{"id":492691,"url":"https://alion.io/job/zipdev-customer-service-representative","title":"Customer Service Representative","company":{"id":6611,"name":"Zipdev","domain":"zipdev.com","url":"https://alion.io/company/zipdev","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["BR","CO","MX","CR","DO"],"hiring_countries_total":5,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-28T00:00:00Z","employer_posted_date":"2026-08-28","last_verified_at":"2026-10-31T01:06:25Z","board_verified":true,"closed_at":null,"days_open":64,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":64},"description":"We are seeking a proactive, empathetic, and detail-oriented Customer Support Representative to join our team. In this role, you will take ownership of the post-purchase customer lifecycle, serving as the central point of contact once purchase orders are transmitted to our vendors. You will bridge operations across Sales, Accounts Payable, Accounts Receivable, logistics partners, and freight carriers to ensure seamless order execution, issue resolution, and exceptional customer satisfaction.\nKey Responsibilities\n Order Validation & Discrepancy Auditing: Review vendor order acknowledgments against internal POs to ensure absolute data accuracy. Proactively identify product, specification, or delivery inconsistencies (e.g., mismatched sizing for specific grade levels or missing liftgate requirements for large shipments).\nOrder Modifications & Cancellations: Manage change requests for quantities, finishes, or model numbers due to customer preference or product availability. Process order cancellations after verifying product customizability and shipment status, adjusting pricing and freight charges accordingly.\nShipment Tracking & Logistics Support: Coordinate directly with carriers and logistics providers to monitor transit status, obtain tracking information, and deliver accurate ETAs to customers and installation teams.\nReturns & Claims Administration: Authorize returns and clearly explain credit adjustments, including return freight and restocking fee policies-advocating for fee waivers whenever possible. Manage full vendor and customer debit/credit adjustments.\nDamage Assessment & Replacement Management: Evaluate freight damage reports against policy timeframes, request photographic evidence, and determine repair feasibility. Process replacement orders, coordinate replacement part dispatches, and issue secondary labor orders for installations when necessary.\nFreight Claims Processing: File and track freight claims for shortages, refused deliveries, and noted or concealed damages based on delivery receipt documentation.\nWarranty & Defect Evaluation: Investigate product performance issues to distinguish between manufacturing defects, normal wear and tear, and misuse. Authorize resolutions under company warranty guidelines, exercising strategic flexibility for high-priority accounts.\nCross-Functional Communication & Documentation: Maintain comprehensive order records, documenting contact details and case histories to ensure seamless cross-departmental visibility. Utilize company and vendor websites to retrieve technical specifications and advise clients.\nRequirements\nProfessional Experience: 2-4 years of demonstrated experience in customer support, order management, or logistics administration, preferably within the commercial or educational furniture sector.\nProblem-Solving & Autonomy: Proven ability to exercise sound judgment, anticipate operational roadblocks, and independently resolve complex post-order issues with minimal oversight.\nClient-Centric Communication: Exceptional verbal and written communication skills, paired with active listening and strong follow-up habits.\nEmpathy & Brand Advocacy: Ability to handle delicate customer situations with composure and tact, instilling confidence in our product quality and commitment to service excellence.\nBenefits\nWork remotely \nVacation: 10 business days a year\nHolidays: 5 National Holidays a year\nCompany Holidays: 5 Company Holidays a year (Christmas Eve, Christmas Day, New Year's Eve, New Year's Day, Zipdev Day)\nParental Leave\nHealth Care Reimbursement\nActive Lifestyle Reimbursement\nQuarterly Home Office Reimbursement\nPayroll Deduction Purchase Plans\nLongevity Bonus\nContinuous Learning Bonus\nAccess to Training and Professional Development Platforms\nDid we mention it's REMOTE?!!\nOne of our core values at Zipdev is \"Be authentic.\" that's why we encourage you to answer the application form in your own words; we are interested in getting to know you, not a digital assistant.\nWondering how our remote environment or our payment method work? We've put together some helpful answers in our FAQs at the bottom our our career site. Take a look and let us know if you have any other questions!","description_format":"text","description_chars":4205,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Home office","Parental leave","Professional development"],"hiring_locations":[{"name":"Brazil","iso":"BR","kind":"country"},{"name":"Colombia","iso":"CO","kind":"country"},{"name":"Mexico","iso":"MX","kind":"country"},{"name":"Costa Rica","iso":"CR","kind":"country"},{"name":"Dominican Republic","iso":"DO","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Outsourcing & Dedicated Teams","IT Staffing & Staff Augmentation"],"lifecycle":[{"event":"open","at":"2026-09-07T02:13:04Z"}],"visa":[],"liveness":{"score":28,"band":"fade","label":"Fading","p_open":1,"p_active":0.63,"p_room":0.44,"age_days":63,"expected_fill_days":43,"reasons":["conf:2","win:tail","crowd:"],"computed_at":"2026-10-30T05:48:23Z"},"pay":null,"html_url":"https://alion.io/job/zipdev-customer-service-representative","json_url":"https://alion.io/job/zipdev-customer-service-representative.json","meta":{"generated_at":"2026-10-31T01:06:36Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1539,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6611},"rest":"https://alion.io/mcp/rest/get_company?id=6611"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fzipdev-customer-service-representative"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fzipdev-customer-service-representative"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fzipdev-customer-service-representative"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/zipdev-customer-service-representative\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fzipdev-customer-service-representative"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":492691}},{"tool":"search_jobs","arguments":{"company":"zipdev.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":492691},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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