E-Commerce Customer Service Representative

Tharanco Group is seeking an E-Commerce Customer Service Representative based out of our Secaucus, New Jersey office.

Tharanco Group designs, sources, and sells Men’s (Golf Apparel, Dress Shirts, Active/Outdoor Apparel) and Women’s (Dresses, Sweater & Knit Tops) apparel to major retailers and boutiques/pro-shops in the US and through its own Direct to Consumer channels (Ecommerce & Retail Stores). Tharanco Group Inc. has been in the Apparel Business since 1988 and has several operating divisions with offices in NYC, Secaucus NJ, and Canton MA, and 19 Retail Stores. Please visit our company website www.tharancogroup.com for more information.

Responsibilities:

• Proactively process and manage Ecommerce customer orders and customer requests.
• Provide exceptional service to our retail E-Commerce customers in a professional manner
• Ensure orders are entered accurately.
• Handle incoming calls, chats, emails and resolve issues and/or customer complaints to ensure customer satisfaction
• Understand and communicate policies and procedures.
• Track, monitor, and resolve issues related to customer orders.
• Analyze sales trends, returns, cancellations, order revisions, and shipments.
• Work with other departmental teams as it relates to customer issues including order changes, cancellations, returns, refusals, or shipping issues.
• Establish and maintain a strong working relationship with other departments.

Required Skills/Knowledge

• Outgoing and professional demeanor.
• Previous experience supporting ecommerce customer service
• Strong organizational skills and attention to detail.
• Ability to prioritize and multi-task in a fast-paced environment.
• Excellent analytical, critical thinking, and problem-solving skills.
• Possess ability to build relationships with both internal and external teams.
• Team player, hands-on and flexible.
• Excellent time management, telephone and email skills.
• Strong working knowledge of MS Office programs, including Excel and Word.

Experience Needed

• Min 2-year experience in E-commerce Customer Service, preferably in the apparel industry.
• Experience with E-commerce platform, Big Commerce/ Shopify a plus and customer support platform, Gorgias a plus.Educational Background Required
• Associate’s Degree preferred

Pay: $44,000.00 - $50,000.00 per year

Benefits:

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

Ability to Commute:

• Secaucus, NJ 07094 (Required)

Ability to Relocate:

• Secaucus, NJ 07094: Relocate before starting work (Required)

Work Location: Hybrid remote in Secaucus, NJ 07094