Ecommerce Customer Service Account Case Manager – Buffalo, NY
Join the LEC Family!
We are looking for an Ecommerce Customer Service Account Case Manager to join our onsite team in Amherst/Buffalo, New York. In this role, you will manage customer service cases related to ecommerce orders, working directly with customers to resolve questions, concerns, order issues, and account needs.
Responsibilities
- Manage ecommerce customer cases from initial contact through resolution.
- Assist with orders, shipping, returns, exchanges, cancellations, refunds, and product questions.
- Provide professional support via phone, email, chat, and ticketing systems.
- Research and resolve issues using CRM, ecommerce, and order management platforms.
- Take ownership of cases and complete timely follow-up.
- Escalate complex or high-risk issues appropriately.
- Accurately document customer interactions, case details, and resolutions.
- Collaborate with internal teams, carriers, and fulfillment partners to resolve issues.
- Identify recurring issues and communicate trends to management.
- Multitask across systems while maintaining accuracy, professionalism, and empathy.
- Meet established customer service, quality, productivity, and attendance goals.
- Participate in training and cross-training as needed.
Requirements & Qualifications
- College degree required.
- 1–3 years of customer service, call center, ecommerce, account management, case management, or related experience preferred.
- Experience working with CRM, ticketing, ecommerce, or order management platforms strongly preferred.
- Experience with platforms such as Gorgias, Zendesk, Shopify, or similar systems is a plus.
- Strong written and verbal communication skills.
- Strong active listening and problem-solving abilities.
- Ability to manage multiple customer cases simultaneously while maintaining accuracy and composure.
- Strong attention to detail and ability to accurately document information.
- Ability to research customer issues, utilize available resources, and determine appropriate solutions independently.
- Ability to recognize situations requiring escalation and take appropriate action.
- Strong computer skills and the ability to learn and navigate multiple software systems.
- Must be able to work onsite in the Amherst/Buffalo, NY location.
- Must be available to work 40 hours per week during paid training and the busy season.
Position Details
- Job Type: W-2 Employment
- Schedule: Full-time, 40 hours per week
- Location: Onsite – Amherst/Buffalo, NY
- Pay: $18 per hour
- Training: Paid training provided
- Experience Level: 1–3 years preferred
Why Join Leading Edge Connections?
At LEC, we believe exceptional customer experiences start with exceptional employees. You'll be part of a collaborative team where your ability to solve problems, build customer relationships, and make a difference is valued.
If you're ready to bring your customer service expertise to an exciting ecommerce environment, apply today and join the LEC family!
Job Types: Full-time, Part-time
Benefits:
- Health insurance
- Paid time off
- Paid training
- Parental leave
Pay: $16.00 - $18.00 per hour
People with a criminal record are encouraged to apply
Education:
Language:
Shift availability:
Ability to Commute:
- Buffalo, NY 14228 (Required)
Work Location: In person
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