Coordinator, Customer Service; E-commerce

Customer Service Coordinator

We are looking for a Customer Service Coordinator
to join our growing team in Greensboro. This role will work under the Men's and Women's Platform, primarily on Joe’s Jeans and Hudson Jeans. This role will follow a hybrid work schedule which requires on-site presence Monday-Thursday with Friday being a remote/work from home day. This schedule is subject to change based on business needs.

• Assist customers with e-commerce orders, returns, exchanges, and respond to all customer inquiries via email, phone, social media, and live chat.
• Review customer complaints and track complaint resolutions. Resolve complex and escalated customer service issues.
• Maintain and continuously update customer service response templates to ensure consistent, accurate, and effective communication across all customer interactions.
• Track lost packages and submit and follow through on shipping claims.
• Identify and elevate complex issues to senior representatives or supervisors as appropriate.
• Respond to customer product reviews, both positive and negative.
• Manage customer service workflows and proactively identify opportunities for process improvements. Monitor recurring customer concerns and recommend solutions to enhance the customer experience.
• Take initiative in providing product and sizing guidance, engage customers, and identify appropriate upsell opportunities (e.g., inseam length recommendations, sizing assistance, store inventory inquiries, and store outreach).
• Assist with fraud management and chargeback investigations as needed.
• Assist with the activation and receipt of new products on the website, including quality assurance of products and customer-facing information.
• Support the E-commerce team with online merchandising, site navigation, website quality assurance, and email marketing initiatives.

• Bachelor's degree preferred.
• 1–3 years of experience in e-commerce customer service required.
• Shopify or similar content management system (CMS) experience preferred.
• Experience with customer service ticketing systems and e-commerce returns platforms.
• Experience supporting a direct-to-consumer (DTC) retail or e-commerce business is a plus.
• Excellent interpersonal, written, and verbal communication skills.
• Strong analytical thinking skills with the ability to resolve issues efficiently and effectively.
• Highly motivated, patient, dependable, and exceptionally detail-oriented.
• Ability to work effectively in a team environment while also demonstrating initiative and independent problem-solving skills.

In return, we provide an industry-competitive salary, along with a comprehensive benefits plan (medical, dental, vision) that includes a matching 401(k), Summer Fridays, generous PTO, merchandise discounts, excellent career development opportunities, and a work environment that reflects our industry leadership. Our social impact program, Centric Cares, focuses on volunteerism to make a difference in communities we live and work in and our D&I committee is shaping the future of diversity, equity and inclusion at Centric Brands through workshops, resources and inspiring conversation.

Centric Brands is an Equal Opportunity Employer