Customer Service Representative

Job Description

Job Description

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discounts
• Health insurance
• Paid time off
• Vision insurance

Ashtel Studios is seeking a detail-oriented and customer-focused Customer Service Representative to support our growing portfolio of consumer brands. Reporting to the E-Commerce Manager, this role is responsible for delivering exceptional customer experience by resolving inquiries, managing post-purchase support, and collaborating with internal teams to ensure timely resolutions. The ideal candidate is an excellent communicator who enjoys solving problems and helping customers.

Job Responsibilities

· Respond to customer inquiries across six consumer brands and two company inboxes, managing approximately 50–100 emails per day.

· Provide prompt, professional, and solution-oriented support through email, phone, and online marketplaces.

· Process replacements, refunds, warranty claims, and order adjustments while maintaining accurate documentation.

· Investigate shipping, fulfillment, and product issues by partnering with Fulfillment, QA, and Production teams.

· Communicate with customers throughout the resolution process to ensure a positive experience.

· Monitor customer feedback to identify recurring issues and recommend process improvements.

· Maintain detailed customer records within internal systems.

· Assist with customer reporting, trends, and insights for the Sales, QA, and E-Commerce teams.

· Support product launches and promotional initiatives by ensuring customer communications remain accurate and up to date.

· Maintain established response time and customer satisfaction goals.

Qualifications

· Previous experience in customer service, e-commerce support, or a similar customer-facing role.

· Experience supporting high-volume email and customer communications preferred.

· Bilingual skills are a plus.

· Proficiency in Microsoft Office (Excel, Word, Outlook, etc.).

· Excellent written and verbal communication skills.

· Strong problem-solving and conflict-resolution abilities.

· Exceptional attention to detail and organizational skills.

· Ability to manage multiple priorities while maintaining accuracy.

· Positive, solution-oriented mindset with a passion for delivering excellent customer experiences.

· Ability to work independently while collaborating effectively with cross-functional teams.