DTC Ecommerce Experience Specialist

Vaco Recruiter Services; Raleigh (NC); On-site; USD 42,000 - 56,000; Full time

Job summary

Vaco Recruiter Services is hiring a Customer Service Representative to support a direct-to-consumer ecommerce team in Raleigh. You’ll handle orders, inquiries, and issue resolution across email, phone, chat, and SMS, while maintaining efficient workflows in Gorgias and collaborating with warehouse and logistics teams.

This role emphasizes data-driven insights, process improvements, and post-purchase engagement to drive loyalty and retention.

Qualifications

• 3+ years of customer service experience, preferably in DTC ecommerce brands.
• Strong written and verbal communication skills.
• Proficiency with Shopify and Microsoft Excel.
• Experience with Gorgias; familiarity with Klaviyo, Return Rabbit, and AI tools such as Claude is a plus.
• Strong organizational, multitasking, and time management skills.
• Ability to manage high inquiry volumes while maintaining exceptional service standards.
• Experience analyzing customer feedback and identifying process improvements.

Responsibilities

• Manage customer orders from placement through fulfillment, delivery, returns, exchanges, cancellations, and issue resolution.
• Respond to customer inquiries via email, phone, chat, and SMS in a timely, professional, and customer-focused manner.
• Maintain customer support workflows within Gorgias, including routing, tagging, macros, reporting, and process documentation.
• Partner with warehouse, logistics, and operations teams to resolve fulfillment issues and elevate product, website, or customer experience concerns as needed.
• Analyze customer feedback, ticket trends, and service metrics to provide insights and recommendations for process improvements.
• Prepare regular reports on ticket volume, customer trends, escalations, and performance metrics.
• Support post-purchase customer engagement initiatives, including reviews, retention efforts, and user-generated content campaigns.
• Participate in team meetings and serve as a voice of the customer, identifying opportunities to improve the customer experience.

Skills

Customer service

Written & verbal communication

Time management

Problem solving

Ownership

Team collaboration

Adaptability

Analytical mindset

Customer-focused

Education

Bachelor's degree

High school diploma or equivalent

Tools

Gorgias

Shopify

Klaviyo

Return Rabbit

Claude (AI tools)

Microsoft Excel

Job description

Vaco Recruiter Services is hiring a Customer Service Representative to support a direct-to-consumer ecommerce team in Raleigh. You’ll handle orders, inquiries, and issue resolution across email, phone, chat, and SMS, while maintaining efficient workflows in Gorgias and collaborating with warehouse and logistics teams.

This role emphasizes data-driven insights, process improvements, and post-purchase engagement to drive loyalty and retention.