Careers at The Frankie Shop
E-commerce Customer Service Specialist
- company
- The Frankie Shop
- location
- New York, NY, United States
- posted
- 16 Oct
- **About the Role**
- The Frankie Shop is seeking an experienced, highly organized, and proactive E-commerce Customer Service Specialist to join our team.
- We are looking for a dependable, solutions-oriented professional with a background in e-commerce customer service who understands the importance of delivering an exceptional customer experience.
- The ideal candidate is an excellent communicator, a critical thinker, and a natural problem solver who takes ownership of customer inquiries from start to finish. They are intuitive, detail-oriented, and able to anticipate customer needs, identify potential issues, and take initiative when required.
- This individual will play an important role in protecting our brand reputation, building customer trust, and ensuring a seamless post-purchase experience across all channels.
- **Responsibilities**
- Manage customer inquiries primarily via email, with some telephone support, providing clear, professional, thoughtful, and timely responses that reflect our brand's standards.
- Take full ownership of customer issues from initial inquiry through resolution, ensuring every case is followed up on and closed appropriately.
- Anticipate customer needs, provide timely updates, and follow through on outstanding matters without requiring reminders.
- Assist with order modifications, cancellations, refunds, returns, exchanges, shipping delays, delivery issues, and other post-purchase inquiries.
- Follow company policies, procedures, and service standards when providing customer guidance and determining appropriate resolutions.
- Exercise sound judgment within established guidelines and escalate exceptions or situations requiring approval to the appropriate team or manager.
- Work closely with ware
- house, logistics, and carrier partners to investigate missing, delayed, or damaged shipments and resolve fulfillment issues.
- Provide accurate, detailed information regarding products, sizing, fit, availability, materials, and
- order/company
- policies.
- Proactively monitor outgoing e-comm orders from placement through delivery, identifying and resolving outstanding issues, delays, or discrepancies. Take ownership of pending order-related inquiries, coordinate with internal teams and external partners as needed, and ensure timely follow-up through resolution.
- Maintain clear and proactive communication with customers to provide updates, manage expectations, and deliver a positive customer experience.
- Accurately document order statuses, customer interactions, issue resolutions, and follow-up actions in relevant systems to ensure records remain current, complete, and reliable.
- Work collaboratively with internal teams, communicate clearly, and contribute to a positive, accountable, team-oriented environment.
- Identify recurring customer concerns, operational gaps, and opportunities to improve processes and the overall customer experience.
- Provide support for ad hoc requests, special projects, and evolving business needs as they arise. Demonstrate flexibility, initiative, and a willingness to assist across teams while ensuring daily responsibilities and customer service priorities are consistently met.
- **Qualifications**
- Minimum of 2 years of customer service experience, preferably within fashion, luxury, contemporary retail, or e-commerce.
- 1 year of hands-on Shopify experience preferred
- Excellent written and verbal communication skills, with strong grammar, clarity, tone, and attention to detail.
- Exceptional organizational skills, accuracy, and the ability to manage multiple inquiries and competing priorities simultaneously.
- Strong critical-thinking, analytical, and problem-solving abilities.
- A proactive mindset, with a demonstrated ability to anticipate issues, take initiative, and follow through independently.
- Dependable, punctual, accountable, and consistent in meeting deadlines and commitments.
- Basic Excel skills, including tracking information, maintaining records, and organizing data.
- Ability to work efficiently and remain composed in a fast-paced, deadline-driven environment.
- Experience using Gorgias or a similar customer service ticketing platform.
- Familiarity with returns management, shipping platforms, carrier investigations, and e-commerce fulfillment workflows.