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E-Commerce and Order Management Specialist (Shopify) - Work from home at Twoconnect. We’re seeking a proactive E-Commerce and Order Management Specialist to join our client's team. This role is all about managing wholesale accounts, processing orders with accuracy, and building long-term customer relationships. If you have Shopify experience, excellent communication skills, and a solutions-focused mindset, this is an opportunity to make an impact in a fast-growing brand.. Responsibilities. . Manage and respond to customer inquiries across multiple channels (email, social media, chat), ensuring prompt, accurate, and friendly communication. . . Assist customers with order processing, tracking, cancellations, and any changes, working closely with the logistics team to resolve delivery issues. . . Handle complex cases such as lost parcels, liaising with logistics providers to trace packages, resolve disputes, and recover fees when applicable. . . Process wholesale orders and enquiries, ensuring accurate invoicing, status updates, and relationship management. . . Maintain accurate customer and wholesale account records, including order history, returns, and interactions. . . Process subscription cancellations, issue refunds, and adjust subscriptions in line with company policies. . . Maintain strong product knowledge to provide detailed information on specifications, availability, and compatibility. . . Identify opportunities to upsell or cross-sell products and services where appropriate. . . Utilise Gorgias to manage and streamline customer inquiries efficiently, suggesting workflow improvements where possible. . . Collaborate with internal teams (logistics, operations, wholesale) to ensure smooth order fulfilment and positive customer outcomes. . . Manage influencer deliveries, uploads, and reporting using Carton Cloud. . . Facilitate return-to-sender consignments and ensure efficient resolution. . . Identify opportunities to enhance service processes and overall customer experience. . . Undertake additional role-related tasks as required.. . . Bachelor’s degree in Business, Communications, Customer Service, or a related field (or equivalent practical experience).. . 3+ years of customer service experience within an e-commerce environment; wholesale support experience highly regarded.. . Experience with Shopify (highly desirable) and Gorgias; familiarity with other e-commerce and logistics tools is a plus.. . Excellent written and verbal communication skills, with the ability to manage complex enquiries empathetically and clearly.. . Strong troubleshooting and problem-solving skills for logistics and order management.. . Highly organized, able to manage competing priorities and high volumes of enquiries effectively.. . Keen attention to detail, ensuring accuracy in order processing and customer records.. . A proactive, customer-first mindset with a commitment to delivering positive outcomes.. . Adaptability to thrive in a fast-paced, dynamic e-commerce environment, with a willingness to learn and grow.. . Note:. The official job title for this position is . Customer Service Representative. .. Company Location: Philippines.