Ecommerce, Client Services Specialist
James Perse, Downey, CA, United States
Objective of the Position
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.
Essential Duties and Job 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 proactive 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.
Principal Skills, Knowledge, and Personal Attributes Required
Education
High School Diploma or equivalent required; Associates or Bachelor’s degree in Merchandising, Communication or closely related field, or an equivalent combination of education and experience, desired.
Work Experience
Minimum 1-2 years of customer service experience in the 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 Required
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.
Benefits
Health, dental, and vision insurance
Life insurance, short-term and long-term disability insurance
Flexible spending accounts and employee assistance program
Paid vacation, paid sick time, and a retirement savings plan with company match
Generous employee discount
Equal Employment Opportunity Statement
We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.
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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.
Essential Duties and Job 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 proactive 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.
Principal Skills, Knowledge, and Personal Attributes Required
Education
High School Diploma or equivalent required; Associates or Bachelor’s degree in Merchandising, Communication or closely related field, or an equivalent combination of education and experience, desired.
Work Experience
Minimum 1-2 years of customer service experience in the 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 Required
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.
Benefits
Health, dental, and vision insurance
Life insurance, short-term and long-term disability insurance
Flexible spending accounts and employee assistance program
Paid vacation, paid sick time, and a retirement savings plan with company match
Generous employee discount
Equal Employment Opportunity Statement
We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.
#J-18808-Ljbffr