foster a positive team spirit by putting team success above individual interests and supporting everyone’s efforts to succeed. We treat others with respect and consideration, keep our commitments, build trust through integrity and ethical conduct, and uphold organizational values. We approach others tactfully, respond well under pressure, take responsibility for our actions, and follow through on our commitments.

Work Arrangement:

This position requires full-time, in-office attendance at our Clearwater, Florida location for the first 12 months. Following the first year, remote work eligibility may be considered based on individual performance, demonstrated independence, and business needs. Remote work is not guaranteed.

Benefits

• 401(k) w/ Safe Harbor Match
• Comprehensive health, vision, and dental insurance
• Paid time off and holiday schedule
• Schedule: Monday-Friday, 9:00 a.m.-5:00 p.m.; Saturdays as needed
• Compensation: $20.00 per hour