Customer Service Representative

POSITION SUMMARY

The Customer Service Representative plays an important role in creating a seamless, reassuring, and positive experience for customers throughout their wedding journey. This role serves as a primary point of contact for customers, assisting with product questions, order updates, fulfillment coordination, returns, exchanges, and issue resolution while helping customers navigate emotionally important and timeline-sensitive moments with confidence and care.

The ideal candidate enjoys helping people, communicates with warmth and empathy, and thrives in a fast-paced, customer-focused environment. Success in this role requires strong communication, organization, follow-through, problem-solving, and the ability to remain calm and solutions-oriented during high-pressure situations. This role partners closely with internal teams to ensure every customer interaction reflects The Wedding Shoppe and Kennedy Blue’s commitment to trust, professionalism, and exceptional service.

KEY RESPONSIBILITIES

• Customer Experience & Communication:

  • Create a reassuring, responsive, and relationship-driven customer experience by communicating with professionalism, empathy, urgency, and attention to detail throughout every stage of the customer journey, including responding to customer inquiries across email, phone, chat, and other communication platforms; guiding customers through product questions, sizing, order updates, shipping timelines, and wedding-date coordination with confidence and care; proactively communicating delays, risks, or fulfillment updates to help customers feel informed and supported; reinforcing customer confidence through calm, clear, and solutions-oriented communication; maintaining professionalism and composure during emotionally sensitive or high-pressure situations.

• Order Support & Fulfillment Coordination:

  • Support customers with order placement, tracking, returns, and exchanges; coordinating closely with fulfillment and warehouse teams regarding shipment timing and order status; monitoring fulfillment updates and proactively communicating relevant information to customers; helping resolve shipping issues, damaged goods, or missing items with urgency and professionalism; escalating inventory, fulfillment, or timeline concerns appropriately to protect the customer experience.

• Customer Issue Resolution:

  • Take ownership of resolving customer concerns in a thoughtful, timely, and solutions-oriented manner while balancing empathy, professionalism, and company policies, including resolving customer issues with empathy, urgency, and professionalism; navigating emotionally charged customer situations with calm problem-solving and sound judgment; identifying situations requiring escalation and involving leadership appropriately; accurately documenting customer concerns, resolutions, and follow-up actions within internal systems; recognizing recurring customer concerns or operational issues and communicating them proactively.

• Process, Team Collaboration and Culture:

  • Contribute to a dependable, team-oriented customer experience through strong organization, accountability, communication, and operational consistency, including following established customer service procedures and workflows consistently; maintaining accurate customer records, notes, and documentation; utilizing customer service and order management systems effectively and efficiently; communicating customer feedback, concerns, and recurring issues internally; supporting teammates proactively during high-volume periods and seasonal demand fluctuations; participating actively in team meetings, training, coaching, and continuous improvement efforts; representing The Wedding Shoppe and Kennedy Blue with professionalism, empathy, accountability, and care in every interaction.

QUALIFICATIONS

• 2–3+ years of experience in customer service, retail, hospitality, e-commerce, bridal, luxury retail, or another fast-paced customer-facing environment preferred

• Strong written and verbal communication skills with the ability to communicate clearly, professionally, and empathetically across email, phone, chat, and internal channels

• Demonstrated ability to remain calm, organized, and solutions-oriented during emotionally sensitive, time-sensitive, or high-pressure customer situations

• Strong follow-through, attention to detail, and ability to manage multiple customer needs, order details, timelines, and documentation accurately

• Sound judgment and problem-solving skills, with the ability to identify issues, make practical decisions, and escalate appropriately when needed

• Reliable, accountable, and productive, with the ability to work independently while contributing to a collaborative team environment

• Comfortable learning and using multiple technology platforms, including Shopify, Gorgias, Aircall, Slack, Asana, Microsoft Office, Google Workspace, and related customer service or order management systems

• Bridal, fashion, apparel, wedding-industry, or e-commerce fulfillment experience is a plus but not required

COMPENSATION & BENEFITS

• Starting Pay: $17-19 per hour

• What We Offer:

  • Paid Time Off (PTO) and Simple IRA with company match
  • Paid holidays
  • Employee discount
  • Health, dental and vision