Customer Service Associate I

Need Supply Co. - Richmond, VA3.8

We’re currently seeking a part-time Customer Service Associate I who will be responsible for ensuring that the Need Supply Co. virtual shopping experience exceeds both our standards and that of our customers. The Customer Service Associate will communicate with our online customers directly and indirectly (by phone, live chat, and email) as well as manage the activities associated with the online transaction, from start to finish. The ideal candidate will be a team player with a positive, helpful, and customer-focused attitude.

Create and deliver an engaging experience for customers through multi-channel support
Maintain and possess a working knowledge of all digital systems including Need Supply Co.’s Ecommerce platform and customer service software
Approach and provide all customer issues with a positive, friendly, and thoughtful demeanor
Demonstrate enthusiasm for products and brand culture, as well as engaging in product knowledge trainings to assist with personal shopping for customers
Respond to all phone calls and emails in a timely manner
Timely communication with shipping vendors to investigate issues, including but not limited to lost or missing packages, file claims, and international shipping
Manage all online returns and exchanges as well as process online phone orders
Serve as a liaison to our retail team on style and fit questions, as well as product inquiries and general customer issues

Minimum Qualifications:
High School diploma
1-2 years of customer service experience or luxury retail experience
Excellent troubleshooting and conflict resolution skills
Proficient Microsoft Office skills
Ability to work a flexible schedule to include weekend availability and increased hours during holiday seasons

Preferred Qualifications:
2+ years experience working in a fast-paced retail Ecommerce environment
Bachelor’s degree in Fashion, Merchandising or related field
Familiarity with Magento, Zendesk, and FullStory, Zaius, and Teamwork Retail

Need Supply Co. is an established and fast growing apparel company based in Richmond, Virginia, a city which consistently ranks among the “Best Places to Live and Work in America.” We opened in 1996 selling a unique collection of vintage pieces. Over the past decade, our selection has evolved to become a well-edited assortment of contemporary designers and independent labels from the U.S. and abroad. GQ Magazine called us “The Best E-Commerce on the Web.”

Our Values:
Responsibility, Creativity, Simplicity, Integrity, Effectiveness, Passion, Respect, Fun, Curiosity