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.

 

 

Responsibilities

 

 

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. 

 

 

 

Returns:

 

 

  • 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.

 

 

 

E-Commerce:

 

 

  • 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.

 

 

 

Qualifications

 

 

  • 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.