E-Commerce Customer Care

The Customer Care Supervisor plays a crucial role in ensuring customer satisfaction throughout the entire customer journey. Their primary goal is to provide a positive and seamless experience for customers, from the initial inquiry to the final order fulfillment.






Customer Service:


  • Daily management of all customer emails received, including the main inbox and junk folder.


  • Respond to all emails promptly with the expectation that they are responded to within 24 business hours.


  • Promptly assist customers and address their inquiries and concerns.


  • Provide quick communication regarding sold-out orders/items and suggest substitutions.


  • Manage and forward special product orders.


  • Prioritize customer service needs over other tasks.  



E-Commerce Order Fulfillment:



  • Allocate and print all e-comm orders each morning and communicate with the warehouse team, ensuring fulfillment within 24-48 hours. Check in periodically with the team to make sure these time timelines are maintained.


  • Resolve order allocation and syncing issues daily for timely shipping.


  • Handle various tasks related to Shopify: order archiving, tracking updates, return requests, chargebacks, payment capturing, and manual refunds for Meta orders.


  • Import tracking from Shipstation to Apparel Magic.


  • Resolve connection errors with Shopify, Shipstation and Apparel Magic.


  • Flag inventory/allocation issues and shipping/carrier issues that can't be solved and make recommendations to rectify. 







  • Daily management of Loop, updating return outcomes, blocklists, and allowlists as necessary.


  • Pull ASN (Advanced Shipping Notice) report for the warehouse team.


  • Process and refund returns via credit memo in Apparel Magic.


  • Share weekly return reports and monthly recaps with return and lifetime return rates for the top ten styles. Share requested weekly returns data and analytics.


  • Communicate any product quality issues or consistencies observed to the team.







  • Keep track of all pre-orders, allocate items upon arrival, and hand them off to the warehouse team. Work with the E-Commerce manager on additional needs as time permits.







  • Previous experience in e-commerce or related field preferred.


  • Strong attention to detail and organizational skills.


  • Excellent written and verbal communication skills.


  • Ability to multitask and prioritize tasks effectively.


  • Familiarity with data entry processes and accuracy.


  • Ability to work independently as well as part of a team.