Customer Service Representative

Customer Service Representative

For over 45 years, The Wedding Shoppe has helped couples celebrate some of life's most meaningful moments through exceptional service, personalized support, and genuine care. Kennedy Blue, a core Wedding Shoppe brand, serves brides and bridal parties nationwide through an e-commerce-first model built on trust, reliability, and proactive communication.

At The Wedding Shoppe and Kennedy Blue, we combine the heart of a boutique with a collaborative, team-oriented culture where people genuinely care about one another and the experiences we create together. If you enjoy helping people and want to make a meaningful impact during important life moments, we'd love to meet you.

The Customer Service Representative plays an important role in creating a seamless, reassuring, and positive experience for customers throughout their wedding journey. This role serves as a primary point of contact for customers, assisting with product questions, order updates, fulfillment coordination, returns, exchanges, and issue resolution while helping customers navigate emotionally important and timeline-sensitive moments with confidence and care.

The ideal candidate enjoys helping people, communicates with warmth and empathy, and thrives in a fast-paced, customer-focused environment. Success in this role requires strong communication, organization, follow-through, problem-solving, and the ability to remain calm and solutions-oriented during high-pressure situations. This role partners closely with internal teams to ensure every customer interaction reflects The Wedding Shoppe and Kennedy Blue's commitment to trust, professionalism, and exceptional service.

Key Responsibilities

Customer Experience & Communication:

Create a reassuring, responsive, and relationship-driven customer experience by communicating with professionalism, empathy, urgency, and attention to detail throughout every stage of the customer journey, including:

• Responding to customer inquiries across email, phone, chat, and other communication platforms
• Guiding customers through product questions, sizing, order updates, shipping timelines, and wedding-date coordination with confidence and care
• Proactively communicating delays, risks, or fulfillment updates to help customers feel informed and supported
• Reinforcing customer confidence through calm, clear, and solutions-oriented communication
• Maintaining professionalism and composure during emotionally sensitive or high-pressure situations

Order Support & Fulfillment Coordination:

Help ensure orders are executed accurately, efficiently, and on time while maintaining strong communication and follow-through with customers and internal teams, including:

• Supporting customers with order placement, tracking, returns, and exchanges
• Coordinating closely with fulfillment and warehouse teams regarding shipment timing and order status
• Monitoring fulfillment updates and proactively communicating relevant information to customers
• Helping resolve shipping issues, damaged goods, or missing items with urgency and professionalism
• Escalating inventory, fulfillment, or timeline concerns appropriately to protect the customer experience

Customer Issue Resolution:

Take ownership of resolving customer concerns in a thoughtful, timely, and solutions-oriented manner while balancing empathy, professionalism, and company policies, including:

• Resolving customer issues with empathy, urgency, and professionalism
• Navigating emotionally charged customer situations with calm problem-solving and sound judgment
• Identifying situations requiring escalation and involving leadership appropriately
• Accurately documenting customer concerns, resolutions, and follow-up actions within internal systems
• Recognizing recurring customer concerns or operational issues and communicating them proactively

Process, Team Collaboration and Culture:

Contribute to a dependable, team-oriented customer experience through strong organization, accountability, communication, and operational consistency, including:

• Following established customer service procedures and workflows consistently
• Maintaining accurate customer records, notes, and documentation
• Utilizing customer service and order management systems effectively and efficiently
• Communicating customer feedback, concerns, and recurring issues internally
• Supporting teammates proactively during high-volume periods and seasonal demand fluctuations
• Participating actively in team meetings, training, coaching, and continuous improvement efforts
• Representing The Wedding Shoppe and Kennedy Blue with professionalism, empathy, accountability, and care in every interaction

Qualifications

23+ years of experience in customer service, retail, hospitality, e-commerce, bridal, luxury retail, or another fast-paced customer-facing environment preferred

Strong written and verbal communication skills with the ability to communicate clearly, professionally, and empathetically across email, phone, chat, and internal channels

Demonstrated ability to remain calm, organized, and solutions-oriented during emotionally sensitive, time-sensitive, or high-pressure customer situations

Strong follow-through, attention to detail, and ability to manage multiple customer needs, order details, timelines, and documentation accurately

Sound judgment and problem-solving skills, with the ability to identify issues, make practical decisions, and escalate appropriately when needed

Reliable, accountable, and productive, with the ability to work independently while contributing to a collaborative team environment

Comfortable learning and using multiple technology platforms, including Shopify, Gorgias, Aircall, Slack, Asana, Microsoft Office, Google Workspace, and related customer service or order management systems

Bridal, fashion, apparel, wedding-industry, or e-commerce fulfillment experience is a plus but not required

What Success Looks Like

Customers feel heard, reassured, informed, and cared for throughout their experience

Customer inquiries and issues are handled with accuracy, urgency, professionalism, and empathy

Order updates, timeline risks, returns, exchanges, and fulfillment concerns are communicated proactively and clearly

Customer records, notes, follow-up actions, and documentation are completed accurately and consistently

Issues are resolved thoughtfully, with appropriate judgment, escalation, and follow-through

The role contributes to a dependable, collaborative team environment, especially during high-volume or time-sensitive periods

Performance reflects strong responsiveness, service quality, productivity, and alignment with Wedding Shoppe and Kennedy Blue brand standards