eCommerce Customer Service Representative

Core Responsibilities

• Supports all contact channels by successfully handling inquiries via email, chat, phone and other channels as assigned
• Assists customers with placing, tracking, and returning orders while maintaining a friendly, can do attitude
• Responsible for researching and resolving complaints to ensure customer retention and satisfaction
• Document customer interactions thoroughly and accurately in our CRM and order systems
• Create a fun shopping experience by providing styling advice to customers
• Self-starter, able multitask in a fast-paced environment
• Partnering with leadership team to escalate any site or system related issues
• Participates in team building activities
• Constantly analyze and suggest improvements to overall Show Me Your Mumu customer service experience.

Job Requirements

• Experience working with Full Circle, Shopify, Shipstation and Zendesk
• Strong computer skills to include, MS Office, MS Excel and web-based systems (shipping system, ERP (Full circle) and Shopify
• 2 or more years of prior experience of working as a customer care representative in a call center environment
• High School Diploma or two years related experience and/or training; or equivalent combination of education and experience/ Some college courses
• Prior experience working for a company that specialized in fashion, Bridesmaids dresses is a huge plus
• Ability to work independently and as a team
• Strong problem-solving abilities
• Ability to defuse situations and calm customers when necessary

Quality

• Demonstrates accuracy and thoroughness; Looks for ways to improve and promote
• Applies feedback to improve performance.
• Monitors own work to ensure quality.
• Highly motivated with a natural sense of urgency and organization.
• Meets or exceeds productivity standards; Completes work in a timely manner. Strives for continuous improvement.
• Must be able to walk or stand for extended periods of time
• Ability to be flexible with schedule in respect to the needs of the business: this includes working overtime, holidays and weekends.

Working Environment

• Customer Care area – workstation desk space with monitors, phone and computer equipment
• As needed – Warehouse/Operations environment
• Answers phones and email and places calls or generates correspondence replying to general status inquiries and questions about customer orders and product information
• Answers in-bound calls and makes outbound calls
• Generates correspondence via e-mail or letter replying and responding to general status inquiries, questions about customer watch orders and product information
• Processes return authorizations (RA's) from customers