Customer Service Representative

About the role

Ashtel Studios is seeking a detail-oriented and customer-focused Customer Service Representative to support our growing portfolio of consumer brands. Reporting to the E-Commerce Manager, this role is responsible for delivering exceptional customer experience by resolving inquiries, managing post-purchase support, and collaborating with internal teams to ensure timely resolutions. The ideal candidate is an excellent communicator who enjoys solving problems and helping customers.

Responsibilities

• Respond to customer inquiries across six consumer brands and two company inboxes, managing approximately 50–100 emails per day.
• Provide prompt, professional, and solution-oriented support through email, phone, and online marketplaces.
• Process replacements, refunds, warranty claims, and order adjustments while maintaining accurate documentation.
• Investigate shipping, fulfillment, and product issues by partnering with Fulfillment, QA, and Production teams.
• Communicate with customers throughout the resolution process to ensure a positive experience.
• Monitor customer feedback to identify recurring issues and recommend process improvements.
• Maintain detailed customer records within internal systems.
• Assist with customer reporting, trends, and insights for the Sales, QA, and E-Commerce teams.
• Support product launches and promotional initiatives by ensuring customer communications remain accurate and up to date.
• Maintain established response time and customer satisfaction goals.

Requirements

• Previous experience in customer service, e-commerce support, or a similar customer-facing role.
• Experience supporting high-volume email and customer communications preferred.
• Bilingual skills are a plus.
• Proficiency in Microsoft Office (Excel, Word, Outlook, etc.).
• Excellent written and verbal communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Exceptional attention to detail and organizational skills.
• Ability to manage multiple priorities while maintaining accuracy.
• Positive, solution-oriented mindset with a passion for delivering excellent customer experiences.
• Ability to work independently while collaborating effectively with cross-functional teams.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discounts
• Health insurance
• Paid time off
• Vision insurance