Customer Service Specialist

Key Responsibilities

• Sell products and services to customers over the phone, chat, and email, providing guidance and recommendations to meet their needs.
• Accurately input custom orders, ensuring all specifications are captured correctly.
• Handle customer inquiries and complaints with empathy and professionalism, actively listening, documenting concerns accurately, and determining whether issues can be resolved immediately or require escalation.
• Maintain a guest-first mindset in all interactions, reinforcing brand loyalty and satisfaction.
• Ecommerce Order Fulfillment & Operations
• Process online orders end-to-end, including reviewing, fulfilling, and completing orders within established timelines.
• Pull merchandise from multiple store locations as needed, coordinating with store teams to determine the best fulfillment method.
• Prepare receipts, shipping documentation, and carrier labels accurately.
• Pack and ship orders from the Home Office in accordance with brand standards and service-level expectations.
• Monitor ecommerce orders for irregularities, verify order details, and escalate suspected fraud to the appropriate teams.
• Ensure accurate inventory handling and documentation throughout the fulfillment process.
• Cross-Functional Collaboration
• Collaborate cross-functionally with internal departments, including Stores, Merchandising, Operations, and Logistics, to ensure timely and accurate order fulfillment, issue resolution, and sales support.
• Communicate customer feedback and trends to leadership and relevant departments to improve processes and customer experience.
• Brand & Culture
• Represent the brand with professionalism, consistency, and adherence to company values.
• Maintain open, respectful communication with teammates and leadership.
• Support a positive, accountable, and collaborative team culture.

Qualifications & Skills

• 1+ year of customer service or sales experience (luxury retail preferred)
• 1+ year experience with Salesforce CRM preferred
• Strong multitasking, follow-up, and organizational skills
• Guest-first mindset with strong attention to detail
• Experience with custom order entry and ecommerce sales via phone, chat, or email
• Familiarity with sales and ecommerce platforms (Oracle, Salesforce, Magento, or similar) preferred
• Flexible schedule, including evenings, weekends, and holidays
• Excellent verbal and written communication skills