Job Description

Short Description:

The E-Commerce Customer Experience Representative is responsible for providing exceptional customer service and support to online customers. They serve as the primary point of contact for inquiries, order assistance, and issue resolution related to e-commerce transactions. Their main goal is to ensure a positive and seamless customer experience throughout the online purchasing process.

Duties / Responsibilities:

• Respond promptly and effectively to customer inquiries via various channels (email, phone..etc.) regarding order status, product information, shipping details, returns, and other e-commerce-related matters within a 24-hour reply rate. Provide accurate and helpful information to resolve customer concerns and ensure customer satisfaction.
• Process customer orders, including order entry, payment verification, and tracking. Collaborate with logistics and shipping teams to ensure timely and accurate order processing, shipping, and delivery. Address any issues or delays related to order fulfillment.
• Troubleshoot and resolve customer issues and concerns related to online shopping, website functionality, payment methods, account access, and technical difficulties. Identify root causes of problems and implement solutions or escalate issues as needed to ensure timely resolution.
• Proactively follow up on pending customer inquiries.
• Process customer refunds, returns, and exchanges according to the department’s standard operating procedure. Ensure that customers receive prompt assistance and appropriate resolutions for their return or exchange requests. Coordinate with the warehouse teams for return logistics and inventory management.
• Collaborating with the accounting department to create credit memos.
• Ensuring accurate and timely data entry of inventory information into the system.
• Updating inventory records to reflect changes in stock levels, including new stock additions, returns, and transfers.
• Assist customers with cancellations and reships according to the department’s standard operating procedures.
• Regularly updating and maintaining databases and spreadsheets with accurate and up-to-date product, inventory, and sales information. This includes entering new product data, updating pricing and stock levels, and recording changes or modifications.
• Monitoring and reviewing new styles or products daily. This involves staying informed about the latest arrivals or additions to the product line, keeping track of any changes or updates, and ensuring the product information is complete and accurate.
• Creating compelling and informative item descriptions for website listings. This clearly and concisely highlights the product's key features, specifications, and benefits. The descriptions should be engaging and persuasive to attract and inform potential customers.
• Develop a comprehensive understanding of the company’s products, including features specifications, pricing, and availability. Provide accurate product information and recommendations to assist customers in making informed purchasing decisions.
• Actively listen to customer feedback and gather insights to identify areas for improvement in the online shopping experience. Communicate customer feedback to the appropriate teams (such as marketing, product development, or IT) to drive enhancements and improve customer satisfaction.
• Meet or exceed established performance metrics, such as response time, customer satisfaction ratings, first-contact resolution, and order accuracy. Maintain accurate and detailed records of customer interactions and transactions. 

Skills / Requirements / Qualifications:

• Bachelor’s Degree in a related field
• Minimum 2 years of progressive experience in customer service or a similar role in the apparel industry.
• Experience with N41 is preferred.
• Experience with FedEx Ship Manager is preferred.
• Familiarity with E-Commerce platforms and online shopping processes.
• Strong verbal and written communication skills.
• Demonstrates a high degree of personal and professional integrity.
• Familiarity with inventory management systems and order fulfillment processes.
• Excellent analytical, time management, and organization skills; meticulous attention to detail
• Proficiency is using customer relationship management systems and customer support software.
• Ability to adapt to a fast-paced, evolving e-commerce landscape and embrace new technologies and trends.
• Excellent Problem-solving skills.
• Must be team-oriented, open to taking direction, and able to work well under pressure.
• Exceptional time management and organizational skills with the ability to multi-task in a fast-paced and changing environment Strong planning skills with expertise in multitasking.
• Proficiency in work/excel/Outlook/Gsuite.
• Positive attitude and a passion for delivering exceptional customer experiences. 

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