Ecommerce Customer Care Representative

Gentle Fawn; Vancouver; Hybrid; CAD 38,000 - 55,000; Full time

Job summary

A leading company in the fashion industry is seeking an Ecommerce Customer Care Representative. This role involves serving as the first point of contact for online customers, responding to inquiries, processing orders, and ensuring customer satisfaction. The ideal candidate will possess excellent communication and organizational skills, with a minimum of 2 years of customer service experience, ideally within the apparel sector. This position is primarily office-based but includes the potential for hybrid or remote work.

Qualifications

• At least 2 years experience in customer service.
• Strong analytical and written communication skills.
• Experience in the apparel industry is preferred.

Responsibilities

• Respond to customer inquiries across various platforms.
• Process return authorizations and handle special requests.
• Provide management with customer insights and feedback.

Skills

Communication

Organization

Interpersonal Skills

Analytical Skills

Tools

MS Office

Shopify

ERP System

Job description

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.

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