Customer Service

Job Position: Customer Service

Location: Willowbrook, IL 60527

Pay Rate: $20.00/hr

Shift: 8am-5pm Monday -Friday

Description: We are currently seeking a Customer Experience Specialist to provide exceptional customer service to our online customers. Serving as the primary point of contact for ecommerce customers, this person will be responsible for assisting shoppers on all offered service channels including but not limited to email, live chat, and phone. Common customer inquiries include questions/issues regarding product availability, garment sizing/fit, orders, shipping/delivery, payment, refunds, returns/exchanges, etc.

Leveraging a personalized and consultative approach, this person will play a key role in driving online sales and customer retention and will greatly contribute to our continued company growth. The ideal candidate is a customer-centric problem solver who has a positive attitude, excellent written and verbal communication skills, strong business acumen, and an entrepreneurial spirit.

Key Responsibilities
• Respond to, answer, and resolve all customer comments, inquiries, and concerns via email, chat, and phone
• Assist customers with orders, shipping/delivery, returns, website questions, product selection (sizing, fit, etc.), and other inbound inquiries. Provide customers with product recommendations, identifying cross-sell/up-sell opportunities when appropriate.
• Oversee the end-to-end online ordering and RMA process for the ecommerce channel
• Review/approve customer return requests; Process refunds/exchanges using Shopify and company ERP system
• Work closely with the fulfillment team on inventory and order-related issues, including quality control and quality assurance tasks
• Keep up to date on industry trends and identify ways to improve customer experience
• Document customer feedback to share with internal stakeholders
• Ensure website content is up-to-date, accurate, share feedback as needed
• Assist Ecommerce and warehouse teams with other related initiatives and activities as requested

Skills & Competencies
• Exceptional written and verbal communication skills; Able to communicate clearly, professionally, and with empathy.
• Ability to build rapport and form trusting relationships with customers and coworkers; exhibits a high degree of emotional intelligence
• Customer-oriented and solution-focused.
• Possesses sound judgment with keen critical-thinking and decision-making skills.
• Ability to multi-task and navigate ambiguous situations in a fast-paced environment.
• Positive attitude, motivated, self-starter with a bias for action
• Quick learner and able to adapt to new technologies and processes.
• Solid understanding of business operations and processes; Ability to understand and apply a broad knowledge of policies and procedures.
• Ability to be flexible and to work outside of normal business hours if necessary