Ecommerce Customer Service Associate

Summary:

The Ecommerce Customer Service Associate will be responsible for providing support and service to e-commerce customers through phone, chat & e-mail channels. Provide an on-brand customer experience. The candidate will have a positive attitude and ability to problem solve and continuously improve the customer experience. This is a hybrid role based in New York City with regular working hours of Thursday – Monday, 10am – 7pm EST.

Key Responsibilities:

• Respond to customer queries via email, live chat and phone, in a timely professional manner, following Customer Service policies.
• Support e-commerce operational tasks as required.
• Troubleshoot and resolve fulfillment and system issues with 3rd party warehouse.
• Assist Customer Experience Manager and work with other departments as needed.
• Become an expert on Carhartt WIP product.
• Regular working hours are Thursday – Monday, 10am – 7pm EST.
• Candidate must be available to work holidays and be flexible to changes in schedule.
• Assist customers with placement of orders, returns, replacements, refunds and exchanges.

Requirements:

• Strong writing ability and excellent communication and interpersonal skills.
• Proficiency with Excel desired.
• Knowledge and interest in apparel/fashion.
• Ecommerce Customer Service experience preferred.
• Ability to prioritize and multitask.
• Proactive, solution-oriented.
• Previous experience working with Shopify, Kustomer, ZenDesk or similar CRM tool is a plus.
• Strong attention to detail & time management skills.
• Experience working with 3rd party logistics teams, and familiarity with retail operating & inventory systems.NetSuite and Loop Returns a plus.

Carhartt WIP USA is an equal opportunity employer and is committed to creating an inclusive work environment with a diverse and talented team. We consider, hire, train, promote, and compensate regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.