Online Experience Lead

Brobston Group LLC; Downey (CA); On-site; USD 48,000 - 64,000; Full time

Job summary

Brobston Group LLC is seeking an Online Experience Lead to deliver exceptional customer care for the James Perse online shop. You will partner with the Distribution Center and cross-functional teams to resolve issues and drive sales through exchanges and abandoned cart outreach.

You will manage order processing, returns documentation and fraud prevention while guiding customers via phone, email and live chat with product knowledge and styling advice.

Qualifications

• High school diploma or equivalent; merchandising/communications degree preferred.
• 1 year customer service experience in fashion/apparel industry; ecommerce and Shopify experience highly desired.
• Proficiency with MS Office and high level of accuracy and attention to detail.
• Excellent verbal and phone communication skills with a customer-focused demeanor.

Responsibilities

• Field inbound customer service calls and provide product and order assistance.
• Respond to incoming customer emails in a timely and professional manner.
• Engage customers via live chat offering product knowledge and styling recommendations.
• Drive sales through outreach for exchange orders and abandoned carts.
• Investigate and resolve product and service issues and follow up to ensure resolution.
• Document and process returns and exchange paperwork.
• Partner with the Distribution Center to support efficient ecommerce order fulfillment.
• Manage order processing flow and assist with fraud prevention efforts.

Skills

Customer service

Live chat

Phone support

Sales awareness

Education

High school diploma

Associates or Bachelor's degree preferred

Tools

Shopify

MS Office

Job description

Summary

The Online Experience Lead provides exceptional customer care and resolution support for the James Perse online shop, partnering with the Distribution Center and cross-functional teams. The role delivers personalized service via phone, email, and live chat while driving sales through exchange order and abandoned cart outreach. The position also manages order processing, returns and exchanges documentation, and participates in fraud prevention and fulfillment coordination.

Responsibilities

• Field inbound customer service calls and provide product and order assistance
• Respond to incoming customer emails in a timely and professional manner
• Engage customers via live chat offering product knowledge and styling recommendations
• Drive sales through outreach for exchange orders and abandoned carts
• Investigate and resolve product and service issues and follow up to ensure resolution
• Document and process returns and exchange paperwork
• Partner with the Distribution Center to support efficient ecommerce order fulfillment
• Manage order processing flow and assist with fraud prevention efforts

Requirements

• High school diploma or equivalent; Associates or Bachelor's degree in merchandising, communications, or related field preferred
• Minimum 1 year customer service experience in the fashion/apparel industry; ecommerce and Shopify experience highly desired
• Proficiency with MS Office (Outlook, Excel, Word) and high level of accuracy and attention to detail
• Excellent verbal and phone communication skills with a customer-focused demeanor
• Strong time management, problem solving, and ability to multitask in a fast-paced environment