CUSTOMER SERVICE ASSOCIATE

Job Summary

Our Customer Service Associate leads the charge in our mission to provide an unparalleled service and experience to our ecommerce clients. You will ensure that all customer inquiries are successfully and timely resolved, while supporting critical back end warehouse operations (e.g., triaging delivery and shipment issues, facilitating returns, processing payment exceptions). This position is based in our Distribution Center just east of downtown Los Angeles.

What you’ll do

  • Troubleshoot all ecommerce order inquiries within 24 hours on intake.

  • Manage and execute the order approval process. This includes carefully checking for fraudulent activity, duplicate purchases, and items pending billing.

  • Facilitate order returns process; develop insights around returns trends and make recommendations to Merchandising, Ecommerce, and Warehouse teams.

  • Report service related trends to management with fact-based, actionable solutions when appropriate.

  • Review templated messages and adjust as needed to reflect changes in our busieness and client expectations in the market.

  • Maintain and report on key metrics regarding customer demographics and order behavior.

  • Engage in social listening regarding customer experience.

  • Develop and report on metrics surrounding shipping time, call time, email response time, customer satisfaction

  • Research and recommend solutions that will help improve customer experience and service and ensure that VIOLET GREY's service standards remain best in class.

  • Qualifications:

  • 1 to 3 years of similar or related experience in an ecommerce business

  • Adept at working in a robust ERP system required (Netsuite preferred) and customer service software (Zendesk preferred)

  • Superb writing and communication skills

  • Must possess an upbeat, friendly and patient personality.

  • Ability to prioritize and multi-task and work on several open projects / tickets simultaneously.




Interested candidates please send your cover letter and resume to careers@violetgrey.com