Customer Service Representative (Shopify)

DNAM Brands; Commerce (CA); On-site; USD 42,000 - 54,000; Full time

Job summary

DNAM Brands is seeking a Customer Service Associate to provide friendly, efficient support to customers by answering questions, resolving issues, and ensuring a positive experience. This role handles inquiries via email or chats on platforms such as Whatnot and TikTok Shop.

You will process orders, returns, exchanges, and refunds, and maintain accurate records in CRM or POS systems. Join a team that values clear communication, accuracy, and collaboration to uphold brand standards and deliver

Qualifications

• 1+ year in customer service is required or preferred.
• Strong verbal and written communication abilities.
• Ability to handle high-volume inquiries with empathy and professionalism.
• Familiarity with CRM or POS systems and data entry accuracy.

Responsibilities

• Respond to inquiries via email or chat promptly and professionally.
• Resolve complaints while maintaining a positive customer experience.
• Process orders, returns, exchanges, and refunds accurately.
• Provide clear product, service, and policy information.
• Document interactions and update records in CRM or POS systems.
• Escalate complex issues and follow up to ensure resolution.
• Maintain knowledge of products and procedures; collaborate with teams.
• Aim for targets on response time and customer satisfaction.

Skills

Customer service

Communication

Multitasking

Problem solving

Data entry

TikTok Shop

Shopify

Tools

CRM systems

POS systems

Email / chat tools

Job description

DNAM Brands is a family-owned and operated company that owns and licenses a portfolio of globally recognized fashion and lifestyle brands, including Von Dutch, Ed Hardy, Valentino Orlandi, Allbirds, Badgley Mischka, and more. We are looking for a Customer Service Associate to provide friendly, efficient support to customers by answering questions, resolving issues, and ensuring a positive experience.

This role involves handling inquiries via email or customer service chats on platforms such as Whatnot and Tik Tok. This also includes processing returns and refunds, and maintaining accurate records while representing the company in a professional manner.

Responsibilities

• Respond to customer inquiries via email or chat in a timely and professional manner
• Resolve customer concerns, complaints, and issues while maintaining a positive customer experience
• Process orders, returns, exchanges, and refunds accurately
• Provide product, service, and policy information clearly and consistently
• Document customer interactions and update records in CRM or POS systems
• Escalate complex issues to appropriate teams when necessary and follow up to ensure resolution
• Maintain knowledge of company products, services, and procedures
• Collaborate with team members and other departments to improve customer satisfaction
• Meet individual and team performance goals, including response time and customer satisfaction metrics
• Uphold company standards, policies, and brand representation in all customer interactions

Qualifications

• Strong verbal and written communication skills
• Strong problem solving and multitasking abilities
• 1+ year in customer service
• Strong interpersonal skills and a customer-first mindset
• Proven ability to resolve customer issues efficiently while maintaining professionalism and empathy
• Ability to handle high-volume inquiries and prioritize tasks in a fast-paced environment
• Proficiency with basic computer applications (email, spreadsheets, word processing) and experience using CRM or POS systems
• Strong attention to detail and accurate data entry skills
• Experience working with Tik Tok Shop and Shopify is a plus

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Schedule

• Monday-Friday/Weekends as needed
• 8:00 AM - 4:30 PM