DTC/DX Customer Experience & Operations Specialist

AMOREPACIFIC US, INC; New York (NY); On-site; USD 70,000 - 75,000; Full time

Job summary

The AMOREPACIFIC US, INC is seeking a Customer Service Specialist to support daily customer service operations across AMOREPACIFIC US brands. You will collaborate with the Customer Service team, offshore partners, Warehouse, and cross-functional teams to resolve inquiries and escalations promptly.

Ideal candidates are highly organized, detail-oriented, and comfortable managing multiple priorities in a fast-paced environment, with a solid understanding of the customer journey and experience with

Qualifications

• 2+ years in customer service or related field.
• Experience with customer service platforms preferred.
• Familiar with Gorgias, Shopify, Yotpo or similar.

Responsibilities

• Support the day-to-day management of customer service operations across AMOREPACIFIC US brands.
• Review and manage customer service tickets within Gorgias and ensure proper categorization.
• Manage escalations submitted by offshore Customer Service team and ensure timely resolution.
• Coordinate with Warehouse to resolve fulfillment-related issues and track replacements.
• Monitor customer feedback and trends to identify opportunities for improvement.

Skills

Customer service

E-commerce

Data analysis

MS Excel

MS PowerPoint

Communication

Attention to detail

Tools

Gorgias

Shopify

Yotpo

Job description

The AMOREPACIFIC US, INC is seeking a Customer Service Specialist to support daily customer service operations across AMOREPACIFIC US brands. You will collaborate with the Customer Service team, offshore partners, Warehouse, and cross-functional teams to resolve inquiries and escalations promptly.

Ideal candidates are highly organized, detail-oriented, and comfortable managing multiple priorities in a fast-paced environment, with a solid understanding of the customer journey and experience with