Customer Service Specialist

Ecommerce Customer Service Specialist

The Ecommerce Customer Service Specialist is responsible for delivering an exceptional, seamless customer experience across digital and phone channels while supporting online sales and in-store traffic. This role manages ecommerce order fulfillment, custom order entry, sales via phone/chat/email, customer complaints, and fraud prevention, ensuring orders are processed accurately and shipped on time. The specialist also collaborates with internal teams to maintain operational efficiency and uphold the brand's high standards.

Key Responsibilities

Customer Experience, Sales & Complaint Management

• Sell products and services to customers over the phone, chat, and email, providing guidance and recommendations to meet their needs.
• Accurately input custom orders, ensuring all specifications are captured correctly.
• Handle customer inquiries and complaints with empathy and professionalism, actively listening, documenting concerns accurately, and determining whether issues can be resolved immediately or require escalation.
• Maintain a guest-first mindset in all interactions, reinforcing brand loyalty and satisfaction.

Ecommerce Order Fulfillment & Operations

• Process online orders end-to-end, including reviewing, fulfilling, and completing orders within established timelines.
• Pull merchandise from multiple store locations as needed, coordinating with store teams to determine the best fulfillment method.
• Prepare receipts, shipping documentation, and carrier labels accurately.
• Pack and ship orders from the Home Office in accordance with brand standards and service-level expectations.
• Monitor ecommerce orders for irregularities, verify order details, and escalate suspected fraud to the appropriate teams.
• Ensure accurate inventory handling and documentation throughout the fulfillment process.

Cross-Functional Collaboration

• Collaborate cross-functionally with internal departments, including Stores, Merchandising, Operations, and Logistics, to ensure timely and accurate order fulfillment, issue resolution, and sales support.
• Communicate customer feedback and trends to leadership and relevant departments to improve processes and customer experience.

Brand & Culture

• Represent the brand with professionalism, consistency, and adherence to company values.
• Maintain open, respectful communication with teammates and leadership.
• Support a positive, accountable, and collaborative team culture.

Qualifications & Skills

• 1+ year of customer service or sales experience (luxury retail preferred)
• 1+ year experience with Salesforce CRM preferred
• Strong multitasking, follow-up, and organizational skills
• Guest-first mindset with strong attention to detail
• Experience with custom order entry and ecommerce sales via phone, chat, or email
• Familiarity with sales and ecommerce platforms (Oracle, Salesforce, Magento, or similar) preferred
• Flexible schedule, including evenings, weekends, and holidays
• Excellent verbal and written communication skills

PT Monday - Friday