Customer Service Account Case Manager

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:

• Bachelor's (Required)

Language:

• English (Required)

Shift availability:

• Day Shift (Required)

Ability to Commute:

• Buffalo, NY 14228 (Required)

Work Location: In person