Part-Time Ecommerce Customer Care Specialist
About The Position
Dana-co is a leading design and manufacturing company specializing in women’s intimate apparel. Our portfolio includes Natori Intimates, Skarlett Blue, Lunya, Oh La La Cheri and other respected brands. We are seeking a customer-focused, detail-oriented Ecommerce Customer Care Specialist to support our online customers and ecommerce operations. The Part-Time Ecommerce Customer Care Specialist delivers exceptional service across our ecommerce platforms and websites. This position assists customers with product selection, sizing, orders, returns, exchanges, billing, and website-related questions while supporting order processing and fulfillment. This is an in-office position requiring availability to work eight hours per day on Tuesday, Wednesday, and Thursday.
Requirements
- Prior retail or ecommerce customer service experience.
- Working knowledge of Shopify required.
- Understanding of ecommerce order fulfillment, returns, exchanges, and the customer journey.
- Proficiency with Microsoft Office and the ability to learn new systems quickly.
- Excellent verbal and written communication skills.
- Strong problem-solving, organization, and attention to detail.
- Ability to prioritize multiple responsibilities in a fast-paced environment.
- Professional, positive, adaptable, and solutions-oriented.
- Strong sense of ownership and commitment to resolving customer issues.
Nice To Haves
- Bachelor’s degree preferred.
- Experience with Gorgias preferred.
- Experience with Amazon Seller Central, BlueCherry, or Loop Returns is a plus.
- Apparel, intimate apparel, fashion, or related industry experience is a plus.
Responsibilities
- Respond to customer inquiries through email, live chat, Gorgias, and other service channels.
- Assist customers with product selection, sizing, fit, and personalized recommendations, including bras and underwear.
- Provide accurate information regarding products, promotions, shipping, returns, exchanges, and company policies.
- Resolve customer concerns promptly and professionally, following each issue through completion.
- Identify appropriate cross-selling and upselling opportunities while maintaining a customer-first approach.
- Monitor and process orders through Shopify, Amazon Seller Central, and other ecommerce platforms.
- Process orders through the company’s ERP system and ensure accuracy and timely fulfillment.
- Research and resolve delayed, held, incomplete, or incorrectly fulfilled orders.
- Process returns, exchanges, refunds, and special orders.
- Coordinate with warehouse and distribution teams regarding inventory, fulfillment, and shipping issues.
- Monitor ecommerce websites for pricing, product, content, navigation, and technical issues.
- Report website errors and customer-impacting issues and follow up through resolution.
- Help maintain accurate product information, promotions, sizing details, FAQs, and customer-facing policies.
- Support ecommerce projects, product and website audits, promotional initiatives, and other assigned projects.
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
