Ecommerce Customer Care Specialist

Frank & Eileen • Los Angeles, CA

6h • $26 - $28

About The Position

Frank & Eileen is looking for an Ecommerce Customer Care Specialist to join our team. This is a customer-facing role for someone who is personable, detail-oriented, and genuinely passionate about delivering an elevated, on-brand experience at every touchpoint. You will work across omnichannel platforms to resolve customer inquiries, build relationships, and represent Frank & Eileen with warmth and professionalism in every interaction. The ideal candidate brings prior experience in luxury or DTC customer service, a strong understanding of ecommerce and retail operations, and a natural ability to balance efficiency with a personal touch.

Requirements

• 2+ years of luxury omnichannel customer service in a like-minded environment (ecommerce, wholesale, and retail) with relevant fashion experience preferred.
• Working knowledge of: Microsoft OS, Shopify, Full Circle (or other ERP system), and all social media platforms.
• Ability to think outside the box and question everything, with a keen eye for detail.
• Excellent time management skills, extremely well organized and adept at prioritizing workloads under pressure and independently.
• Ability to multitask and self manage.
• A high level of integrity in all communications and interactions.
• Ability to collaborate and comfortable communicating with other teams to find solutions.
• Strong verbal and written skills.

Responsibilities

• Work hand-in-hand with current customer service team members, ensuring excellent customer relations across high volume omnichannel platforms.
• Be highly personable and hold conversations with all types of clientele, leaving them with a personalized customer service experience.
• Troubleshoot and resolve customer issues with orders, exchanges, returns, etc. with grace and efficiency.
• Develop a strong understanding of product line and company voice, constantly leveraging to create up-selling + cross-selling opportunities.
• Identify and grow relationships with VIP customers, with personalized service and individual outreach.
• Create on-brand packages and content on an as-needed basis.
• Maintain reporting, tracking, and systems.
• Represent the core values of Frank & Eileen, and act as a brand ambassador in all communications.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed