E-Commerce Assistant for Fashion Brand

We are seeking a detail-oriented and customer-focused Customer Service Assistant to join the ecommerce division of our fashion company in an in-office capacity. This role is primarily responsible for managing customer service email correspondence and processing ecommerce returns on site, working closely with fulfillment, operations, and inventory teams to ensure an excellent end-to-end customer experience.

The ideal candidate is organized, communicative, and comfortable balancing digital customer service tasks with hands-on operational work in a fast-paced office and warehouse-adjacent environment.

We are looking to make the hire immediately.

Duties:

Customer Service Communication
- Respond promptly and professionally to customer inquiries via email
- Handle questions related to orders, shipping, returns, sizing, and product information
- Resolve issues with empathy and accuracy, in line with brand voice and service standards
- Escalate complex customer concerns to the appropriate internal teams when needed

Ecommerce Returns Processing (In-Office)
- Receive, inspect, and process ecommerce returns and exchanges on site
- Accurately issue refunds and exchanges in accordance with company policies
- Log returned items into inventory and order management systems
- Coordinate closely with fulfillment and operations teams to ensure returned merchandise is properly restocked or flagged for quality review
- Maintain an organized returns area and ensure timely turnaround of all returns

Administrative & Operational Support
- Identify recurring customer service or return issues and communicate insights to the ecommerce team
- Assist with additional ecommerce, fulfillment, or customer experience tasks as needed, particularly during peak sales periods

Qualifications & Skills
- Prior experience in customer service, ecommerce support, retail, or operations preferred
- Excellent written communication skills with a polished, customer-friendly tone
- Comfortable working with ecommerce platforms (e.g., Shopify), customer service tools (e.g., Zendesk), and basic inventory systems
- Interest in fashion, apparel, or accessories strongly preferred

Work Environment & Requirements
- This is a fully in-office position
- Ability to stand, lift, and handle returned packages and garments as part of daily responsibilities
- Willingness to collaborate closely with on-site teams in a shared workspace

Personal Attributes
- Customer-first mindset with a calm, solutions-oriented approach
- Dependable, punctual, and detail-driven
- Comfortable working in a fast-paced, growing ecommerce operation
- Team-oriented with strong interpersonal communication skills