Customer Service Representative

We are seeking a polished, customer-focused Customer Service Representative to deliver a high-touch, concierge-level experience for an e-commerce fashion business. This is a full-time, onsite opportunity supporting a growing customer service team separate from the wholesale division.The ideal candidate is comfortable managing customer inquiries across email, chat, and phone while helping customers find the best resolution. A key focus of the role is guiding customers toward exchanges when appropriate, rather than returns, while maintaining an exceptional brand experience.Key Details:Employment Type: Full-time, direct hireWork Arrangement: Onsite, 5 days per weekLocation: Los Angeles, CA 90028Salary: $70,000-75,000/yearKey Responsibilities:Provide professional, personalized customer support through email, chat, and phone.Respond to customer questions regarding orders, products, shipping, returns, exchanges, and account needs.Proactively recommend exchanges and alternative solutions when appropriate to support customer satisfaction and retention.Process and manage orders, returns, exchanges, refunds, and shipping-related issues in accordance with company policies.Use Shopify, Gorgias, Apparel Magic, and related systems to document customer interactions and resolve requests accurately.Maintain a polished, empathetic, and solutions-oriented communication style in every customer interaction.Collaborate with internal teams to resolve escalated order, inventory, fulfillment, and product concerns.Help uphold a premium, concierge-style service standard for a luxury-oriented customer base.Must-Have Qualifications:3+ years of customer service experience in consumer-facing environments.Experience supporting customers in fashion, luxury retail, high-end consumer goods, or a comparable premium brand environment.Hands-on experience with Shopify for order management and customer service workflows.Experience with Apparel Magic or a similar retail or e-commerce ERP system.Experience using Gorgias or comparable customer service ticketing platforms.Demonstrated ability to manage customer interactions through email, chat, and phone.Experience handling returns, exchanges, shipping concerns, and order-related issues.Proficiency with CRM tools, Microsoft Office, and Google Workspace.Excellent written and verbal communication skills with a polished, customer-first approach.Must be located within a commutable distance of Los Angeles, California.Preferred Profile:Strong judgment and a proactive approach to resolving customer concerns.Ability to balance service quality, efficiency, and brand standards in a fast-paced e-commerce environment.Comfort working onsite as part of a collaborative, customer-focused team.Detail-oriented, organized, and able to manage multiple customer requests simultaneously.