Ecommerce, Client Services Specialist

jamesperse; Downey (CA); On-site; USD 28,000 - 40,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

Flexible spending accounts

Employee assistance program

Paid vacation

Paid sick time

Retirement plan with company match

Employee discount

Job summary

JAMES PERSE is seeking an Ecommerce, Client Services Specialist to deliver exceptional customer care across phone, email, and live chat. You will work with the Distribution Center to ensure smooth order fulfillment and contribute to sales through proactive exchanges and abandoned cart outreach.

Ideal candidates have 1–2 years in fashion/ecommerce customer service, strong communication, and attention to detail, with Shopify experience and proficiency in MS Office.

Qualifications

• High School Diploma or equivalent required; Associates or Bachelors in Merchandising or related field preferred.
• 1-2 years of customer service experience in fashion/apparel or ecommerce is desirable.

Responsibilities

• Answer inbound calls and communicate product and order information clearly.
• Respond to customer emails promptly with accurate information.
• Engage customers via live chat and provide style recommendations.
• Contribute to exchange/abandoned cart initiatives to drive sales.
• Investigate and resolve product or order issues; follow up for complete resolution.
• Process returns and exchanges efficiently; document paperwork.
• Collaborate with Distribution Center to ensure smooth order fulfillment.

Skills

Customer service

Communication

Phone etiquette

Attention to detail

Multitasking

Education

High School Diploma or equivalent

Tools

Shopify

MS Office

Live chat platforms

Email management

Job description

OBJECTIVE OF THE POSITION

The Ecommerce, Client Services Specialist provides exceptional customer care and resolution support within the standards and procedures of the James Perse online shop. This role partners and collaborates with the Distribution Center and other cross-functional team members to deliver an exceptional brand experience and highly personalized service through phone calls, emails and live chat engagement.

ESSENTIAL DUTIES AND JOB RESPONSIBILITIES

• Field inbound customer service calls to support global ecommerce business. Provide articulate, professional and informed assistance to answer questions about online orders, products and general matters concerning website usage
• Review and effectively respond to incoming customer emails in a timely manner
• Engage customers through Live Chat communication by providing informed product knowledge and style/seasonal recommendations
• Drive sales by pro-active involvement in Exchange Order and Abandoned Cart outreach programs
• Manage product and service issues by investigating the appropriate resolution and following up with customers to ensure proper, complete and efficient resolution
• Document, organize and process customer exchange and returns paperwork
• Partner on a daily basis with the Distribution Center team to ensure ecommerce order fulfillment remains efficient
• Manage order processing flow and participate in fraud prevention efforts to release and cancel orders
• Stay well-informed about online marketing emails and promotional activities
• Identify opportunities and contribute ideas to store process improvement/refinement
• Run departmental reporting as needed
• Other duties as assigned

PRINCIPAL SKILLS, KNOWLEDGE, AND PERSONAL ATTRIBUTES REQUIRED

EDUCATION

• High School Diploma or equivalent required; Associates or Bachelors’ degree in Merchandising, Communicationor closely related field or an equivalent combination of education and experience, desired.

WORK EXPERIENCE

• Minimum1-2 years of Customer Service experience in fashion/ apparel industry required;Ecommerce experience highly desired

SPECIAL SKILLS

• MS Office (Outlook, Excel, and Word)
• Highlevel of accuracy and detail oriented
• Shopify experience,highly desired
• Excellent verbal and phone skills utilizing appropriate demeanor and respectful tone to communicate clearly and effectively (concisely)

COMPETENCIES REQUIRED:

• Written Communications
• Informing
• Priority Setting
• Time Management
• Functional/ Technical Skills
• Integrity and Trust
• Listening
• Dealing with Ambiguity
• Comfort Around Higher Management
• Ability to Multi-Task
• Decision Quality
• Interpersonal Savvy
• Managerial Courage
• Problem Solving & Process Management

PAY TRANSPARENCY:

This position pays $25.00 per hour

JAMES PERSE was founded over 20 years ago in Los Angeles, California by its eponymous designer. James’ signature design philosophy and aesthetic – the pairing of elegance and sophistication with simplicity and comfort – is borne from his passion for minimalist architecture and (as a Los Angeles native) his intimate familiarity with west coast indoor / outdoor living and the casual clothing inspired by it. This approach has been applied to each step in developing the JAMES PERSE brand, which has become synonymous with Southern California life and style.

At the Company’s inception, James’ mission was to bring an elevated look and feel to unique baseball caps and basic tees. Two decades later, the Company has expanded to producing full lines of its famously soft and meticulously constructed modern classics for men and women, as well as home furnishings, accessories, and limited edition goods. Our collections are sold in over 40 JAMES PERSE boutiques, as well as in fine department and specialty stores around the world.

Our employees are smart, creative, passionate, and service-driven individuals who meet the same superior standards we set for our products. We embrace talented people with diverse backgrounds and experiences, and support policies and practices that prohibit discrimination against any person because of race, color, national origin, religion, gender, gender identity, age, marital status, disability, sexual orientation, or any other characteristic protected by applicable law.

JAMES PERSEoffers competitive benefits packages, including health, dental, and vision insurance, life insurance,short-term andlong-term disability insurance,flexible spending accounts,an employee assistance program, paid vacation,paid sick time,a retirement savings planwith company match,and a generous employee discount.

We appreciate your interest in our company and look forward to hearing from you.

We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.