E-Commerce Customer Experience Specialist - On-Site

Joah Brown, LLC; Santa Barbara (CA); On-site; USD 29,000 - 32,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

401(k) with company matching

Paid time off

Job summary

JOAH BROWN seeks an in‑house E‑Commerce Customer Service Representative to join its in‑house team in the Santa Barbara/Carpinteria/Ventura area. You will handle inquiries, guide customers through orders, shipping, returns, and refunds, and collaborate with internal teams to resolve issues with empathy and professionalism.

The ideal candidate will have 2+ years in customer service, experience in e‑commerce or apparel brands, and excellent written and verbal communication.

Qualifications

• 2+ years of professional customer service experience.
• At least 1 year of experience supporting customers in an e-commerce, apparel, retail, or consumer brand environment.
• Experience handling orders, returns, exchanges, refunds, shipping issues, and customer complaints.
• Strong written and verbal communication skills with excellent grammar and attention to detail.
• Proven ability to communicate professionally with customers, including customers who may be frustrated or upset.
• Strong problem‑solving skills and the ability to independently research and resolve issues.
• Ability to manage multiple customer inquiries and priorities while maintaining accuracy.
• Strong organizational skills and attention to detail.
• Comfortable communicating with customers through email, phone, and SMS.
• Ability to work effectively in a fast‑paced environment and adapt to changing priorities.
• High school diploma or equivalent.

Responsibilities

• Respond to customer inquiries through email, phone, and SMS in a timely, professional, and personable manner.
• Assist customers with orders, product questions, shipping, returns, exchanges, refunds, and other order‑related issues.
• Research and resolve customer issues by reviewing order history, shipping information, inventory, and company policies.
• Manage customer complaints and escalated situations with professionalism, empathy, and sound judgment.
• Provide accurate information regarding products, sizing, availability, shipping, returns, and company policies.
• Process returns, exchanges, refunds, and other customer requests accurately and efficiently.
• Maintain detailed and accurate customer records and document customer interactions.
• Identify recurring customer issues and communicate trends or concerns to management.

Skills

Customer service

Communication

Problem solving

Organization

Multitasking

Written communication

Education

High school diploma

Tools

Shopify

Zendesk

Gorgias

Kustomer

Job description

JOAH BROWN seeks an in‑house E‑Commerce Customer Service Representative to join its in‑house team in the Santa Barbara/Carpinteria/Ventura area. You will handle inquiries, guide customers through orders, shipping, returns, and refunds, and collaborate with internal teams to resolve issues with empathy and professionalism.

The ideal candidate will have 2+ years in customer service, experience in e‑commerce or apparel brands, and excellent written and verbal communication.