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E-commerce Customer Service Representative


OBJECTIVE

Deliver best-in-class customer service, embody the Loeffler Randall voice, and assist in the creation of life long LR.com customers through meaningful interactions and positive experiences. Have a “no task is too small attitude,” passion for communication, and commitment to customer satisfaction. Become a product fit and care expert. Assist in the daily operations and maintenance of loefflerrandall.com and work to achieve departmental goals through exceptional customer and order management.


RESPONSIBILITIES


Customer Service:

  • Assist customers in placing orders, facilitating returns, and resolving order issues

  • Respond promptly to all types of customer inquiries – via phone, email, chat, etc

  • Identify and assess customers’ needs to achieve high customer satisfaction

  • Handle customer complaints, provide appropriate solutions and alternatives to ensure issues are resolved both promptly and thoroughly

  • Keep detailed records of order specific customer interactions

  • Create organized, detailed, and thorough logs of open and ongoing action items

Order Fulfillment:

  • Monitor all aspects of order processing and payment (fraud, chargebacks, etc)

  • Partner with logistics to monitor order fulfillment and coordinate returns

  • Troubleshoot all order issues with necessary 3rd parties (UPS, Kount, Pitney Bowes)

  • Maintain and update online assets for customer reference (FAQ, Care Instructions, Retailers, etc)

  • Ensure regular hours of operation are covered with the exception of major holidays

Inventory Management:

  • Receive, QC, organize and maintain replacements, damages, and repairs

  • Partner with production to coordinate repairs and relay product fit and quality feedback

Product and Customer Care:

  • Master all core and new season product fit, care, and quality notes and nuances

  • Evaluate, log, and report detailed product characteristics, fit, customer feedback

  • Update site with product specific fit and quality notes

Website Maintenance:

  • Keep a log of customer feedback about website issues and recommend improvements to management

  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s lr.com experience


REQUIREMENTS


Education:

  • Bachelor’s or Associate’s Degree required

Special Skills:

  • Proficiency using MS Word and Excel

  • Excellent communication and problem solving skills

  • Ability to multi-task, prioritize, and manage time effectively

  • Highly developed sense of integrity and commitment to customer satisfaction

  • Demonstrated passion for excellence as it relates to treating and caring for customers

  • Ability to adapt and respond to varying types of characters/personalities

  • Strong interest in Fashion, E-Commerce, Website Technologies and Analytic Tools

Work Experience:

  • Relevant Customer Service Experience (Retail, Food Services, etc)

  • Intern experience working in Fashion, Retail, E-Commerce or Customer Service


Interested candidates, please send a resume and brief cover letter via email to marykate@loefflerrandall.com


Internships

Loeffler Randall is always accepting resumes for Spring, Summer & Fall internships. Interns have the opportunity to contribute to every facet of our growing company, and will be dedicated to one of the following departments: e-commerce & marketing, wholesale sales, or production. Qualified applicants will be a student at a 4 year University, or will have just graduated, and should have a strong interest in our company. Expectations are that interns be extremely professional, efficient, reliable and proactive problem solvers, willing to pitch in anywhere that is needed.

Internships are paid hourly at mimimum wage. Interns must be available for a minimum of two days a week, 9:30 am - 6:00 pm, with a half hour lunch break. Interested candidates, please send a resume and brief cover letter via email to jobs@loefflerrandall.com