Ecommerce Client Services Specialist

Summary

The Ecommerce Client Services Specialist provides customer care and resolution support for the online shop. The role supports customers through phone, email, and live chat while collaborating with the Distribution Center and cross-functional teams to deliver personalized service.

Responsibilities

• Respond to customer calls, emails, and live chat inquiries about orders, products, and website use.
• Provide product knowledge and style recommendations, and support exchange and abandoned cart outreach programs.
• Investigate customer issues, follow up on resolutions, and process exchange and return paperwork.
• Coordinate with the Distribution Center on order fulfillment and manage order processing and fraud prevention.
• Stay informed about online promotions, contribute process improvement ideas, and prepare departmental reports.

Requirements

• High school diploma or equivalent required; a relevant associate or bachelor's degree is preferred.
• One to two years of customer service experience in fashion or apparel required; ecommerce experience is highly desired.
• Proficiency with Microsoft Outlook, Excel, and Word; Shopify experience is preferred.
• Strong written, verbal, and phone communication skills, accuracy, attention to detail, and ability to multitask.