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Velvet LLC logo
Job Title
E-Commerce Customer Service Rep
Culver City, California
Zip/Postal Code
United States
Southern California
Position type
Job Function
Customer Serv / Order Entry
Experience level
Entry Level
Education level
High School or equivalent

E-Commerce Customer Service Rep


  • Customer Service
    • Answer customer inquiries via phone, email and live chat messages
      • Resolve order issues: damaged items, wrong items shipped, etc.
      • Assist customers in sizing inquiries
      • Assist customers in making product selections by asking questions and actively listening to their needs (cross-sell and up-sell as opportunity allows).
      • Locate product at retail stores, when inventory not available in web store
    • Process customer refunds and price adjustments
    • Communicate with warehouse regarding fulfillment of customer orders
    • Track missing orders and work with UPS to resolve issues & file claims
    • Manually input customer orders/phone order as needed
  • E-Commerce Support
    • Review site daily for errors in merchandising
    • Process orders from 3rd Party shopping App: Spring
    • Inventory data entry
    • Accommodating inventory transfer requests from retail stores
    • Preparing product spreadsheets in Excel for use by merchandising & e-commerce teams


  • Ability to multi-task and approach situations with proactive problem-solving skills
  • Great communicator
  • Basic understanding of computers
  • Basic understanding of Microsoft Office (Outlook, Word, Excel)
  • Magento experience a plus, but not required
  • Passion for fashion a plus
  • Positive attitude