Online Experience Lead

Summary

The Online Experience Lead provides exceptional customer care and resolution support for the James Perse online shop, partnering with the Distribution Center and cross-functional teams. The role delivers personalized service via phone, email, and live chat while driving sales through exchange order and abandoned cart outreach. The position also manages order processing, returns and exchanges documentation, and participates in fraud prevention and fulfillment coordination.

Responsibilities

• Field inbound customer service calls and provide product and order assistance
• Respond to incoming customer emails in a timely and professional manner
• Engage customers via live chat offering product knowledge and styling recommendations
• Drive sales through outreach for exchange orders and abandoned carts
• Investigate and resolve product and service issues and follow up to ensure resolution
• Document and process returns and exchange paperwork
• Partner with the Distribution Center to support efficient ecommerce order fulfillment
• Manage order processing flow and assist with fraud prevention efforts

Requirements

• High school diploma or equivalent; Associates or Bachelor's degree in merchandising, communications, or related field preferred
• Minimum 1 year customer service experience in the fashion/apparel industry; ecommerce and Shopify experience highly desired
• Proficiency with MS Office (Outlook, Excel, Word) and high level of accuracy and attention to detail
• Excellent verbal and phone communication skills with a customer-focused demeanor
• Strong time management, problem solving, and ability to multitask in a fast-paced environment