E-Commerce Customer Experience Representative (Entry level)

E-Commerce Customer Experience Representative (Apparel company)

-- Los Angeles, CA | Full-Time | Starting at $20/hr --

We're based in the heart of the LA Fashion District, we’re a fast-growing B2B apparel company behind popular brands like Endless Rose, English Factory, Grey Lab, and Free the Roses. Since 2011,

we’ve built a reputation for delivering on-trend, high-quality fashion and we’re just getting started.

What You’ll Do :

• Respond to customer inquiries within 24 hours via email, phone, chat, and social media.
• Provide accurate information on orders, shipping, returns, and products.
• Coordinate with warehouse and operations teams to resolve order issues.
• Manage daily order processing in Shopify and N41, including pick tickets, overrides, and open order reports.
• Support shipping by flagging address errors, checking inventory, and reporting discrepancies.
• Maintain accurate inventory records and updates across platforms.
• Troubleshoot website issues (payments, accounts, glitches) and escalate when needed.
• Process returns, refunds, and exchanges with warehouse and accounting teams.
• Monitor syncing errors, fraudulent orders, and cancellations to avoid issues.
• Follow company guidelines for returns, damages, and adjustments to ensure clear communication.
• Share customer feedback with marketing, product, and IT teams.
• Meet service-level goals for response time, satisfaction, and resolution speed.
• Submit and track shipping claims with FedEx/UPS.
• Manage marketplace returns/disputes (Macy’s, Bloomingdale’s).
• Audit website for missing or incorrect product details and report for updates.

Skills / Requirements / Qualifications:

• Bachelor’s degree in a related field.
• 2+ years of customer service experience, preferably in the apparel industry.
• Experience with N41, FedEx Ship Manager, and e-commerce platforms preferred.
• Strong communication, problem-solving, and organizational skills.
• Knowledge of inventory management and order fulfillment processes.
• Proficient in CRM systems, MS Office (Word, Excel, Outlook), and G Suite.
• Detail-oriented, adaptable, and able to multitask in a fast-paced environment.
• Team-oriented with a positive attitude and commitment to excellent customer service.

Job Type: Full-time

Pay: From $20.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Customer service: 1 year (Required)
• N41: 1 year (Required)
• CRM system: 1 year (Required)

Language:

• Spanish (Required)

Location:

• Los Angeles, CA 90007 (Preferred)

Ability to Commute:

• Los Angeles, CA 90007 (Required)

Ability to Relocate:

• Los Angeles, CA 90007: Relocate before starting work (Preferred)

Work Location: In person