Part-Time Ecommerce Customer Care Specialist

About the role

The Part-Time Ecommerce Customer Care Specialist supports online customers and ecommerce operations at Dana-co, a leading design and manufacturing company specializing in women’s intimate apparel.

Responsibilities

• Respond to customer inquiries through email, live chat, Gorgias, and other service channels.
• Aid customers with product selection, sizing, fit, and personalized recommendations, including bras and underwear.
• Provide accurate information regarding products, promotions, shipping, returns, exchanges, and company policies.
• Resolve customer concerns promptly and professionally, following each issue through completion.
• Identify and pursue cross-selling and upselling opportunities while maintaining a customer-first approach.
• Maintain and process orders through Shopify, Amazon Seller Central, and other ecommerce platforms.
• Ensure accuracy and timely fulfillment of orders through the company’s ERP system.
• Research and resolve delayed, held, incomplete, or incorrectly fulfilled orders.
• Process returns, exchanges, refunds, and special orders.
• Collaborate with warehouse and distribution teams regarding inventory, fulfillment, and shipping issues.
• Monitor ecommerce websites for pricing, product, content, navigation, and technical issues.
• Report website errors and customer-impacting issues and follow up through resolution.
• Help maintain accurate product information, promotions, sizing details, FAQs, and customer-facing policies.
• Support ecommerce projects, product and website audits, promotional initiatives, and other assigned projects.

Requirements

• Bachelor’s degree preferred.
• Prior retail or ecommerce customer service experience.
• Working knowledge of Shopify required.
• Experience with Gorgias preferred.
• Experience with Amazon Seller Central, BlueCherry, or Loop Returns is a plus.
• Apparel, intimate apparel, fashion, or related industry experience is a plus.
• Understanding of ecommerce order fulfillment, returns, exchanges, and the customer journey.
• Proficiency with Microsoft Office and the ability to learn new systems quickly.
• Excellent verbal and written communication skills.
• Strong problem-solving, organization, and attention to detail.
• Ability to prioritize multiple responsibilities in a fast-paced environment.
• Professional, positive, adaptable, and solutions-oriented.
• Strong sense of ownership and commitment to resolving customer issues.

Qualifications

• Bachelor’s degree preferred.
• Prior retail or ecommerce customer service experience.
• Working knowledge of Shopify required.
• Experience with Gorgias preferred.
• Experience with Amazon Seller Central, BlueCherry, or Loop Returns is a plus.
• Apparel, intimate apparel, fashion, or related industry experience is a plus.
• Understanding of ecommerce order fulfillment, returns, exchanges, and the customer journey.
• Proficiency with Microsoft Office and the ability to learn new systems quickly.
• Excellent verbal and written communication skills.
• Strong problem-solving, organization, and attention to detail.
• Ability to prioritize multiple responsibilities in a fast-paced environment.
• Professional, positive, adaptable, and solutions-oriented.
• Strong sense of ownership and commitment to resolving customer issues.

Skills

• Excellent verbal and written communication skills.
• Strong problem-solving, organization, and attention to detail.
• Ability to prioritize multiple responsibilities in a fast-paced environment.
• Professional, positive, adaptable, and solutions-oriented.
• Strong sense of ownership and commitment to resolving customer issues.

Benefits

N/A

Pay

$25.00–$27.00 per hour

Schedule

Tuesday, Wednesday, and Thursday; 24 hours per week