Ecommerce Customer Service Representative

Essential Duties And Responsibilities

• Deliver exceptional client service by responding to customer inquiries, concerns, and feedback with professionalism, empathy, and a solutions-oriented approach
• Provide seamless omnichannel support through phone, email, Live Chat, and SMS communications
• Serve as a brand ambassador by educating clients on St. John products, services, company policies, and boutique locations
• Guide clients through their purchasing journey by offering personalized styling recommendations, product expertise, and wardrobe-building opportunities
• Cultivate meaningful client relationships through personalized interactions that inspire trust, loyalty, and long-term engagement with the brand
• Collaborate with Fulfillment, Logistics, Ecommerce, and cross-functional teams to ensure timely and accurate resolution of customer and order-related inquiries
• Troubleshoot and resolve issues encountered throughout the digital shopping journey, ensuring a seamless customer experience from purchase through delivery
• Maintain expert knowledge of St. John collections, craftsmanship, fabrication, fit, styling techniques, and ecommerce offerings
• Identify and communicate customer trends, recurring concerns, and opportunities for operational or service improvements
• Gather and communicate customer feedback to support enhancements to service, processes, and the SJK.com experience
• Stay informed on evolving ecommerce, luxury retail, and customer service best practices to support innovation and service excellence
• Support departmental initiatives, projects, and cross-functional activities that contribute to the success of the Ecommerce business

Qualifications

• 3+ years of ecommerce or retail customer experience - ideally within premium fashion or design-focused brands
• Hands-on experience supporting customers via email, phone, or live chat
• Strong understanding of ecommerce systems: Shopify Plus, Gorgias, Loop Returns, CMS workflows, and warehouse systems
• Knowledge of order management skills beginning from placement of order to delivery
• Knowledge of Ecommerce fulfillment (process and shipping)
• Highly proficient in: Microsoft Office Programs (Outlook, Excel, Word & PowerPoint)
• Ability to manage multiple programs simultaneously while communicating with clients
• Demonstrated success in customer relationship management and online selling
• Excellent communication, organization, and analytical skills
• Highly collaborative, resourceful, and solution-oriented