Order Status Calls
Customers need shipping and delivery updates.
E-Commerce Customer Support Coordination
Give Customer Support a Dedicated Owner.
A dedicated nearshore E-commerce CX Coordinator handles order questions, returns, exchanges, and quote follow-up.
We handle recruiting, onboarding, contractor administration, quality review, and replacement. Automated intake handles approved calls after the shift.
One coordinator · 40 scheduled hours/week · 300 automated after-hours minutes/month.
Pricing is confirmed with your scope before you commit.
Order Status, Returns, and Follow-Up Fill the Queue
Order questions and returns keep arriving. Your coordinator handles approved follow-up; FCG manages the staffing process.
Returns and Exchanges
Requests need updates under your approved policies.
Quote and Cart Follow-Up
Open quotes and carts need approved follow-up.
What Your Coordinator Handles
Order Support
View tasks
- Answer order status and shipping questions
- Track delayed or missing orders
- Send approved shipping updates
- Route carrier disputes to authorized staff
Returns and Exchanges
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- Process approved return and exchange requests
- Confirm refund status with the customer
- Update the order management system
- Escalate policy exceptions
Quote and Cart Follow-Up
View tasks
- Follow up on open quotes and carts
- Answer approved product and pricing questions
- Log interest and next steps
- Route sales-qualified questions to your team
Routine Administration
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- Update customer records and tickets
- Track unresolved requests
- Prepare weekly unresolved-item reports
- Follow approved response templates
What Remains With Your Team
The coordinator works inside your approved policies. Final judgment calls stay with authorized staff.
- Refund and exception approvals outside policy
- Pricing and discount decisions
- Vendor and supplier negotiations
- Chargeback and fraud decisions
- Legal or compliance disputes
- Payment-card handling
- Independent policy exceptions
Approved Intake After Hours
After the shift, an automated agent collects approved support details and follows your written routing rules. It identifies itself as automated.
Caller
Automated disclosure
Approved intake
Structured summary
Alert or transfer
Each seat includes 300 automated after-hours voice minutes per billing month. Additional minutes are billed at $0.45 per minute.
From Workload to Working Team
Define the Role
We map the workload, hours, systems, and boundaries around your store.
Approve Your Match
Review an assessed candidate. Approve before you pay.
Build the Working Rhythm
We organize access, procedures, training, reporting, and launch.
Stay Supported
We review the work and manage replacement support.
Shortlist target: five business days. Launch target: seven to ten business days after approval, contracting, payment, access, and training. Neither is guaranteed.
Trevone Hainsley, Founder
Founder Trevone Hainsley stays involved in role planning, onboarding, and quality review.
The FCG Vetting Process
Candidates may be assessed for communication, judgment, English proficiency, and a reliable remote setup, including backup internet or power.
Caribbean and Latin American Talent
We source across the Caribbean and Latin America, with approved schedules aligned to U.S. Eastern hours when needed.
Request Your Match
Tell Us What You Need Help With
Tell us the workload. We will review it and reply. Approve a match before you pay.
No Sensitive Information
Do not submit passwords, payment-card details, customer records, or other sensitive information.
Before You Request a Match
Order updates, returns, exchanges, quote and cart follow-up, and approved support admin.
Each seat includes 300 automated after-hours voice minutes per billing month. Additional minutes are billed at $0.45 per minute. The automated agent identifies itself as automated and follows your written routing rules.
We can train on your approved Shopify, WooCommerce, or comparable platform. Your team approves access, permissions, and scope.
Ready to Begin
Give the Order Queue a Dedicated Owner
Review your match before you pay.
Every Call. Every Customer. Every Time.