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Role Description

The Customer Success & Retention Specialist is responsible for supporting and retaining ecommerce retail customers by maintaining frequent, proactive communication and resolving day-to-day operational and technical issues. This role is not sales-driven, but success is measured by customer retention, satisfaction, and continued purchasing activity.

• Maintain regular outbound communication with assigned retailers
• Notify customers of backorders, shipping delays, substitutions, and order updates
• Handle returns, order discrepancies, and general account inquiries
• Build trust-based relationships
• Ensure customers remain active and engaged with consistent follow-up, weekly contact with all customers
• Serve as a go-to resource for customers regarding website setup, product feeds, and system integrations
• Provide guidance on API connections, order imports, and data flow (no coding required)
• Identify issues with integrations or ordering processes and coordinate resolutions internally
• Assist customers in ensuring product listings and ordering methods are set up correctly
• Identify customer challenges that may impact purchasing and proactively offer solutions
• Recommend products or operational improvements that support continued purchasing
• Support account growth through service, not traditional selling
• Work closely with sales, operations, and warehouse teams to resolve customer issues
• Maintain accurate CRM records and account notes
• Monitor customer activity to identify disengagement or churn risks

Qualifications

• 5+ years of experience in customer success, customer service, account management, or ecommerce support
• Experience working with ecommerce retailers or online selling platforms
• Strong phone presence and confidence making frequent outbound calls
• Comfortable learning technical systems and explaining them clearly to non-technical users
• Highly organized with the ability to follow processes and manage multiple accounts

Requirements

• Experience in wholesale distribution, consumer goods, or B2B ecommerce
• Familiarity with API integrations, order management systems, or ecommerce platforms
• Experience supporting online retailers or marketplace sellers
• Fast learner with strong problem-solving instincts
• Customer-focused mindset with a retention-first approach

Benefits

• $7 - $8 an hour

Company Description

1840 & Company is a global leader in Business Process Outsourcing (BPO) and remote talent solutions, dedicated to propelling businesses forward through our comprehensive suite of services. We specialize in connecting companies with world-class freelance professionals and delivering top-tier outsourcing services, across over 150 countries worldwide.

Our mission is to empower growth for forward-thinking businesses, seamlessly bridging any skill or resource gaps with our expertly vetted talent pool. We firmly believe in fostering an environment where exceptional individuals can achieve an optimal work-life balance, working remotely from any location, while maximizing their professional growth and earning potential.

• Headquartered in Overland Park, KS, USA
• Service delivery facilities in the Philippines, India, Ukraine, South Africa, and Argentina