Customer Service Representative

About Lucky Scent

Lucky Scent is the leading destination for niche and luxury fragrances, offering one of the world's most curated selections of independent perfume brands. Through luckyscent.com and our Scent Bar retail locations, we help customers discover unique fragrances through exceptional service, expert guidance, and an unparalleled shopping experience.

We're looking for a Customer Service Representative who is passionate about delivering outstanding customer experiences and enjoys helping customers navigate the world of niche fragrance.

Position Summary

The Customer Service Representative is responsible for providing exceptional support to customers across multiple communication channels, including email, phone, chat, and social messaging. This role serves as a key point of contact for our e-commerce customers, helping resolve order issues, answer product questions, coordinate with fulfillment and retail teams, and ensure every customer interaction reflects the premium service standards of Luckyscent and Scent Bar.

This position is primarily focused on supporting our growing e-commerce business while collaborating closely with Operations, Retail, Marketing, and Finance to ensure a seamless customer experience.

Key Responsibilities

Customer Support

• Respond to customer inquiries via email, phone, live chat, and other communication channels
• Provide knowledgeable recommendations on fragrances, samples, and products
• Resolve order issues including shipping delays, returns, exchanges, damaged packages, and delivery questions
• Process refunds, replacements, cancellations, and order modifications within company guidelines
• Maintain a professional, empathetic, and solution-oriented approach during every customer interaction
• Meet established service level expectations for response time and customer satisfaction

Order Management

• Review and manage customer orders for accuracy
• Coordinate with warehouse and fulfillment teams to resolve shipping or inventory issues
• Assist customers with order tracking and delivery concerns
• Escalate complex issues appropriately while maintaining customer communication
• Monitor backorders and communicate proactive updates to customers

Product & Brand Expertise

• Develop a strong understanding of niche fragrance brands and product assortment
• Help customers discover fragrances based on their preferences and previous purchases
• Stay current on new product launches, discontinued items, promotions, and brand stories
• Educate customers on sampling, fragrance concentration, ingredients, and product care

Cross-Functional Collaboration

• Partner with Fulfillment and Operations to resolve shipping and inventory issues
• Work closely with Retail teams to coordinate customer pickups and in-store support
• Collaborate with Marketing regarding promotions, loyalty initiatives, and customer communications
• Support Finance by assisting with payment questions, refund reconciliation, and chargeback documentation
• Identify recurring customer issues and recommend process improvements

Continuous Improvement

• Document customer interactions accurately within order management systems
• Identify trends in customer inquiries and recommend improvements to processes and FAQs
• Assist with testing website functionality and reporting customer-facing issues
• Contribute to improving the overall customer experience through feedback and process enhancements

Qualifications

Required

• 2+ years of customer service experience, preferably in e-commerce or retail
• Excellent written and verbal communication skills
• Strong attention to detail and organizational skills
• Ability to multitask in a fast-paced environment
• Comfortable learning multiple software systems
• Professional, positive, and customer-first attitude
• Strong problem-solving abilities
• Proficiency in Microsoft Office or Google Workspace

Preferred

• Experience with Shopify, Gorgias, Zendesk, Tiktok shop, or similar customer support platforms
• Experience working with order management or ERP systems
• Retail or luxury goods experience
• Passion for fragrance, beauty, skincare, or luxury products
• Experience supporting high-volume e-commerce businesses

Physical Requirements

• Ability to work primarily at a computer throughout the day
• Occasional lifting up to 20 pounds
• Ability to work in-office several days per week

Work Schedule

• 5 days per week, including either Saturday or Sunday coverage
• Occasional weekend or holiday coverage during peak retail periods