Customer Service Coordinator

Summary

Eberjey is a fashion and retail brand focused on creating comfortable, confidence-inspiring products and experiences. The Customer Service Coordinator serves as the first point of contact for customers, resolving inquiries and issues, processing orders and returns, following up on action items, and partnering with Operations, Logistics, and Sales to improve customer satisfaction.

Responsibilities

• Respond to customers inquiries via phone, email, and chat in a timely and professional manner
• Provide accurate information about our products and processes, addressing customer needs and concerns
• Troubleshoot issues and provide solutions to ensure customer satisfaction
• Process orders, returns, and exchanges efficiently within the designated systems
• Follow-up on outstanding tickets and make sure we finalize each experience
• Help improve CSAT scores throughout the season
• Identify areas for improvement throughout the customer experience
• Participate in site navigation and walk-through meetings
• Follow playbook of best practices on how to interact and resolve issues with the customers
• Work in multiple systems and worksheets to log volume drivers and issues with the larger team

Skills

• Strong verbal and written communicator
• Ability to handle a high volume of customers inquiries while maintaining a positive attitude
• Proficiency in using multiple software platforms (Gorgias, BlueCherry, & Shopify)
• Ability to work independently as well as in a team environment
• Proficiency in all Microsoft Office programs
• Fashion brand experience preferred

Qualifications

Must Haves

• Strong verbal and written communicator
• Ability to handle a high volume of customers inquiries while maintaining a positive attitude
• Proficiency in using multiple software platforms (Gorgias, BlueCherry, & Shopify)
• Ability to work independently as well as in a team environment
• Proficiency in all Microsoft Office programs

Nice to Haves

• Fashion brand experience preferred

Benefits

• Fully remote work arrangement
• An inviting, energetic environment that embodies our female-founded, entrepreneurial mentality
• Professional development in the fashion retail industry
• Generous employee discount