Coordinator, Customer Service (E-commerce)

Centric Brands•Greensboro, NC

5d•Hybrid

About The Position

Centric Brands is a leading lifestyle brand collective that designs, sources, markets and sells high quality products in multiple segments, including women’s, men’s and kid’s apparel, accessories, entertainment and beauty. Centric Brands is focused on our customers and our brands that will drive the company’s future growth. We are defined by innovation as we seize new opportunities and thrive in an environment informed by creativity and thinking that is both analytical and outside the box. Centric Brands reflects a team built on respect, for others and for the hard work it takes to achieve our goals and build our bright future together. At Centric Brands, non-stop innovation drives our success every day. Our e-comm team works to develop and implement a full range of eCommerce growth strategies across the Centric Brands platform, from owned and branded eCommerce sites like Joe’s, Hudson, Robert Graham and Herve Leger, to major retail names such as Amazon. You’ll be part of a team challenged to build a robust eCommerce presence and achieve long-term growth goals for one of the world’s premier lifestyle brand collectives.

Requirements

1–3 years of experience in e-commerce customer service required.
Experience with customer service ticketing systems and e-commerce returns platforms.
Excellent interpersonal, written, and verbal communication skills.
Strong analytical thinking skills with the ability to resolve issues efficiently and effectively.
Highly motivated, patient, dependable, and exceptionally detail-oriented.
Ability to work effectively in a team environment while also demonstrating initiative and independent problem-solving skills.

Nice To Haves

Bachelor's degree preferred.
Shopify or similar content management system (CMS) experience preferred.
Experience supporting a direct-to-consumer (DTC) retail or e-commerce business is a plus.

Responsibilities

Assist customers with e-commerce orders, returns, exchanges, and respond to all customer inquiries via email, phone, social media, and live chat.
Review customer complaints and track complaint resolutions. Resolve complex and escalated customer service issues.
Maintain and continuously update customer service response templates to ensure consistent, accurate, and effective communication across all customer interactions.
Track lost packages and submit and follow through on shipping claims.
Identify and escalate complex issues to senior representatives or supervisors as appropriate.
Respond to customer product reviews, both positive and negative.
Manage customer service workflows and proactively identify opportunities for process improvements. Monitor recurring customer concerns and recommend solutions to enhance the customer experience.
Take initiative in providing product and sizing guidance, engage customers, and identify appropriate upsell opportunities (e.g., inseam length recommendations, sizing assistance, store inventory inquiries, and store outreach).
Assist with fraud management and chargeback investigations as needed.
Assist with the activation and receipt of new products on the website, including quality assurance of products and customer-facing information.
Support the E-commerce team with online merchandising, site navigation, website quality assurance, and email marketing initiatives.