Ecommerce, Client Services Specialist
James Perse Enterprises, Downey, CA, United States
Overview
The Ecommerce, Client Services Specialist provides exceptional customer care and resolution support within the standards and procedures of the James Perse online shop. This role partners and collaborates with the Distribution Center and other cross-functional team members to deliver an exceptional brand experience and highly personalized service through phone calls, emails and live chat engagement.
Responsibilities
Field inbound customer service calls to support global ecommerce business. Provide articulate, professional and informed assistance to answer questions about online orders, products and general matters concerning website usage
Review and effectively respond to incoming customer emails in a timely manner
Engage customers through Live Chat communication by providing informed product knowledge and style/seasonal recommendations
Drive sales by pro-active involvement in Exchange Order and Abandoned Cart outreach programs
Manage product and service issues by investigating the appropriate resolution and following up with customers to ensure proper, complete and efficient resolution
Document, organize and process customer exchange and returns paperwork
Partner on a daily basis with the Distribution Center team to ensure ecommerce order fulfillment remains efficient
Manage order processing flow and participate in fraud prevention efforts to release and cancel orders
Stay well-informed about online marketing emails and promotional activities
Identify opportunities and contribute ideas to store process improvement/refinement
Run departmental reporting as needed
Other duties as assigned
Qualifications
High School Diploma or equivalent required; Associates or Bachelors’ degree in Merchandising, Communication or closely related field or an equivalent combination of education and experience, desired
Minimum 1-2 years of Customer Service experience in fashion/apparel industry required; Ecommerce experience highly desired
Special Skills
MS Office (Outlook, Excel, and Word)
High level of accuracy and detail oriented
Shopify experience, highly desired
Excellent verbal and phone skills utilizing appropriate demeanor and respectful tone to communicate clearly and effectively (concisely)
Competencies
Written Communications
Informing
Priority Setting
Time Management
Functional/ Technical Skills
Integrity and Trust
Listening
Dealing with Ambiguity
Comfort Around Higher Management
Ability to Multi-Task
Decision Quality
Interpersonal Savvy
Managerial Courage
Problem Solving & Process Management
Pay Transparency
This position pays $24.00 per hour
EEO/Company Information
JAMES PERSE was founded over 20 years ago in Los Angeles, California. James’ mission is to bring an elevated look and feel to apparel and related products, with a focus on quality, design and customer service. Our policies prohibit discrimination against any person because of race, color, national origin, religion, gender, gender identity, age, marital status, disability, sexual orientation, or any other characteristic protected by applicable law.
Benefits
James Perse offers competitive benefits packages, including health, dental, and vision insurance, life insurance, short-term and long-term disability insurance, flexible spending accounts, an employee assistance program, paid vacation, paid sick time, a retirement savings plan with company match, and a generous employee discount.
How to Apply
To view and learn more about our open positions, visit the James Perse careers page.
#J-18808-Ljbffr
The Ecommerce, Client Services Specialist provides exceptional customer care and resolution support within the standards and procedures of the James Perse online shop. This role partners and collaborates with the Distribution Center and other cross-functional team members to deliver an exceptional brand experience and highly personalized service through phone calls, emails and live chat engagement.
Responsibilities
Field inbound customer service calls to support global ecommerce business. Provide articulate, professional and informed assistance to answer questions about online orders, products and general matters concerning website usage
Review and effectively respond to incoming customer emails in a timely manner
Engage customers through Live Chat communication by providing informed product knowledge and style/seasonal recommendations
Drive sales by pro-active involvement in Exchange Order and Abandoned Cart outreach programs
Manage product and service issues by investigating the appropriate resolution and following up with customers to ensure proper, complete and efficient resolution
Document, organize and process customer exchange and returns paperwork
Partner on a daily basis with the Distribution Center team to ensure ecommerce order fulfillment remains efficient
Manage order processing flow and participate in fraud prevention efforts to release and cancel orders
Stay well-informed about online marketing emails and promotional activities
Identify opportunities and contribute ideas to store process improvement/refinement
Run departmental reporting as needed
Other duties as assigned
Qualifications
High School Diploma or equivalent required; Associates or Bachelors’ degree in Merchandising, Communication or closely related field or an equivalent combination of education and experience, desired
Minimum 1-2 years of Customer Service experience in fashion/apparel industry required; Ecommerce experience highly desired
Special Skills
MS Office (Outlook, Excel, and Word)
High level of accuracy and detail oriented
Shopify experience, highly desired
Excellent verbal and phone skills utilizing appropriate demeanor and respectful tone to communicate clearly and effectively (concisely)
Competencies
Written Communications
Informing
Priority Setting
Time Management
Functional/ Technical Skills
Integrity and Trust
Listening
Dealing with Ambiguity
Comfort Around Higher Management
Ability to Multi-Task
Decision Quality
Interpersonal Savvy
Managerial Courage
Problem Solving & Process Management
Pay Transparency
This position pays $24.00 per hour
EEO/Company Information
JAMES PERSE was founded over 20 years ago in Los Angeles, California. James’ mission is to bring an elevated look and feel to apparel and related products, with a focus on quality, design and customer service. Our policies prohibit discrimination against any person because of race, color, national origin, religion, gender, gender identity, age, marital status, disability, sexual orientation, or any other characteristic protected by applicable law.
Benefits
James Perse offers competitive benefits packages, including health, dental, and vision insurance, life insurance, short-term and long-term disability insurance, flexible spending accounts, an employee assistance program, paid vacation, paid sick time, a retirement savings plan with company match, and a generous employee discount.
How to Apply
To view and learn more about our open positions, visit the James Perse careers page.
#J-18808-Ljbffr