Ecommerce Customer Service Representative

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 CSR is 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