Overview
Customer Service Specialist Jobs in New York City Metropolitan Area at TWP
Title: Customer Service Specialist
Company: TWP
Location: New York City Metropolitan Area
The Customer Service Specialist plays a vital role in delivering exceptional client experience, serving as the primary point of contact for twpclothing.com inquiries via email and phone. This individual represents the TWP brand in every customer interaction, ensuring its values and standards are consistently reflected. Day-to-day responsibilities include managing incoming inquiries — order status, product details, sizing, and styling guidance — and contributing to initiatives that strengthen customer loyalty and enhance the overall shopping experience.
Responsibilities:
• Manage day-to-day customer service inquiries for the e-commerce website
• Analyze customer insights, including returns and exchanges, to identify trends and provide actionable recommendations to the E-commerce team to improve the website experience
• Build strong customer relationships by delivering personalized service and identifying thoughtful opportunities to upsell and cross-sell products
• Improve the customer service system by developing new initiatives, streamlining processes, and implementing solutions that drive faster, higher-quality responses
• Ensure all customer orders are processed and shipped within established timelines
• Work cross functionally with operations, sales, and production to ensure feedback from customers are always shared
• Adhere to company-wide processes and standards to ensure a consistent and elevated brand experience
Qualifications
• 1- 3 years of work experience in the fashion industry with client-facing experience
• Curiosity and an ownership mentality
• Outstanding attention to detail, organizational skills, and relentless follow-through
• Adept at problem identification, recovery, escalation, and resolution
• Proven multitasking, communication (verbal and written), and collaboration skills
• Knowledge and experience working in Shopify and Gorgias is a plus
• Multilingual skills are a plus
Salary & Benefits
• Base Salary: $55,000 – $65,000
• Medical, dental and vision insurance
• 401(k) with company match
• Paid time off and floating holidays
