Luxury E‑Commerce Customer Support Specialist

luckyscent; Burbank (CA); On-site; USD 42,000 - 56,000; Full time

Job summary

Lucky Scent in Burbank, CA, is seeking a Customer Service Representative to deliver premium support across email, phone, chat, and social messaging for our growing e-commerce business.

You will resolve order issues, advise on fragrances, coordinate with fulfillment and retail teams, and ensure every interaction reflects Luckyscent's upscale service. This role collaborates with Operations, Marketing, and Finance to maintain a seamless customer experience.

Qualifications

• 2+ years of customer service experience, preferably in e-commerce or retail.
• Excellent written and verbal communication skills.
• Strong attention to detail and organizational skills.
• Ability to multitask in a fast-paced environment.
• Comfortable learning multiple software systems.
• Professional, positive, and customer-first attitude.
• Strong problem-solving abilities.
• Proficiency in Microsoft Office or Google Workspace.

Responsibilities

• Respond to customer inquiries via email, phone, live chat, and other communication channels.
• Provide knowledgeable recommendations on fragrances, samples, and products.
• Resolve order issues including shipping delays, returns, exchanges, damaged packages, and delivery questions.
• Process refunds, replacements, cancellations, and order modifications within company guidelines.
• Maintain a professional, empathetic, and solution-oriented approach during every customer interaction.
• Meet established service level expectations for response time and customer satisfaction.
• Review and manage customer orders for accuracy.
• Coordinate with warehouse and fulfillment teams to resolve shipping or inventory issues.
• Assist customers with order tracking and delivery concerns.
• Escalate complex issues appropriately while maintaining customer communication.
• Monitor backorders and communicate proactive updates to customers.
• Develop a strong understanding of niche fragrance brands and product assortment.
• Help customers discover fragrances based on their preferences and previous purchases.
• Stay current on new product launches, discontinued items, promotions, and brand stories.
• Educate customers on sampling, fragrance concentration, ingredients, and product care.
• Partner with Fulfillment and Operations to resolve shipping and inventory issues.
• Work closely with Retail teams to coordinate customer pickups and in-store support.
• Collaborate with Marketing regarding promotions, loyalty initiatives, and customer communications.
• Support Finance by assisting with payment questions, refund reconciliation, and chargeback documentation.
• Identify recurring customer issues and recommend process improvements.
• Document customer interactions accurately within order management systems.
• Identify trends in customer inquiries and recommend improvements to processes and FAQs
• Assist with testing website functionality and reporting customer-facing issues.
• Contribute to improving the overall customer experience through feedback and process enhancements.

Skills

Customer service

Communication

Attention to detail

Multitasking

Software proficiency

Problem solving

Microsoft Office

Google Workspace

Tools

Shopify

Gorgias

Zendesk

TikTok Shop

ERP systems

Job description

Lucky Scent in Burbank, CA, is seeking a Customer Service Representative to deliver premium support across email, phone, chat, and social messaging for our growing e-commerce business.

You will resolve order issues, advise on fragrances, coordinate with fulfillment and retail teams, and ensure every interaction reflects Luckyscent's upscale service. This role collaborates with Operations, Marketing, and Finance to maintain a seamless customer experience.