Overview
E-Commerce Customer Care Associate (Apparel) Jobs in Los Angeles at DONNI.
DONNI.
Ecommerce Customer Care Associate
ABOUT US.
DONNI. creates clothing for every woman, no matter the stage of life. We take a multigenerational approach to each collection, with the intention that our clothing will be passed on for generations to come.
Each piece is made locally in LA and designed to be comfortable, classic and cool. We are intentional about keeping all of our business operations local, our fabrics locally milled or sourced, and each piece locally constructed. The majority of our partners – vendors, factories, cutting houses, knitting mills, marker/graders, pattern makers – are either women-run or women-owned.
ABOUT THE ROLE.
DONNI. is seeking a motivated, kind and detail-oriented Ecommerce Customer Care Associate to play a crucial role in ensuring customer satisfaction throughout the entire customer journey. Their primary goal is to provide a positive and seamless experience for customers, from the initial inquiry to the final order fulfillment. DONNI.’s Ecommerce Customer Care Associate embodies our voice to the customer and represents our customer-driven brand approach. The role reports to the Director of Operations and is in-office at our Headquarters 5 days per week.
RESPONSIBILITIES OF THE ROLE.
Customer Care:
- Daily management of all customer inquiries via Zendesk and Outlook.
- Efficient utilization of response macros and creation of free-form text responses in the DONNI. voice.
- Assist customers promptly and comprehensively with all inquiries and concerns around styles, fit, sizing, order fulfillment, shipping, deliveries, sold-out items, restock plans and returns.
- Adhere to internal response and resolution SLAs with the expectation that all requests are responded to within 24 business hours.
- Utilize and continue to refine decision trees and response templates in the Customer Care Playbook.
- Prioritize customer service needs over all other tasks and follow rules on how to prioritize tasks
- Flexibility to manage Customer Care inquiries outside of regular business hours as needed (after prior discussion: holiday peaks, weekends during sales, afternoons during summer Fridays, etc.).
E-Commerce Order Fulfillment:
- Allocate and invoice orders daily at set times in Apparel Magic.
- Handle various tasks related to Shopify: tracking updates, return requests, chargebacks, payment capturing, and manual refunds.
- Flag inventory/allocation issues and shipping/carrier issues and make recommendations to rectify.
- Communicate with 3 party warehouse daily to resolve fulfillment issues and general inquiries. Process manual tasks directly in warehouse system (WMS).
- Keep track of all pre-orders, allocate items upon arrival, and hand them off to the warehouse team. Work with the E-Commerce team on additional tasks as needed.
- Process and follow through to delivery of special orders for employees, VIPs, trunk shows, etc.
Returns & Refunds:
- Daily management of returns in Loop and WMS, updating return outcomes, blocklists/allowlists as necessary.
- Process and refund returns in Shopify and Apparel Magic.
- Proactively communicate any product quality issues or inconsistencies to the team in a structured manner. Follow up on responses and resolutions.
- Manually process returns due to damages: Physical inspection and data management in all relevant systems.
Other:
- Develop and share weekly Customer Care reports and monthly recaps regarding tickets/inquiries, returns and lifetime return rates for top styles.
- Support Operations team with special projects as needed.
- Other ad hoc duties as assigned.
ABOUT YOU.
The DONNI. Team is a family; our business is personal on so many levels. We are looking for people who embody our core brand values of kindness, honesty, and authenticity.
- Previous experience in fashion and e-commerce customer care or related fields strongly preferred.
- Excellent written and verbal communication skills, ability to understand and write in the “DONNI. way” desired.
- Excited about working in a fast paced, entrepreneurial environment that is experiencing rapid growth.
- Comfortable working with various IT platforms such as: Zendesk, ApparelMagic, Outlook, Excel, Shopify, Loop, Klaviyo, WMS.
- Experience processing accurate data entry tasks.
- Strong attention to detail and organizational skills.
- Ability to multitask, prioritize tasks effectively and pivot quickly as needs arise
- Ability to work independently as well as part of a team.
- Excellent and creative problem solver with a positive attitude.
ABOUT WORKING AT DONNI.
DONNI. has a comprehensive benefit policy including paid time off, paid holidays, summer Fridays, medical/dental/vision, 401k, clothing gifts and discounts and more.
The final compensation package for this role will depend on the candidate’s qualifications and experience.
Pay: From $24.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
Title: E-Commerce Customer Care Associate (Apparel)
Company: DONNI.
Location: Los Angeles
