Online Experience Lead - E-Commerce Care & Growth

James Perse Enterprises, Inc.; Downey (CA); On-site; USD 33,000 - 44,000; Full time

Job summary

James Perse Enterprises, Inc. in Downey, CA seeks an Online Experience Lead to provide exceptional customer care across phone, email and live chat.

You will collaborate with the Distribution Center and cross-functional teams to ensure a seamless brand experience for ecommerce shoppers. Responsibilities include handling inbound inquiries, processing exchanges/returns, driving sales through proactive outreach, and maintaining accurate order and fraud prevention procedures.

Qualifications

• High School Diploma or equivalent required; Associate or Bachelor's in merchandising or related field preferred.
• Minimum 1–2 years of customer service experience in fashion/apparel; Ecommerce experience highly desired.
• Experience with fashion/apparel customer service and ecommerce is a plus.

Responsibilities

• Field inbound customer service calls to support global ecommerce business and answer questions about orders, products, and website usage.
• Review and respond to incoming customer emails in a timely manner.
• Engage customers via Live Chat with 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 resolutions and following up with customers.
• Document, organize and process customer exchange and returns paperwork.
• Partner daily with Distribution Center to ensure ecommerce order fulfillment remains efficient.
• Manage order processing flow and participate in fraud prevention to release/cancel orders.
• Stay informed about online marketing emails and promotions.
• Identify opportunities and contribute ideas to store process improvement.

Skills

Customer service

Communication

Time management

Multi-tasking

Problem solving

Shopify

MS Office

Education

High School Diploma

Associate or Bachelor’s Degree in Merchandising/Communication

Tools

Shopify

MS Office

Job description

James Perse Enterprises, Inc. in Downey, CA seeks an Online Experience Lead to provide exceptional customer care across phone, email and live chat.

You will collaborate with the Distribution Center and cross-functional teams to ensure a seamless brand experience for ecommerce shoppers. Responsibilities include handling inbound inquiries, processing exchanges/returns, driving sales through proactive outreach, and maintaining accurate order and fraud prevention procedures.