Customer Service Representative

Job Description

Job Title: Customer Service Representative

Classification: Full-time/Non-Exempt Reports to: Operations Manager

Job Summary:

We are looking for a friendly, detail-oriented, and experienced Customer Service Representative to join our team. In this role, you will serve as the first point of contact for our customers, delivering timely and effective support across multiple channels, including email and phone. You’ll play a key role in creating positive customer experiences by resolving issues related to orders, returns, product inquiries, and more.

The ideal candidate has at least 2 years of customer service experience, thrives in a fast-paced environment, and takes pride in providing outstanding service that aligns with our brand values. We’re especially looking for someone who is proactive, a self-starter, and able to anticipate customer needs before they escalate. If you enjoy problem-solving, take initiative, and are committed to creating memorable customer experiences, we’d love to hear from you.

Duties/Responsibilities:

Customer service representative must maintain a high level of professionalism and be able to listen to customer issues and then offer quick and accurate solutions.

Maintain professional interaction with customers via email and phone regarding product orders, vendor services, and client requests.

Ownership, management, and monitoring of customer service email.

Process customer product returns, exchanges and cancellations through Deposco, Ship Station, and Shopify.

Accurately maintain customer return and order cancellation log.

Identify and escalate issues for management support in a timely manner.

Capable to investigate follow up and find solutions for customers.

Maintain Glam-Aholic Terms & Conditions, as well as Shipping policy knowledge.

Draft correspondence such as emails and letters.

Assist in managing virtual assistants’ processes and tasks.

Receiving, sorting, and delivering mail and packages.

Welcoming visitors and directing them to the correct person or department

Job Qualifications:

Minimum 2 years of current customer service experience required, preferably in a fast-paced e-commerce environment.

Experience handling returns, exchanges, and shipping issues.

Strong verbal and written communication skills.

Proficiency with customer support software (e.g., Zendesk, Freshdesk, Gorgias, etc.).

Ability to handle high volumes of inquiries with professionalism and accuracy.

Strong problem-solving skills and attention to detail.

Comfortable working independently and collaboratively within a team.

Tech-savvy; able to quickly learn new systems and processes.

Preferred:

Experience working in a B2C (Business to Consumer) e-commerce company.

Basic knowledge of order management platforms (e.g., Shopify, Deposco, WooCommerce).

Experience handling returns, exchanges, and shipping issues.

Education and Experience:

· Minimum 2 years’ experience in a customer service-related field.

· High School diploma or equivalent.

· Valid Driver’s license.

Physical Requirements:

· Must possess the ability to lift, carry, push, and pull materials and objects weighing up to 50lbs and heavier with proper equipment.

· Requires bending, squatting, crawling, climbing, and reaching.

· Requires activities involving exposure to moving machinery, changes in temperature and humidity, dust, fumes, and gases.

· This position is in a warehouse environment.

Full-time