Customer Service Specialist

Engtal; Illinois; On-site; USD 40,000 - 60,000; Full time

Job summary

A luxury fashion house in Illinois is seeking a customer service specialist to serve as a primary point of contact for customers. The role involves handling inquiries through various digital platforms and requires strong problem-solving skills. Ideal candidates will have 2+ years in ecommerce or retail, be proficient in Shopify and related tools, and possess a talent for empathetic communication. This fast-paced position values adaptability and a passion for fashion, offering a unique opportunity to contribute to the brand's growth.

Qualifications

• 2+ years of customer service experience in ecommerce or retail.
• Experience managing escalated customer cases.
• Passion or background in fashion, apparel, or retail is highly valued.

Responsibilities

• Serve as the main point of contact for customers across multiple platforms.
• Manage inquiries related to orders, payments, shipping, returns, and exchanges.
• Collaborate with fulfillment and warehouse teams to resolve discrepancies.
• Troubleshoot technical issues and support compliance with requirements.

Skills

Problem-solving

Empathetic communication

Technical proficiency

Collaboration

Multitasking

Education

High school diploma or equivalent

Associate or bachelor’s degree preferred

Tools

Shopify

Gorgias

Mirakl

Job description

Our client is a globally recognized luxury fashion house specializing in high-end women’s apparel. Their collections are celebrated for their timeless elegance and have been worn by celebrities and people like yourself worldwide.

They are looking for a customer service specialist to be the primary point of contact for their customers across multiple digital platforms. The ideal candidate combines problem-solving ability with professional, empathetic communication, thriving in a fast-paced environment where customer satisfaction is paramount. This team incorporates innovative technology as well so being tech-savvy is a must!

Key Responsibilities

• Serve as the main point of contact for customers via email, phone, live chat, and social media.
• Handle escalated concerns with empathy, urgency, and professionalism to ensure loyalty.
• Manage inquiries related to orders, payments, shipping, returns, and exchanges.
• Operate across Shopify, Gorgias, and Mirakl to resolve issues and process transactions.
• Oversee end-to-end order processes, including refunds, exchanges, and third-party communication.
• Collaborate with fulfillment and warehouse teams to resolve discrepancies or inventory issues.
• Document and track customer feedback, providing insights for continuous improvement.
• Troubleshoot technical issues and support compliance with marketplace requirements.
• Contribute to ecommerce projects and initiatives as the brand continues to grow.
• Strong working knowledge of Shopify, Gorgias, and Mirakl (or similar platforms).
• Excellent written and verbal communication, with a calm, empathetic approach.
• Proven problem-solving and decision-making skills under pressure.
• Adaptability to thrive in a fast-moving, multitasking environment.
• Strong collaborator across ecommerce, fulfillment, and operations.
• Bilingual or multilingual abilities are a plus but not required!

Education & Experience

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• 2+ years of customer service experience in ecommerce or retail.
• Experience managing escalated customer cases.
• Passion or background in fashion, apparel, or retail is highly valued.