E Commerce Customer Service Representative

E-COMMERCE CUSTOMER SERVICE REPRESENTATIVE

Z SUPPLY is an established California Women's lifestyle apparel brand that is leading the space for casual, comfortable style.   Located in the heart of Orange County, we are passionate about staying true to our roots and living a life of good vibes in and out of the office. 

Z SUPPLY is seeking an experienced and motivated Ecommerce Customer Service Representative. The customer service representative's role is to respond to customer inquiries via multiple channels, efficiently resolve shipping, return, or website issues, escalate higher level complaints to supervisor, maintain and provide product knowledge, and collaborate with the team, as well as various other departments, to enhance the customer experience. The representative will also assist the supervisor with collecting data and providing various reports as needed.

 POSITION DETAIL

• Full Time / Hourly Non-Exempt
• Reporting to E-Commerce Customer Service Supervisor
• Position Location – Headquarters, Costa Mesa, CA 
• Hybrid Schedule  2 Days In Office / 2-3 Days Remote 
• Not accepting applicants unable to work at Headquarters 

DUTIES AND RESPONSIBILITIES

• Effectively communicate with customers via phone, email, and live chat
  1. Provide instruction on how to navigate website features and programs
  2. Thoroughly assess and resolve issues regarding order status, customer accounts, product quality, payment transactions, and returns
  3. Provide product information (size, fit, availability)
• Build and maintain customer relationships through positive and informative interactions
• Communicate with the warehouse team regarding outbound shipments and return processing
• Assess and report technical/website issues to IT and the e-commerce team
• Monitor and report product issues to production and design
• Assist with monitoring site & product reviews
• Collect data and provide reporting (may vary)
• Escalate issues and complaints to supervisor and/or director when necessary
• Will provide coverage for supervisor when needed

 QUALIFICATIONS, EXPERIENCE AND SKILLS

• 2+ years of customer service experience (e-commerce is a plus)
• Shopify / Full Circle / Zendesk / Loop experience a plus
• Proficient with email and Microsoft applications (Word, Excel)
• Organized and detail oriented
• Strong critical thinking and problem-solving skills
• Ability to multi-task - engage in multiple interactions at once and work within multiple interfaces
• Empathetic and engaging tone both verbally and in writing - able to calmly handle escalated situations
• Excellent communication - able to clearly communicate with customers and various team members
• Coachable and resilient
• Proactive and attentive to customer needs
• Excellent team player, with the ability to build, foster and nurture a strong team and cross-functional relationships.  
• Strong work ethic, reliable, organized, detail oriented. 
• Holds self-accountable for mistakes and is solution oriented. 
• Other tasks as needed. 

PHYSICAL DEMANDS / WORKING CONDITIONS

• This position is currently operating as 1-2 days in office / partial remote position.  
• Work is conducted in an air-conditioned office environment or at home office.  
• Frequent use of hands, eyes, speech utilizing computer and work-related equipment. Frequent sitting, occasional standing / dexterity.   

Z SUPPLY PERKS

At Z SUPPLY, departments work cross-functionally enabling everyone to further their knowledge and expertise in an inclusive, supportive environment that is committed to healthy work/life balance, peer mentorship, and community outreach. In addition to a collaborative and supportive culture, here are a few additional perks that are enjoyed by the Z SUPPLY team:

• Teams work a partial hybrid  / remote schedule.
• Half-Day Fridays year-round
• Generous clothing discount
• New chic and modern offices located near top restaurants and shopping.
• Comprehensive health benefit package that includes medical, dental, and vision.  Team members enjoy zero premium cost for select medical plans.   
• 401K with annual company match
• Positive, collaborate company culture

Position Hourly Pay Rate Range $23.00 Hour Hour 

As required by applicable Pay Transparency laws, Z SUPPLY provides a range of compensation for roles that may be hired in locations under these requirements. To determine starting pay within the hiring range, we carefully consider a variety of factors, including primary work location, role/level, a candidate's skills, experience, market demands, internal parity and other relevant factors.   Flexibility outside of the salary range listed may be considered based on additional skills or qualifications a candidate may possess that may justify additional compensation.  Company paid health benefits, PTO, bonus and other various company perks are not included in the salary range listed above and are considered additional compensation.    

Want to join our growing team? Apply today 

Please send through a resume, and a brief description about yourself. 

We hope we get the chance to work with you