OVERVIEW: As an Ecommerce Customer Care Representative, you are the first point of contact for our online customer. You are our brand ambassador, embodying our brand voice and providing customers with in-depth product knowledge to create an exceptional experience. If you love people, fashion, and are very organized, this is your dream job. We are looking for a candidate with excellent communication, relationship, and organizational skills along with experience in a similar role.

REPORTS TO: Director of Operations

WORK LOCATION: In-office with the possibility of a hybrid/remote option.

TO APPLY: Email your resume and cover letter to with the subject line: "Ecommerce Customer Care Representative Application - "YOUR FIRST NAME AND LAST NAME"

CUSTOMER SERVICE RESPONSIBILITIES:

• Embody out brand voice and personality, responding to customer inquiries on all communication platforms: live chat, email, social, and phone in a timely manner.
• Supply customers with knowledgeable answers regarding product fit, care instructions, and brand information.
• Handle special customer requests such as order cancellations, address updates, order entry, etc.
• Processing return authorizations, refunds, or shopping credits.
• Think creatively when faced with challenges to maximize inventory and customer satisfaction.
• Provide customers with a personal experience; assist with finding the right size and style.
• Work collaboratively with warehouse lead to ensure on-time shipping and delivery.
• Provide solutions to customers with challenging queries, such as lost packages.
• Provide management with customer insights, feedback, and suggestions to improve output and customer experience.
• Partner with Ecommerce Store Manager to create and facilitate new customer support initiatives and strategies to increase revenue and customer retention.

GENERAL RESPONSIBILITIES:

• Work with applicable partners to ensure inventory is available and on-time based on Product Launch Schedule.
• Provide warehouse with anticipated volume and postmortem recaps for high volume periods.
• Report on warehouse output timelines to ensure we are meeting company policies.
• Facilitate and coordinate inventory stock transfers with our wholesale and warehouse teams.
• Monitor repeat inventory, generate reports, and update in Shopify when needed.
• Assist the eCommerce Store Manager with Shopify maintenance when needed.

QUALIFICATIONS:

• Computer skills; proficiency in MS Office, Shopify, and an ERP system.
• Excellent analytical, written, organizational, and interpersonal skills.
• Clear communication, calm phone demeanor, and willingness to speak to customers of the phone.
• Exemplary written correspondence skills.
• Enjoys working with customers in a patient and personable manner.
• At least 2 years experience of demonstrated success in a customer service role.
• Proactive thinking and innovative problem solver who is comfortable dealing with issues and making changes as needed.
• Experience in the apparel industry is preferred.

Thank you for your interest in GENTLE FAWN! Only shortlisted applicants will be contacted.