E-commerce Customer Service Specialist

About the Role

The Frankie Shop is seeking an experienced, highly organized, and proactive E-commerce Customer Service Specialist to join our team.

We are looking for a dependable, solutions-oriented professional with a background in e-commerce customer service who understands the importance of delivering an exceptional customer experience.

The ideal candidate is an excellent communicator, a critical thinker, and a natural problem solver who takes ownership of customer inquiries from start to finish. They are intuitive, detail-oriented, and able to anticipate customer needs, identify potential issues, and take initiative when required.

This individual will play an important role in protecting our brand reputation, building customer trust, and ensuring a seamless post-purchase experience across all channels.

Responsibilities

• Manage customer inquiries primarily via email, with some telephone support, providing clear, professional, thoughtful, and timely responses that reflect our brand's standards.
• Take full ownership of customer issues from initial inquiry through resolution, ensuring every case is followed up on and closed appropriately.
• Anticipate customer needs, provide timely updates, and follow through on outstanding matters without requiring reminders.
• Assist with order modifications, cancellations, refunds, returns, exchanges, shipping delays, delivery issues, and other post-purchase inquiries.
• Follow company policies, procedures, and service standards when providing customer guidance and determining appropriate resolutions. 
• Exercise sound judgment within established guidelines and escalate exceptions or situations requiring approval to the appropriate team or manager. 
• Work closely with ware house, logistics, and carrier partners to investigate missing, delayed, or damaged shipments and resolve fulfillment issues.
• Provide accurate, detailed information regarding products, sizing, fit, availability, materials, and order/company policies.
• Proactively monitor outgoing e-comm orders from placement through delivery, identifying and resolving outstanding issues, delays, or discrepancies. Take ownership of pending order-related inquiries, coordinate with internal teams and external partners as needed, and ensure timely follow-up through resolution. 
• Maintain clear and proactive communication with customers to provide updates, manage expectations, and deliver a positive customer experience. 
• Accurately document order statuses, customer interactions, issue resolutions, and follow-up actions in relevant systems to ensure records remain current, complete, and reliable.
• Work collaboratively with internal teams, communicate clearly, and contribute to a positive, accountable, team-oriented environment.
• Identify recurring customer concerns, operational gaps, and opportunities to improve processes and the overall customer experience.
• Provide support for ad hoc requests, special projects, and evolving business needs as they arise. Demonstrate flexibility, initiative, and a willingness to assist across teams while ensuring daily responsibilities and customer service priorities are consistently met.

Qualifications

• Minimum of 2 years of customer service experience, preferably within fashion, luxury, contemporary retail, or e-commerce.
• 1 year of hands-on Shopify experience preferred
• Excellent written and verbal communication skills, with strong grammar, clarity, tone, and attention to detail.
• Exceptional organizational skills, accuracy, and the ability to manage multiple inquiries and competing priorities simultaneously.
• Strong critical-thinking, analytical, and problem-solving abilities.
• A proactive mindset, with a demonstrated ability to anticipate issues, take initiative, and follow through independently.
• Dependable, punctual, accountable, and consistent in meeting deadlines and commitments.
• Basic Excel skills, including tracking information, maintaining records, and organizing data.
• Ability to work efficiently and remain composed in a fast-paced, deadline-driven environment.
• Experience using Gorgias or a similar customer service ticketing platform.
• Familiarity with returns management, shipping platforms, carrier investigations, and e-commerce fulfillment workflows.