Custormer care service


Responsibilities include, but are not limited to: Oversee daily order operations and customer communications including monitoring order processing, chargebacks, returns and exchanges, missing packages, and product inquiries. Monitor and respond to customer communications in a timely and professional manner Manage sensitive customer issues, research optimal solutions, and bring issues to closure quickly, professionally, and thoughtfully Monitor open order and fulfillment status and help us achieve shipment targets Work effectively with 3PL warehouse team to ensure accuracy of order fulfillment, timely shipping and make adjustments in a timely manner as needed Analyze and produce weekly reporting on returns and customer inquiries Identify optimization opportunities across our customer communications and order fulfillment Become a product expert and upsell and cross sell customers who contact us and build long lasting relationships with the brand Ensure customers and 3PL fulfillment center adhere to returns policy and shipping guidelines Reconcile inbound orders prior to arrival in warehouse to ensure smooth check in and outbound Assist customers with placing, tracking, and returning orders along with advising on styling and sizing Assist in processing returns and adjusting orders Serve as key liaison between the customer and the brand providing actionable customer insights to help shape improvements to our order operations and service model going to Nice commerce at least once a week Requirements Excellent verbal, written, and social skills Prior customer relationship management experience Excellent problem-solving skills At least 2 years of demonstrated performance in a customer-focused environment preferred Adaptable and can manage high volume of priorities with ease Must be punctual, organized and task-oriented Proficient with software and systems (Shopify, ShipHero, Loop) Strong Microsoft Office skills (Outlook, Word, Excel, Powerpoint) Proven related experience in the luxury space