Customer Service Representative
About The Position
COTTONCITIZEN is looking for a skilled customer service representative to join our growing team at our Los Angeles, California headquarters. This person should have a strong understanding of customer service best practices and knowledge of Shopify Plus, and a willingness to learn existing platforms like Gorgias, Loop Returns, AIMS, and others, while constantly suggesting new platforms to improve processes across divisions. The customer service manager will manage our day-to-day inquiries, resolve all customer issues with the appropriate teams, monitor and analyze open inventory to suggest best positioning, and coordinate the fulfillment process to move product from warehouses to retail stores, web store, and wholesale accounts.
Requirements
- 1+ years of customer service experience with a similar contemporary-to-luxury market brand.
- Full time availability.
- Advanced skills in communicating effectively with a friendly and upbeat attitude.
- Demonstrated ability to meet and exceed goals, while solving various problems efficiently and effectively.
- Demonstrated ability to manage and build client relationships.
- Team player; Able to work collaboratively with other team members.
- Willingness to learn and master new platforms and technologies, while constantly researching new technologies that can help provide a better service to customers.
- Reliable, hard-working individual.
Responsibilities
- Serve as main customer service representative for online business, and assist wholesale team with account service management as needed.
- Maintain consistency and efficiency across all customer interactions through a variety of platforms including email, website, and social media, utilizing our existing systems like Shopify, Loop Returns, and Gorgias.
- Manage day-to-day processing of credits, refunds, order problems, shipping problems, claims, inventory, sizing, and complaints.
- Coordinate with warehouse receiving team to efficiently process returns and exchanges according to our existing policies on a daily basis.
- Organize and present returns and exchanges trends, feedback, and other important information to management to address repeating issues.
- Communicate with necessary teams (design, marketing, ecommerce, or production) to reach best solutions for all customers.
- Manage the fulfillment processes of inventory, assisting wholesale and DTC teams in transferring product, monitoring inventory issues, and positioning available inventory in the proper sales channels based on customer needs and feedback that is received and analyzed.
- Complete special projects as requested by the management team.
- Any other duties assigned by management.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
11-50 employees
