Ecommerce Customer Service Specialist

Founded in 2014, Jacques Marie Mage (JMM) is a Los Angeles-based producer of limited-edition designer goods that specializes in the micro-production of luxury eyewear handcrafted in Italy and Japan.Drawing inspiration from across continents, cultures, and generations, JMM combines world-class craftsmanship with advanced production methods, embracing an array of rich materials, bold geometric shapes, and an exuberance of attitude to create impeccably crafted spectacles that elegantly infuse historical motifs with a modern sensibility.Powerful, playful, and meaningfully idiosyncratic, JMM’s high-functioning collectibles are ethically produced and philanthropically aligned, offering a rarefied ocular experience that embodies an uncompromising balance of form, function, and fairness.We are looking for a customer-focused Ecommerce Customer Service Specialist to manage online customer interactions, ensure a seamless shopping experience, and maintain high customer satisfaction across all digital channels.The role is based in our HQ in Los Angeles (West Hollywood) and will report to the CS managerRequirements and ResponsibilitiesThe Customer Service specialist is part of the daily operations of the customer service department and guaranteeing the satisfaction of JMM Collectors. The are to compile data to make assessments of their department’s progress and coordinate with upper management to find ways to enhance their customer service objectives among their employees.Responsibilities include, but are not limited to: Respond to customer inquiries via email, chat, social media, and phone in a timely and professional mannerAssist customers with orders, returns, refunds, exchanges, and product questionsResolve customer complaints efficiently while maintaining a positive brand imageTrack and report recurring issues or customer feedback to improve processesCollaborate with logistics and warehouse teams to ensure accurate and timely deliveriesMaintain up-to-date knowledge of products, promotions, and policiesManage reviews and customer feedback across platformsHelp optimize customer experience and retention strategies Creating macros, tags, topics, and other tracking analytics in ZendeskInteracting with customers and handling customer queries and complaints in a timely mannerCreating weekly and monthly reports and surveysStaying current on the latest industry trends and techniquesWork with the social media coordinator weekly to receive social feedback and implement updated policies to alleviate collector stresses.Know our products inside and out so that you can answer all collector questions.Qualifications2–3 years of customer service experience, preferably in ecommerce or retailStrong communication skills (written and verbal)Experience with ecommerce platforms and CRM tools (Shopify, Zendesk, etc.)Problem-solving mindset with attention to detailAbility to multitask and work in a fast-paced environmentCustomer-first attitude with a positive, solution-oriented approachPreferred SkillsExperience with order management systems and returns platformsFamiliarity with shipping/logistics processesBasic understanding of digital commerce metrics (conversion, retention, etc.)