Ecommerce Customer Service Representative

Manhead; United States; Remote; USD 10,000 - 60,000; Part time

Job summary

A leading company in the apparel and fashion industry is seeking an Ecommerce Customer Service Representative. This entry-level part-time role involves supporting the Ecommerce team by addressing customer inquiries, resolving order issues, and collaborating with logistics partners. Ideal candidates will have strong communication skills and previous experience in ecommerce customer service.

Qualifications

• Strong written communication and attention to detail.
• Previous ecommerce customer service experience is highly desirable.

Responsibilities

• Answer customer inquiries via Gorgias or other channels.
• Collaborate with logistics partners to resolve order issues.
• Maintain response time SLAs and document interactions accurately.

Skills

Communication

Interpersonal Skills

Attention to Detail

Education

Ecommerce Customer Service Experience

Tools

Gorgias

Shopify

Slack

Zoom

Google Workspace

Job description

Ecommerce Customer Service Representative

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About Manhead LLC
Manhead is a worldwide, full-service merchandise and experiential company creating the intersection of music, fashion, and culture through branded experiences that connect artists and fans. For over thirteen years, Manhead has been a leading, independently owned music/entertainment merchandise company, specializing in touring, e-commerce, creative, retail, licensing, collaborations, and pop-up shops.

About The Role

We are seeking a Customer Service Representative to support our Ecommerce team by handling customer queries and resolving order issues.

What You'll Do

• Answer customer inquiries via Gorgias or other customer service channels.
• Coordinate with the Customer Service and eCommerce teams on customer experience challenges.
• Work with our 3PL partner, Shipbob, to address incorrect or problematic orders.
• Respond promptly to customer requests as guided by the Customer Support Manager.
• Assist during high-demand periods such as product launches, holiday sales, and special events.

Key Responsibilities

• Respond quickly to inquiries about orders, shipping, returns, and policies.
• Identify and escalate ongoing issues to improve customer experience.
• Collaborate with logistics partners to resolve order issues.
• Maintain response time SLAs and document interactions accurately.
• Stay informed on new products and promotions to provide accurate information.
• Maintain a positive, empathetic approach in all customer interactions.

Qualifications

• Strong written communication and attention to detail.
• Excellent interpersonal skills for handling challenging interactions with patience and professionalism.
• Ability to work independently, manage time, and prioritize tasks.
• Experience with Gorgias, Shopify, or similar platforms is a plus.
• Comfortable working remotely with collaboration tools like Slack, Zoom, and Google Workspace.
• Previous ecommerce customer service experience, especially in music/entertainment merchandise, is highly desirable.

Schedule and Availability

• Part-time role with flexible hours; availability during peak sales times and weekends may be required.
• Reliable internet and communication tools are necessary for remote work.

Additional Details

• Seniority level: Entry level
• Employment type: Part-time
• Job function: Other
• Industries: Apparel & Fashion