Summary
We're seeking a proactive Customer Service Support Specialist in the apparel industry. You'll handle customer inquiries via phone and email, manage orders end-to-end, resolve delivery/sizing/returns issues, and coordinate with production and warehouse teams to ensure accurate, on-time fulfillment. You'll provide clear status updates, document cases in the CRM, meet response-time SLAs, and surface recurring issues to improve the customer experience.
Key Responsibilities
- Serve as the first point of contact for order, product, pricing, and availability inquiries.
- Create, modify, and track orders; confirm ETAs, backorders, substitutions, and cancellations.
- Manage returns/exchanges (RMAs), credits, and replacements with accurate documentation.
- Troubleshoot delivery issues with carriers; escalate late or lost shipments as needed.
- Guide customers on sizing, materials, care, and basic product specs using size charts and line sheets.
- Coordinate with production, inventory, and warehouse/3PL to resolve stock or fulfillment constraints.
- Maintain up-to-date case notes and order history in the CRM; ensure data accuracy.
- Monitor and meet SLAs for first response, resolution time, and customer satisfaction (CSAT).
- Identify and report recurring issues and customer feedback to drive process/product improvements.
- Support seasonal peaks (launches, promotions) and assist with bulk/B2B orders and sample requests.
- Prepare simple reports (daily open cases, late orders, returns trends) for team leads.
Requirements
- 1–3+ years of customer support experience; apparel, retail, wholesale, or e-commerce background preferred.
- Strong written and verbal English; confident phone etiquette and clear, concise email writing.
- Working knowledge of order management and CRM tools (e.g., Zendesk, Freshdesk, Shopify/NetSuite/QuickBooks Commerce or similar).
- Familiarity with size charts, SKU/variant management (color/size), and basic warehouse/3PL workflows.
- Comfort coordinating with carriers and interpreting tracking/scan events.
- Detail-oriented, organized, and able to juggle multiple tickets and deadlines.
- Problem-solver with a calm, customer-first attitude; proactive follow-through until resolution.
- Basic Excel/Google Sheets skills for lookups, pivots, and simple reporting.
- Willingness to support peak seasons and occasional extended hours when needed.
Nice to Have
- Experience with EDI/B2B portals, line sheets, and bulk order processing.
- Knowledge of apparel decoration terms (e.g., embroidery, screen print) and lead times.
- KPI mindset (e.g., FRT, AHT, CSAT, NPS) and experience working to targets.
