Freelance Ecommerce Customer Service Rep

Downey, California Customer Service Posted April 10, 2024
#217877
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Title: Temp Ecommerce Customer Service Rep
Location: Southeast Los Angeles CA – Onsite position
Start Date: ASAP
End Date: ongoing, temp to hire 
Hours: Monday – Friday, 40 hours. Potential weekends
Pay rate: $20-23/hr.
Hourly rate is commensurate with experience and is an estimated range provided by JBC.

OBJECTIVE OF THE POSITION
The Ecommerce Customer Service Specialist provides exceptional customer care and resolution support within the standards and procedures of the online shop.  This role partners and collaborates with the Distribution Center and other cross-functional team members to deliver an exceptional brand experience and highly personalized service through phone calls, emails and live chat engagement.
 
RESPONSIBILITIES:

  • Field inbound customer service calls to support global e-commerce business. Provide articulate, professional and informed assistance to answer questions about online orders, products and general matters concerning website usage
  • Review and effectively respond to incoming customer emails in a timely manner
  • Engage customers through Live Chat communication by providing informed product knowledge and style/seasonal recommendations
  • Drive sales by pro-active involvement in Exchange Order and Abandoned Cart outreach programs
  • Manage product and service issues by investigating the appropriate resolution and following up with customers to ensure proper, complete and efficient resolution
  • Document, organize and process customer exchange and returns paperwork
  • Partner on a daily basis with the Distribution Center team to ensure ecommerce order fulfillment remains efficient
  • Manage order processing flow and participate in fraud prevention efforts to release and cancel orders
  • Stay well-informed about online marketing emails and promotional activities
  • Identify opportunities and contribute ideas to store process improvement/refinement
  • Run departmental reporting as needed

 
Programs:

  • Will train on chat platform and systems: Shopify and ShipHero

 
Education: 

  • High School Diploma or equivalent required; Associates or Bachelors’ degree in Merchandising, Communication or closely related field or an equivalent combination of education and experience, desired.

 
Work Experience:

  • Minimum 1-2 years of Customer Service experience in fashion/ apparel industry required; Ecommerce experience highly desired but retail experience is okay!

 
Special Skills:

  • MS Office (Outlook, Excel, and Word)
  • High level of accuracy and detail oriented
  • Shopify highly desired
  • Excellent verbal and phone skills utilizing appropriate demeanor and respectful tone to communicate clearly and effectively (concisely)

 

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