down etc is a manufacturer of high-quality bedding products in business since 2001 headquartered in Millbrae, California. down etc is focused on creating, producing, and shipping quality products for high-end hotels, cruise ships, and casinos around the world. In our offices, you will find a dedicated team of product development, sourcing, quality control, sales, and customer service professionals from diverse backgrounds and cultures. · down etc is seeking a detail-oriented, empathetic, and tech-savvy eCommerce Customer Service Representative to support our customers. In this role, you’ll be the first point of contact for resolving customer inquiries, processing orders, troubleshooting customer service questions, and ensuring an exceptional shopping experience. You will work across email, chat, phone, and eCommerce platforms to deliver fast, helpful, and personalized service. · Responsibilities: ▪ Respond promptly and professionally to customer inquiries via email, live chat, phone, and social media ▪ Assist customers with order placement, product questions, tracking, returns, and exchanges ▪ Resolve customer complaints and issues effectively and escalate when necessary ▪ Monitor and update order status, shipping details, and inventory in the eCommerce system ▪ Document interactions and maintain accurate records in CRM systems ▪ Collaborate with warehouse, logistics, and internal teams to resolve fulfillment or inventory issues ▪ Proactively identify patterns in customer feedback and recommend improvements ▪ Maintain a thorough knowledge of products, promotions, policies, and procedures ▪ Support online reviews, feedback management, and loyalty inquiries ▪ Meet performance metrics such as response time, resolution time, and customer satisfaction · Qualifications: ▪ Must be fully vaccinated for Covid-19 ▪ 1–2 years of customer service experience (eCommerce or retail preferred) ▪ Excellent written and verbal communication skills with a focus on customer service ▪ Meticulous attention to detail and superior organizational skills ▪ Proficiency in current office applications, including ACT and MS Office (Word and Excel), and Ai platforms (OpenAi) ▪ Familiarity with eCommerce platforms (e.g., Shopify ▪ Experience with Helpdesk software (e.g Gorgias) ▪ Knowledge of QuickBooks is required ▪ Typing speed of at least 50 words per minute – www.typingtest.com ▪ Responsible and organized · Compensation and benefits include: Salary: base + commission, plus healthcare (PPO), dental, 401k. · If you can answer yes to all the following questions, this is the opportunity for you. · Do you thrive in a fast-paced environment with a variety of tasks? · Do you want to work for a company that has solid business ethics? · Do you have excellent written and verbal communication skills? · Are you energetic and eager to learn every single day? We are a progressive and energetic group of individuals seeking a key team player to participate in ensuring and benefiting from our success.
