Ecommerce Customer Service Representative

About the role

• We are seeking a Part-time Customer Service Representative to aid our Ecommerce team with customer queries and resolution to order issues. 

What you'll do

• Answer general inquiries from customers via Gorgias or relevant Customer Service channel
• Correspond with the Customer Service Team and broader eCommerce team regarding challenges and issues observed with the customer experience 
• Interact with our 3PL partner, Shipbob,  to inform them of any incorrect or problem orders to remedy the situation with the customer  
• Respond to customers in a timely manner as determined by the Customer Support Manager
• Assist with increased customer demand around high volume drops & releases as well as critical holiday sales periods such as Christmas, Black Friday, etc.

Key Responsibilities:

• Respond promptly to general customer inquiries via Gorgias or other designated Customer Service platforms.
• Address questions related to orders, shipping, product availability, returns, and general policies with professionalism and accuracy.
• Communicate ongoing issues, trends, or customer pain points to the broader Customer Service and Ecommerce teams for resolution and continuous improvement.
• Collaborate with our third-party logistics partner, Shipbob, to identify, escalate, and resolve incorrect or problematic orders.
• Maintain a high level of responsiveness to meet established response time SLAs as directed by the Customer Support Manager.
• Provide additional support during high-volume sales periods, including major product drops, album launches, holiday seasons (e.g., Black Friday, Christmas), and other peak retail times.
• Stay informed on new product launches, promotions, and site changes in order to provide accurate information to customers.
• Document customer interactions and resolutions accurately within our internal systems to ensure alignment across teams.
• Maintain a positive, empathetic, and solution-oriented approach in all customer interactions.

Qualifications

• Strong written communication skills and attention to detail.
• Excellent interpersonal skills with the ability to handle challenging customer interactions with patience, professionalism, and empathy.
• Ability to work independently, manage time effectively, and prioritize workload.
• Familiarity with Gorgias, Shopify, or similar ecommerce/customer service platforms is a plus.
• Comfortable working in a remote environment with team collaboration tools (e.g., Slack, Zoom, Google Workspace).
• Previous experience in ecommerce customer service, especially in the music/entertainment merchandise industry, is highly desirable.

Schedule and Availability

• This is a part-time role with flexible hours; availability during peak sales windows and weekends may occasionally be required.
• Candidates should be comfortable with a remote work setup and have access to reliable internet and communication tools.