This position will provide a superior customer service experience for the entire Splits59 team. They will serve as the first point of contact customers have with the company who can assist clients with product issues and help to maintain a high customer retention level. The Customer Service Associate will be responsible for taking incoming calls from our customer base and addressing customer product issues and concerns with the company. The successful candidate will be required to develop a comprehensive understanding of our customer service policies and know when issues need to be escalated to the management staff for resolution.
Key Responsibilities:Respond to all customer inquires (phone and email).
Monitor Live Chat and respond promptly to customer inquires.
Update customer information as needed in Order Manager.
Issue Influencer Gift Cards as needed.
Liaison with shipping department to ensure timely deliveries.
Manage changes to orders as needed and issue credit or process and new payments as well as monitor back orders.
Monitor Returns System for Delivered returns.
Check in RMA's after warehouse receiving and refund all returns.
Track return reasons on all styles and provide feedback to Design/Production/Sale.
Monitoring pending returns and update customers who have not returned items.
Update Daily Sales Tracking report.
Work with Digital Director to maintain inventory levels.
Approval and logging of RA's.
Work with warehouse staff to resolve inventory issues.
Qualifications:1-2 years customer service experience skills (phone and online) preferably at a fashion apparel company.
Strong phone as well written communication skills.
Attention to detail and thoroughness.
Ability to communicate clearly, concisely and effectively with Sales, Warehouse and Logistics team members.
Strong prioritization, organizational skills and ability to multi-task from one task / project to another
Positive "problem solver". "roll up your sleeves" attitude.
Knowledge of the active, athletic lifestyle community.
Self-motivated with the high-energy, dynamic personality with excellent inter-personal skills.
Experience with Shopify is a plus.