Senior Customer Support Specialist

Summary

Join TVP NYC as a Senior Customer Support Specialist – Retail Operations and provide exceptional support to clients' customers across multiple eCommerce brands. Ensure a smooth post-purchase experience by resolving inquiries efficiently and executing operational tasks within Shopify, the proprietary Warehouse Management System (WMS), and customer service platforms. Represent multiple brands, each with unique policies and customer expectations, requiring seamless adaptation between brand voices, policies, and workflows. Key responsibilities include providing professional customer service, applying brand-specific policies, resolving order and return inquiries, maintaining brand voice consistency, processing tasks in Shopify and WMS, tracking fulfillment issues, maintaining customer interaction records, identifying issue trends, collaborating with teams, and suggesting process improvements. The role demands strong customer service experience, proficiency in various platforms, excellent problem-solving skills, and strong attention to detail. Compensation includes a competitive salary, health insurance, and professional development opportunities.

Requirements

• 3+ years of experience in customer service, preferably in eCommerce, retail, or logistics
• Strong writing and communication skills, with the ability to adapt tone and style to different brand voices
• Experience managing Shopify stores, order management platforms, WMS, and customer service ticketing systems
• Proficiency in Google Workspace (Docs, Sheets, Gmail) and Microsoft Office (Excel, Outlook)
• Excellent problem-solving skills with the ability to make quick, informed decisions
• Strong attention to detail and ability to multitask across multiple brands and workflows
• Experience handling operational tasks such as refunds, returns, and fulfillment issue resolution

Responsibilities

• Provide professional and empathetic customer service via email and other communication channels on behalf of multiple retail brands
• Understand and apply each brand’s return policies, product details, and customer service guidelines to deliver accurate responses
• Resolve inquiries regarding orders, returns, shipping, exchanges, and other post-purchase concerns
• Maintain a consistent brand voice while tailoring responses to match different brand identities
• Process customer service tasks directly in Shopify, WMS, and customer service platforms
• Generate return shipping labels, issue refunds, and process manual orders when needed
• Track and resolve fulfillment issues, including backorders and stock shortages, ensuring seamless communication between fulfillment teams and customers
• Maintain records of customer interactions, resolutions, and inventory adjustments using Google Sheets, Excel, and internal databases
• Identify trends in customer issues and work with internal teams to improve processes
• Work closely with fulfillment and operations teams to ensure smooth order processing and returns management
• Assist in creating and maintaining customer service documentation for various brands
• Suggest process improvements and efficiencies in handling customer inquiries and fulfillment challenges
• Stay updated on new software tools and industry best practices to enhance customer service efficiency

Preferred Qualifications

• Fast thinker with the ability to solve customer problems efficiently
• Tech-savvy and adaptable, able to quickly learn and work within different software platforms
• Empathetic and customer-focused, ensuring high-quality interactions with customers
• Organized and detail-oriented, with strong time management skills
• Team player who collaborates well with internal teams and external stakeholders

Benefits

• Competitive salary based on experience
• Health insurance
• Learning and professional development opportunities
• A dynamic, collaborative work environment