Ecommerce Client Services Specialist

Summary

The Ecommerce Client Services Specialist provides high-quality customer care for the James Perse online shop through phone, email and live chat. This role partners with the Distribution Center and cross-functional teams to resolve order issues, support fulfillment and deliver a personalized brand experience while contributing to online sales initiatives.

• Field inbound customer service calls to assist with orders, product questions and website usage
• Respond to customer emails and engage with customers via live chat with product knowledge and styling guidance
• Drive sales through Exchange Order and Abandoned Cart outreach programs
• Investigate and resolve product and service issues, following up to ensure complete resolution
• Document and process exchange and returns paperwork and manage order processing flow
• Partner with Distribution Center to support efficient ecommerce order fulfillment and participate in fraud prevention
• Run departmental reporting and identify opportunities for process improvement

• High school diploma or equivalent required; postsecondary degree in related field preferred
• Minimum 1-2 years customer service experience in the fashion/apparel industry; ecommerce experience highly desired
• Shopify experience highly desired and proficiency with MS Office (Outlook, Excel, Word)
• Excellent verbal and phone communication skills with a professional demeanor
• High level of accuracy, attention to detail and ability to multi-task