Job Title
Customer Service Representative
Department
Operations
Reports To
Customer Service Manager
Date Created
July 2024
Position Overview:
A Customer Service Representative at Frankies spends their day working on various projects; responding to customer inquires is their main responsibility, however, they also manage orders and returns, communicate with our 3PL, sort product at our HQ warehouse, and assist in Archive Sales. Frankies Bikinis uses Shopify, an ERP system as well as a third party warehouse for receiving and fulfilling e-comm orders. The customer service role is to address any issues, comments or concerns that our web customers may have. Contact platforms include Zendesk email, chat and calls. Additionally, Customer Service is responsible for upkeep in the office.
Primary Job Responsibilities:
· Zendesk
o Managing & Initiating online chat regarding issues, sizing and styling
o Corresponding with customers via email and resolving all issues in a polite, positive and accommodating way
o Answering phones and resolving issues in a polite, positive and accommodating manner.
· Communicating with our 3PL
o Checking for unfulfilled orders
o Cancelling and updating orders or returns at our 3PL
o Syncing invoices and tracking back to Shopify
· Working with online orders and returns via Shopify & GLBE
o Updating customer profiles
o Refunding customers or adding promo codes
o Filing evidence against customer chargebacks
o Refunding errored credit memos
o Refunding returns for international customers
· Maintain a clean entry way and common areas
o Check mail
o Take out trash
o Organize deliveries
o UPS drop off and pick up
Required Skills and Experience:
· Bachelor’s degree in business or operations
· 1+ years experience in customer service or a similar field
· Experience with Apparel Magic ERP and/or Shopify is a plus
· Ability to analyze and solve problems
· Great planning, organizational, verbal, and written communication skills a must
· Attention to detail and proven ability to multi-task
· Willingness to learn and work on a team
About Frankies Bikinis:
Frankies Bikinis is a global online destination for fashion-forward swimwear founded in 2012 by Francesca Aiello. Known for high-end fabrics, fashion forward shapes, and cheeky bottoms, our bikinis look great on everybody. Since the company’s inception, the brand has evolved into a lifestyle brand, expanding product offerings to include apparel, beauty, and footwear. Frankies Bikinis’ designs can be found in better retail boutiques including Revolve, Intermix, Free People, Kith, and Browns. The largest selection of Frankies Bikinis can be found at frankiesbikinis.com.
We’re a fast-paced, highly-collaborative, customer-centric, swimwear-loving and solutions-oriented team. We’re also big fans of dogs, snacks, and not taking ourselves too seriously. We’re always looking for intelligent, kind, and passionate and ambitious people to join us and help us bring our amazing products to the world.
Everyone is welcome at Frankies Bikinis - we’re passionate about building a team that reflects the diversity of our community and creating an environment where our differences are celebrated. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Why Join Us?
· Our team is made up of friendly, funny, welcoming, and passionate people -- who also happen to be great at what they do. We all know the people you work with can make or break a job and so we go to great lengths to protect this amazing culture.
· We work hard but are well-rounded. Breaks to pet dogs, hang with coworkers, and leaving the office at a reasonable time are encouraged.
· Care about growth? So do we. We’re growing rapidly, so we’ve got tons of exciting growth opportunities for our amazingly talented team. New projects and business needs pop up all the time, and we always look internally first.
· Great benefits (with fully company-paid health insurance), a 401k plan with employer match, fun team outings, and much more.