DTC/DX Customer Service Specialist

AMOREPACIFIC US, INC•New York, NY

6d•$70,000 - $75,000

About The Position

The Customer Service Specialist supports the day-to-day management of customer service operations across AMOREPACIFIC US brands. Working with the Customer Service team, offshore customer service partners, the Warehouse team, and other cross-functional groups, the specialist helps ensure customer inquiries and escalations are resolved accurately and promptly. The role develops a comprehensive understanding of the customer journey and customer service operations while supporting ticket management, escalations, customer feedback, fulfillment issues, and customer service platforms.

Requirements

2+ years of experience in customer service, customer operations, e-commerce, or a related field preferred.
Experience working with customer service platforms or helpdesk systems preferred.
Strong organizational skills and attention to detail, with the ability to manage multiple tasks and priorities.
Excellent written and verbal communication skills.
Ability to analyze customer feedback and identify recurring trends or issues.
Strong interpersonal and collaboration skills when working with internal teams, offshore partners, warehouse teams, and external vendors.
Strong sense of ownership and accountability, with the ability to follow issues through to resolution.
Ability to learn new systems, processes, and technologies quickly.
Ability to work in a fast-paced environment and adapt to changing business needs.
Ability to work flexible schedules, including occasional extended hours, weekends, and holidays based on operational needs and peak business periods.

Nice To Haves

Experience with Gorgias, Shopify, Yotpo, or similar customer service and e-commerce platforms.
Proficiency in Microsoft Excel and Microsoft PowerPoint.
Experience with e-commerce, beauty, or consumer products.

Responsibilities

Support day-to-day customer service operations across AMOREPACIFIC US brands.
Develop an understanding of the customer journey, including order placement, fulfillment, shipping, returns, replacements, inquiries, and escalations.
Review and manage customer service tickets in Gorgias.
Investigate and resolve escalations submitted by the offshore Customer Service team in a timely manner.
Partner with the offshore Customer Service team to clarify processes and address escalated customer issues.
Work with the Warehouse team to resolve fulfillment-related customer issues and support smooth customer operations.
Coordinate and track customer order replacements with the Warehouse team to ensure timely processing and shipment.
Monitor recurring customer issues, complaints, and operational trends, and maintain accurate records.
Review tickets to ensure fields, tags, and categorization are accurately applied in Gorgias.
Support the development and maintenance of customer service reports and tracking documents.
Manage customer reviews and questions in Yotpo by monitoring, escalating, and responding to customer feedback.
Assist with processing TikTok Shop returns and resolving related customer issues.
Monitor and respond to TikTok Shop customer messages in accordance with customer service guidelines.
Assist with creating, maintaining, and optimizing Customer Service SOPs, workflows, macros, and internal resources.
Document recurring customer and operational issues and work with relevant teams to identify root causes and potential solutions.
Review and dispute chargebacks for all AmorePacific brands.
Assist with monthly vendor invoice submissions, ensuring invoices are reviewed and submitted according to established processes.