E-Commerce Customer Service Specialist

Company Overview

Frank & Eileen was born in 2009 when former engineer Audrey McLoghlin sought to reinvent the button-up for women —a category previously focused solely on men. Inspired by Audrey’s Irish grandparents—our brand namesakes, Frank & Eileen—we have grown slowly and intentionally from our best-Italian-fabric-in-the-world-obsessed beginnings. Now a globally recognized fashion brand, Frank & Eileen is a certified woman-owned, women-led B Corp business that has retained 100% ownership while working with the same ethical, sustainable manufacturers for over a decade. Our mission is to model and support female entrepreneurship as a force for good—all from our family-friendly HQ in sunny California.

The Role

• Work hand-in-hand with current customer service team members, ensuring excellent customer relations across high volume omnichannel platforms. 
• Be highly personable and hold conversations with all types of clientele, leaving them with a personalized customer service experience.
• Troubleshoot and resolve customer issues with orders, exchanges, returns, etc. with grace and efficiency.
• Develop a strong understanding of product line and company voice, constantly leveraging to create up-selling + cross-selling opportunities.
• Identify and grow relationships with VIP customers, with personalized service and individual outreach.
• Create on-brand packages and content on an as-needed basis.
• Maintain reporting, tracking, and systems. 
• Represent the core values of Frank & Eileen, and act as a brand ambassador in all communications.

Who You Are

• Working knowledge of: Microsoft OS, Shopify, Full Circle (or other ERP system), and all social media platforms.
• Fashion or E-Commerce experience recommended.
• Ability to think outside the box and question everything, with a keen eye for detail.
• Excellent time management skills, extremely well organized and adept at prioritizing workloads under pressure and independently.
• Ability to multitask and self manage.
• A high level of integrity in all that you do, in and out of work.
• Ability to collaborate and comfortable communicating with other teams to find solutions.
• Strong verbal and written skills.
• 2+ years of omnichannel customer service in a like-minded environment (luxury, both wholesale and DTC) preferred.

Compensation

Starting Hourly Rate: $25 per hour

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

*Frank & Eileen is an equal opportunity employer, celebrating diversity and creating an inclusive environment for our employees and customers. We are committed to comply with all Federal, State and local laws providing EEO and all other employment laws and regulations.