Customer Experience Representative

Free Fly Apparel; Charleston, Northern (SC, KY); Hybrid; USD 38,000 - 52,000; Full time

Job summary

Free Fly Apparel in Charleston, SC is seeking a Customer Experience Representative to manage product questions, shipping issues, returns, exchanges, and related inquiries with a friendly, brand-aligned voice.

This role involves being the face of the brand, handling inquiries via calls, emails, chats, and messages, collaborating with fulfillment, supporting pre- and post-purchase questions, and helping delight customers with timely, helpful service.

Qualifications

• 1-3 years of relevant customer-care experience.
• Experience with POS systems (Shopify) preferred.
• Bachelor’s degree preferred.

Responsibilities

• Be the face of the brand and represent Free Fly life.
• Handle inquiries (calls, emails, chats) with on-brand language.
• Assist post-purchase questions including returns and exchanges.
• Support pre-purchase questions with product fit and shipping details.
• Coordinate with fulfillment to prevent delays.
• Delight customers with thoughtful touches.
• Track trends in customer communication to improve experience.
• Review and publish customer reviews, engaging with customers.
• Collaborate cross-functionally to align product knowledge and promos.

Skills

Excellent communication

Teamwork

Adaptability

Problem-solving

Attention to detail

Self-motivation

Education

Bachelor’s Degree preferred

Tools

Shopify

Job description

About Free Fly: Free Fly Apparel is a Charleston, SC-based performance clothing company specializing in unique bamboo material blends. Before launching in 2011, we spent over two years of research and development to come up with the softest performance fabrics imaginable. Our design philosophy is anchored in fun and adventure while superior design and craftsmanship remains our focus. Whether you're on the water, exploring the mountains or hitting the gym, we're confident this will quickly become your favorite shirt. Free Fly's products are sold throughout 1,000+ specialty stores and they are also available through our website at www.freeflyapparel.com.

On a day-to-day basis, our Customer Experience Representative will manage all customer inquiries regarding product questions/suggestions, shipping issues, return/exchange assistance and more.

Job Tasks and Responsibilities

• Be the face of the brand and actively represent the Free Fly life
• Handle all customer inquiries (calls, emails, messages, chats) in a timely and friendly manner using on-brand language and style while building relationships with the customer
• Provide support and give a positive experience to customers with questions in the post-purchase process including returns and exchanges, order changes, incorrect orders, shipping questions and issues, account and billing questions, etc.
• Provide support and positive brand exposure to potential customers with pre-purchase questions including product and fit suggestions, shipping timing, manufacturing information, etc.
• Communicate with fulfillment center getting ahead of any potential delays or shipping issues
• Creatively surprise and delight customers with special engagements and unique touches
• Pay attention to trends in customer communication and notice opportunities to improve the customer experience
• Review, moderate, & publish customer reviews to the website, responding to and engaging with customers as needed
• Build cross-functional and collaborative relationships to ensure firm understanding of product catalog & individual product features, and marketing campaigns and promos

Minimum Qualifications

• 1-3 years of relevant experience (direct customer interaction) required
• Experience with computerized POS system (like Shopify) preferred
• Bachelor’s Degree preferred

Required Competencies

• Technically inclined and able to learn new platforms quickly and efficiently
• Excellent communication and teamwork skills
• Ability to perform in a fast-paced and quickly changing environment
• Self-motivated, highly organized, and able to handle a variety of tasks and responsibilities in an effective manner while paying attention to detail
• Problem-solving skills with the ability to think on your feet
• Professional and positive attitude

Free Fly is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace for all employees.