Customer Service and Ecommerce Associate

Alex Apparel Group (AAG) is the leading force in American special occasion attire and the parent company to celebrated brands Alex Evenings and S.L. Fashions. Under the decade-long leadership of a solid Executive Management team, AAG continues to define the industry standard for quality and elegance. Our collections are widely available at major department stores, specialty boutiques, Amazon, and through our direct-to-consumer websites at alexevenings.com and slfashions.com.

Overview

The Customer Service & Ecommerce Associate will provide customers with clear and timely responses to inquiries and will be instrumental in the management and optimization of our Shopify-based online store. This role requires excellent attention to detail, organizational skills, and passion for providing an exceptional online shopping experience.

Duties

Customer Service

• Utilize the Gorgias ticketing system to professionally & promptly administer all incoming calls, emails & chats and provide customers with answers for their inquiries.
• Resolve customer issues promptly and effectively to ensure a positive customer experience.
• Assist customers with styling advice, fit/size recommendations in order to reduce return rate.
• Work with accounts payable to ensure refunds/returns are processed in a timely manner.
• Work inside Loop, Shopify, Gorgias, a2000, Tillerman, etc.

Website Operations

• Support the Director of Ecomm with the day-to-day maintenance of Shopify website.
• Assist with new item set up to ensure new products are listed onsite for customers to shop including but not limited to product copy optimizations, SEO details, and image selection.
• Ensure that the app works seamlessly with mobile visitors and other digital platforms.
• Merchandise website daily/as needed including updating banners, content copy, and products
• Contribute ideas to enhance our online store and customer experience.
• Maintain product bulks within a2000 ERP system to ensure products are available.

Reporting

• Gather analytics for the website each week to track and analyze and derive any initiatives that should be undertaken in response to learnings. Distribute weekly/monthly reporting while ensuring report data is correct.
• Pull/evaluate bestseller reporting monthly and distribute to management team

Pay: $26.00 - $29.00 per hour

Benefits:

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

Work Location: Hybrid remote in New York, NY 10018