Shopify VA for E-Commerce stores

E-commerce Virtual Assistant: Back Office Ops, LTL Freight & Customer Support (Shopify) Description: We run two Shopify stores and need a highly organized, detail-oriented virtual assistant to take ownership of day-to-day back office operations and customer support. One store sells heavy equipment attachments for skid steers, excavators, telehandlers and tractors. Most orders ship directly from manufacturers and vendors, and many ship by LTL freight. The other sells indoor growing and hydroponics supplies. You’ll be the link between our customers, vendors and freight carriers. You’ll make sure every order is placed, paid for, shipped, delivered and resolved correctly. If you’re a fast learner who takes pride in clean data, quick follow-up and never letting anything slip, this role is for you. What you’ll do: Order processing and vendor coordination Process incoming Shopify orders and place them with the right vendor or manufacturer Communicate with vendors on order confirmations, lead times, backorders, pricing questions and shipping issues Verify vendor invoices and payments: confirm that amounts match the order and agreed pricing, that payments went through, and flag any discrepancies, double charges or missing credits Keep order and invoice records accurate in our tracking spreadsheets LTL freight and shipping Book LTL freight shipments and create and issue Bills of Lading (BOLs) Get freight quotes and confirm pickup details, freight class, weights, dimensions and accessorials (liftgate, residential delivery, appointment scheduling) Coordinate pickups with vendors and deliveries with customers and carriers Track shipments with PRO numbers and proactively update customers Handle freight problems: delays, missed pickups, damaged or short shipments, and filing freight damage claims Customer support Answer customer inquiries by live chat, email, phone, support tickets and social media Manage and organize requests and follow-ups in Crisp and Intercom Process returns, refunds, exchanges and cancellations according to our policies Give accurate answers on products, fitment, order status and shipping Operations and admin Update product listings and track inventory in Shopify Enter data and maintain spreadsheets (Excel / Google Sheets) Manage email, organize the inbox and maintain the CRM Track tasks and deadlines, schedule, and follow up with the team Provide general administrative support as needed Requirements: Proven experience as an e-commerce VA or customer support specialist Strong working knowledge of Shopify admin (orders, refunds, products, inventory) Live chat support experience; Crisp and/or Intercom strongly preferred Proficient in Excel and Google Sheets Excellent written and spoken English, comfortable on the phone with customers, vendors and carriers Fast learner who can quickly pick up product knowledge and new tools Extremely organized and detail-oriented, with strong follow-through and the ability to work independently Reliable internet and availability during [US Eastern business hours / X hours overlap] Big plus: Experience with construction equipment, heavy equipment attachments, or agricultural machinery. If you know the difference between a skid steer and a compact track loader, or a quick-attach plate and a pin-on coupler, tell us. LTL freight experience: BOLs, freight classes, PRO tracking, carrier portals or freight brokers, damage claims Comfortable using AI tools (ChatGPT, Claude, etc.) to research technical questions, look up specs and draft accurate customer replies quickly. We want someone who can find the right answer, not guess. Experience reconciling vendor invoices and payments, or accounts payable support Experience with Amazon Seller Central and/or eBay Experience with drop-ship or multi-vendor order fulfillment Details: Hours: [e.g., 30–40 hrs/week] Rate: $4.00 - $7.00 / Hr Start: ASAP Long-term role for the right person To apply, please: Start your proposal with the word “ATTACHMENT” so we know you read the full post. Briefly describe your experience handling Shopify orders with outside vendors or suppliers. Tell us about any LTL freight or construction/heavy equipment experience you have. List the helpdesk and chat tools you’ve used (Crisp, Intercom, Gorgias, Zendesk, etc.). Include a short voice recording (1–2 min) introducing yourself.