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Job Position: Customer Service Representative

Location: Willowbrook, IL 60527

Pay Rate: $20.00/hr

Shift: 8AM to 5PM

We are currently seeking a Customer Experience Specialist to provide exceptional customer service to our online customers. Serving as the primary point of contact for ecommerce customers, this person will be responsible for assisting shoppers on all offered service channels including but not limited to email, live chat, and phone. Common customer inquiries include questions/issues regarding product availability, garment sizing/fit, orders, shipping/delivery, payment, refunds, returns/exchanges, etc.

Key Responsibilities

• Respond to, answer, and resolve all customer comments, inquiries, and concerns via email, chat, and phone

• Assist customers with orders, shipping/delivery, returns, website questions, product selection (sizing, fit, etc.), and other inbound inquiries. Provide customers with product recommendations, identifying cross-sell/up-sell opportunities when appropriate.

• Oversee the end-to-end online ordering and RMA process for the ecommerce channel

• Review/approve customer return requests; Process refunds/exchanges using Shopify and company ERP system

• Work closely with fulfillment team on inventory and order-related issues, including quality control and quality assurance tasks

• Keep up-to-date on industry trends and identify ways to improve the customer experience

• Document customer feedback to share with internal stakeholders

• Ensure website content is up-to-date, accurate, share feedback as needed

• Assist Ecommerce and warehouse teams with other related initiatives and activities as requested

Skills & Competencies

• Exceptional written and verbal communication skills; Able to communicate clearly, professionally, and with empathy.

• Ability to build rapport and form trusting relationships with customers and coworkers; exhibits a high degree of emotional intelligence

• Customer-oriented and solution-focused.

• Possesses sound judgment with keen critical-thinking and decision-making skills.

• Ability to multi-task and navigate ambiguous situations in a fast-paced environment..

• Positive attitude, motivated, self-starter with a bias for action

• Quick learner and able to adapt to new technologies and processes.

• Solid understanding of business operations and processes; Ability to understand and apply a broad knowledge of policies and procedures.

• Ability to be flexible and to work outside of normal business hours if necessary.

Education/Experience

• High school diploma or equivalent

• Minimum of 2 years experience in a customer support role

• At least 1 year experience working in an ecommerce/contact center environment

• Experience in womens apparel and/or retail sales is beneficial, but not essential.

• Bilingual/multilingual speaking/written desired, but not required.