MOTHER is famous for its model cult following, super-soft fabrics and irreverent disposition. The boutique made-in-L.A. denim brand is unique for its genius in keeping an indie spirit while still offering fits and washes that appeal to a wide range of people.

MOTHER is looking for an experienced Customer Care Specialist to join their fast-growing Ecommerce team. This role will ensure customer satisfaction to meet and exceed sales goals.

Responsibilities & Duties

  • Achieve sales targets by maximizing all customer contact opportunities to provide product knowledge, increase units per transaction and sell across all channels
  • Effectively prioritize customer inquiries and resolve within SLA policy
  • Assist customers with any issues with regards to their returns or their orders via Zendesk or by phone
  • Communicate promptly any information to customers about their orders
  • Help customers to register online, place their orders, and start their return
  • Process returns and issue refunds in Returnly/Shopify Plus
  • Deal with complaints and escalation process where necessary
  • Always handle the most urgent customer needs in a quick, willing and professional manner, aiming to turn complex situations into a positive outcome and using available resources to solve problems
  • Reporting the needs of our customers to the ecommerce team and defining the necessary actions needed to satisfy them
  • Deal with customers with late returns and faulty goods
  • Liaise with warehouse for any issues with customers’ orders, or issues raised by customers with regard to either orders or returns
  • Liaise with Finance for any accounting inquiries and flag accounting issues raised by customers
  • Active use of order tracker and order database
  • Communicate company policy to customers as necessary and observe at all times client confidentiality and company policies for data protection and security.
  • Work closely with other internal departments to ensure issues affecting customer orders or returns are resolved and enable seamless shopping experience.
  • Use all CRM systems confidently and use to accurately add notes to orders and cases for all incoming and outgoing contacts
  • Identify ways to personalize the experience of every customer, whenever possible
  • KPI and SLA reporting

Skills & Requirements

  • At least 2 years of customer service experience, preferably in a premium apparel environment
  • Passion for customer service
  • Excellent verbal and written communication skills
  • Problem solving skills and outstanding follow through and organizational ability
  • Familiar with internet tools and products
  • Ability to learn complex procedures and proactive in proposing innovations and improvements
  • Experience with Zendesk preferred, but open to other ticket systems
  • Experience with Shopify Plus preferred
  • Experience with Returnly preferred
  • Commercial, sales driven approach is essential
  • Flexible attitude and positive approach to change
  • Self-motivated, proactive, and energetic
  • Team player

    Please send resume and cover letter to