Manhead

Ecommerce

• Answer general customer inquiries via Gorgias or other designated Customer Service platforms.
• Address questions related to orders, shipping, product availability, returns, and general policies.
• Communicate ongoing issues, trends, or customer pain points to the broader Customer Service and Ecommerce teams.
• Collaborate with third-party logistics partner Shipbob to identify, escalate, and resolve incorrect or problematic orders.
• Maintain responsiveness to meet established response time SLAs as directed by the Customer Support Manager.
• Provide additional support during high-volume sales periods, product drops, album launches, and holiday seasons (e.g., Black Friday, Christmas).
• Stay informed on new product launches, promotions, and site changes to provide accurate information to customers.
• Document customer interactions and resolutions accurately within internal systems.
• Maintain a positive, empathetic, and solution-oriented approach in all customer interactions.

Ecommerce Customer Service Representative