Summary
The Ecommerce Client Services Specialist provides personalized customer care for the online shop through phone, email, and live chat. This role works closely with the Distribution Center and cross-functional teams to resolve orders, manage returns and exchanges, support fulfillment, and contribute to revenue-driving outreach.
Responsibilities
- Field inbound customer service calls about orders, products, and website use
- Respond to incoming customer emails in a timely and professional manner
- Engage customers via live chat with product knowledge and style recommendations
- Drive sales through Exchange Order and Abandoned Cart outreach programs
- Investigate and resolve product and service issues, following up to ensure satisfactory resolution
- Document and process customer exchanges and returns paperwork
- Partner with the Distribution Center to support efficient ecommerce order fulfillment
- Manage order processing flow and participate in fraud prevention to release or cancel orders
- Run departmental reporting and identify opportunities for process improvement
Requirements
- High school diploma or equivalent; Associates or Bachelors degree in a related field preferred
- Minimum 1-2 years customer service experience in fashion/apparel; ecommerce experience highly desired
- Experience with Shopify highly desired
- Proficiency with MS Office (Outlook, Excel, Word)
- High level of accuracy, strong attention to detail, and ability to multi-task
- Excellent verbal and phone communication skills and professional demeanor
