Job Description

This role is responsible for managing customer communications, processing Shopify orders, coordinating fulfillment, handling returns and exchanges, and ensuring an exceptional customer experience. The ideal candidate is detail-oriented, proactive, and comfortable working in a fast-paced fashion environment.

Key Responsibilities

Customer Service

• Respond promptly and professionally to customer inquiries via email, phone, chat, and social media.
• Assist customers with orders, shipping updates, returns, exchanges, sizing questions, and product information.
• Resolve customer concerns and escalations while maintaining a positive brand experience.
• Maintain accurate records of customer interactions and resolutions.
• Monitor customer feedback and identify opportunities to improve service and customer satisfaction.

Shopify Order Management & Fulfillment

• Process and monitor daily Shopify orders to ensure timely and accurate fulfillment.
• Coordinate with warehouse and fulfillment partners to ensure orders are shipped correctly and on schedule.
• Manage order updates, cancellations, address changes, and shipping issues.
• Generate shipping labels and fulfillment documentation as needed.
• Track inventory availability and communicate stock concerns to management.
• Monitor and troubleshoot fulfillment issues, delayed shipments, and carrier claims.

Returns & Exchanges

• Process customer returns, exchanges, refunds, and store credits.
• Inspect return requests for compliance with company policies.
• Maintain accurate return records and reporting.
• Work with the warehouse team to ensure returned merchandise is processed efficiently.

Administrative & Operational Support

• Maintain product information, inventory updates, and order records within Shopify.
• Assist with inventory counts and reconciliation.
• Support sales events, product launches, and promotional campaigns.
• Prepare reports related to customer service metrics, fulfillment performance, and returns.
• Assist with additional operational projects as needed.

Qualifications

• 2+ years of customer service, e-commerce, or order fulfillment experience.
• Experience working with Shopify is required.
• Strong communication and problem-solving skills.
• Excellent attention to detail and organizational abilities.
• Proficiency in Microsoft Office, Google Workspace, and customer service platforms.
• Ability to multitask and prioritize in a fast-paced environment.
• Positive attitude and commitment to providing exceptional customer service.

Preferred Qualifications

• Experience in apparel, fashion, or retail industries.
• Familiarity with shipping platforms such as ShipStation, UPS, FedEx, or USPS.
• Experience with inventory management systems and warehouse coordination.
• Understanding of e-commerce best practices and online customer experience.