Ecommerce Customer Service Representative

St. John Knits

Anaheim, CA

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JOB DETAILS

SKILLS

Analysis Skills, Best Practices, Communication Skills, Content Management Systems (CMS), Corporate Policies, Cross-Functional, Customer Experience, Customer Relations, Customer Relationship Management (CRM), Customer Support/Service, Customer Training, Customer/Client Research, Fashion Design, Identify Issues, Logistics, Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word, Online Chat, Operational Improvement, Order Delivery, Order Management, Organizational Skills, Problem Solving Skills, Project/Program Management, Purchasing/Procurement, Resolve Customer Issues, Retail, Short Messaging Service (SMS), Team Player, Time Management, Warehousing, eCommerce, eCommerce Sales

LOCATION

Anaheim, CA

POSTED

Today

The Ecommerce Customer Service Representative (ECSR) will provide professional and consultative customer support for company website transactions through inbound calls, outbound calls and email correspondence. Utilizing strong communication skills and problem-solving skills, the CSRis responsible for answering questions and resolving issues relating to customers' orders/returns and accounts, website content, St. John company information and policies, and other aspects of the customer experience. The ideal candidate is engaging, client centric focused, solution oriented, and committed to providing world class customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Deliver exceptional client service by responding to customer inquiries, concerns, and feedback with professionalism, empathy, and a solutions-oriented approach
Provide seamless omnichannel support through phone, email, Live Chat, and SMS communications
Serve as a brand ambassador by educating clients on St. John products, services, company policies, and boutique locations
Guide clients through their purchasing journey by offering personalized styling recommendations, product expertise, and wardrobe-building opportunities
Cultivate meaningful client relationships through personalized interactions that inspire trust, loyalty, and long-term engagement with the brand
Collaborate with Fulfillment, Logistics, Ecommerce, and cross-functional teams to ensure timely and accurate resolution of customer and order-related inquiries
Troubleshoot and resolve issues encountered throughout the digital shopping journey, ensuring a seamless customer experience from purchase through delivery
Maintain expert knowledge of St. John collections, craftsmanship, fabrication, fit, styling techniques, and ecommerce offerings
Identify and communicate customer trends, recurring concerns, and opportunities for operational or service improvements
Gather and communicate customer feedback to support enhancements to service, processes, and the SJK.com experience
Stay informed on evolving ecommerce, luxury retail, and customer service best practices to support innovation and service excellence
Support departmental initiatives, projects, and cross-functional activities that contribute to the success of the Ecommerce business

QUALIFICATIONS

3+ years of ecommerce or retail customer experience - ideally within premium fashion or design-focused brands
Hands-on experience supporting customers via email, phone, or live chat
Strong understanding of ecommerce systems: Shopify Plus, Gorgias, Loop Returns, CMS workflows, and warehouse systems
Knowledge of order management skills beginning from placement of order to delivery
Knowledge of Ecommerce fulfillment (process and shipping)
Highly proficient in: Microsoft Office Programs (Outlook, Excel, Word & PowerPoint)
Ability to manage multiple programs simultaneously while communicating with clients
Demonstrated success in customer relationship management and online selling
Excellent communication, organization, and analytical skills
Highly collaborative, resourceful, and solution-oriented

About the Company

St. John Knits

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