E-Commerce Customer Service Representative

AG Jeans; South Gate (CA); On-site; USD 25,000 - 36,000; Full time

Job summary

AG Jeans is seeking an Ecommerce Customer Service Representative to support customers via phone, email, and live chat. You will handle order inquiries, product questions, returns, exchanges, and post-purchase concerns with a focus on accuracy and timely resolution.

The role requires strong communication and organizational skills and experience with ecommerce platforms. This on-site, full-time position offers competitive hourly pay and opportunities to improve customer experience across the AG

Qualifications

• Customer service experience in ecommerce, retail, or direct-to-consumer environments.
• Strong written and verbal communication skills.
• Experience handling phone, email, and live chat support.
• Ability to troubleshoot and resolve customer concerns.
• Excellent organization, attention to detail, and prioritization.
• Familiarity with Shopify, Gladly, and Loop is preferred.

Responsibilities

• Respond to customer inquiries via phone, email, and live chat promptly and professionally.
• Assist with orders, shipping issues, returns, exchanges, refunds, and account questions.
• Provide accurate product information on sizing, fabrics, care, and availability.
• Investigate and resolve damaged items, missing packages, fulfillment errors, and payment disputes.
• Maintain records across customer service and order management systems.
• Collaborate with Ecommerce, Warehouse, and Retail teams to resolve issues.
• Stay updated on company policies, promotions, products, and procedures.
• Identify recurring concerns and suggest process improvements.
• Handle multiple priorities while maintaining accuracy and consistency.
• Support additional ecommerce and customer experience initiatives as needed.

Skills

Customer service

Communication

Multichannel support

Troubleshooting

Organizational skills

Prioritization

Cross-functional collaboration

Independent work

Fashion interest

Tools

Shopify

Gladly

Loop returns management

Microsoft Office

Job description

The Ecommerce Customer Service Representative supports customers through phone, email, and live chat, assisting with order inquiries, product questions, returns, exchanges, and post-purchase concerns. The ideal candidate has customer service experience, preferably in ecommerce or retail, and strong communication, organization, and problem-solving skills. This individual takes ownership of customer inquiries, independently investigates and resolves issues, and provides professional, timely support while following company policies and maintaining a high standard of customer experience.

Key Responsibilities

• Respond to customer inquiries through phone, email, and live chat in a timely and professional manner.
• Assist with order status, shipping and delivery issues, returns, exchanges, refunds, and account inquiries.
• Provide accurate information about products, sizing, fit, fabrics, garment care, and availability.
• Investigate and resolve customer concerns involving damaged items, missing packages, fulfillment errors, and payment disputes.
• Process customer requests and maintain accurate records across customer service and order management systems.
• Work with internal teams, including Ecommerce, Warehouse, and Retail, to investigate and resolve issues.
• Maintain a thorough understanding of company policies, promotions, products, and procedures.
• Identify recurring customer concerns and communicate opportunities for process improvement.
• Manage multiple priorities while maintaining accuracy, organization, and consistent service standards.
• Support additional ecommerce and customer experience initiatives as needed.

Qualifications

• Customer service experience, preferably in ecommerce, retail, or a direct-to-consumer environment.
• Excellent written and verbal communication skills.
• Experience supporting customers through phone, email, and live chat.
• Proven ability to troubleshoot issues and manage customer concerns through resolution.
• Strong organizational skills, attention to detail, and ability to prioritize in a fast-paced environment.
• Comfortable navigating multiple software platforms and learning new systems.
• Proficiency in Microsoft Office.
• Experience with Shopify, customer service platforms (Gladly), and returns management systems (Loop) preferred.
• Ability to work independently and collaborate effectively with cross-functional teams.
• Interest in fashion, denim, and premium apparel is a plus.

This will be a full-time, hourly and on-site only position.