Customer Service Representative - Omada Store

About Us: 

Headquartered in the United States, TP-Link Systems Inc. is a global provider of reliable networking devices and smart home products, consistently ranked as the world’s top provider of Wi-Fi devices. The company is committed to delivering innovative products that enhance people’s lives through faster, more reliable connectivity. With a commitment to excellence, TP-Link serves customers in over 170 countries and continues to grow its global footprint. 

We believe technology changes the world for the better! At TP-Link Systems Inc, we are committed to crafting dependable, high-performance products to connect users worldwide with the wonders of technology.  

Embracing professionalism, innovation, excellence, and simplicity, we aim to assist our clients in achieving remarkable global performance and enable consumers to enjoy a seamless, effortless lifestyle.  

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As a Customer Service Representative for the Omada Store, you will serve as the primary point of contact for customers throughout their purchasing journey, delivering exceptional support before and after the sale. In this onsite role, you will assist customers with product inquiries, order management, shipping concerns, returns, refunds, promotions, and account-related requests while ensuring a positive customer experience at every interaction.

The ideal candidate is customer-focused, detail-oriented, and thrives in a fast-paced e-commerce environment. You will work cross-functionally with Sales, Warehouse, Logistics, Accounting, and Technical Support teams to resolve customer issues, manage order exceptions, and ensure timely case resolution. Success in this role requires strong communication skills, a proactive problem-solving mindset, and the ability to manage multiple priorities while maintaining accuracy and professionalism.

This position offers an opportunity to make a direct impact on customer satisfaction and brand loyalty while supporting the continued growth of the Omada Store. Experience with e-commerce platforms, order fulfillment processes, returns and refunds, or Shopify is highly valued, while familiarity with networking products or consumer electronics is a plus. Candidates who enjoy helping customers, investigating issues, and driving resolutions will excel in this role.

What You'll Bring

• A passion for delivering outstanding customer experiences.
• Strong written and verbal communication skills.
• Excellent organization, follow-through, and attention to detail.
• The ability to multitask and prioritize effectively in a dynamic environment.
• A collaborative mindset with the confidence to work independently and partner across teams.
• Experience in customer service, e-commerce, order management, or related support functions preferred.

Key Responsibilities:

• Respond to customer inquiries regarding product information, order status, shipping, promotions, returns, refunds, and other pre purchase and post purchase questions.
• Manage return, replacement, and refund requests according to company policies, provide customers with appropriate instructions, and follow up on open cases through resolution.
• Handle order related issues, including cancellation requests, shipping delays, backorders, out of stock items, split shipments, and other fulfillment exceptions.
• File and follow up on shipping issue claims for lost, damaged, missing, or misdelivered packages, and coordinate with carriers and internal teams through resolution.
• Review orders for potential fraud or payment verification requirements, communicate with customers when additional verification is needed, and escalate suspicious transactions according to established procedures.
• Assist customers with Omada Store promotions, discount codes, rewards programs, and other promotional programs, including reviewing eligibility and resolving promotional issues.
• Respond to general product and compatibility questions using available product information and resources, and coordinate with Technical Support when advanced troubleshooting or technical assistance is required.
• Support special customer requests, including tax exempt purchases and other order related requests, by collecting required information and coordinating with the appropriate internal teams.
• Coordinate with Sales, Warehouse, Accounting, Logistics, and Technical Support teams to resolve customer and order related issues and ensure timely follow up.
• Monitor open customer cases and maintain accurate case records to ensure issues are properly tracked through resolution.
• Identify recurring customer service, order fulfillment, product information, or website related issues and communicate them to the appropriate internal teams.

• Bachelor's Degree
• 2+ year of customer service or e-commerce experience preferred.
• Strong written communication and problem-solving skills.
• Detail-oriented with strong organizational and follow-up skills.
• Able to manage multiple customer cases and priorities in a fast-paced environment.
• Comfortable working independently and coordinating with different internal teams.
• Experience with Shopify Admin is preferred.
• Experience with returns, refunds, order fulfillment, or fraud review is a plus.
• Experience with networking products or consumer electronics is a plus, but not required.

Salary Range: $60,000 - $75,000

• Fully paid medical, dental, and vision insurance (partial coverage for dependents)  

• Contributions to 401k funds 

• Bi-annual pay increases 

• Health and wellness benefits, including free gym membership 

• Quarterly team-building events 

At TP-Link Systems Inc., we are continually searching for ambitious individuals who are passionate about their work. We believe that diversity fuels innovation, collaboration, and drives our entrepreneurial spirit. As a global company, we highly value diverse perspectives and are committed to cultivating an environment where all voices are heard, respected, and valued. We are dedicated to providing equal employment opportunities to all employees and applicants, and we prohibit discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Beyond compliance, we strive to create a supportive and growth-oriented workplace for everyone. If you share our passion and connection to this mission, we welcome you to apply and join us in building a vibrant and inclusive team at TP-Link Systems Inc. 

Please, no third-party agency inquiries, and we are unable to offer visa sponsorships at this time.