Customer Service Specialist

About the role

The Customer Service Specialist is the primary point of contact for twpclothing.com customers, handling inquiries via email and phone. You will represent the TWP brand, ensuring every interaction reflects our values and delivers a seamless shopping experience.

Key responsibilities

• Manage day‑to‑day customer service inquiries, including order status, product details, sizing, and styling guidance.
• Analyze returns, exchanges, and other customer insights to identify trends and provide actionable recommendations to the e‑commerce team.
• Build strong relationships by delivering personalized service and identifying opportunities to upsell or cross‑sell.
• Develop and implement initiatives that streamline the customer service system and improve response quality.
• Ensure all orders are processed and shipped within established timelines.
• Collaborate with operations, sales, and production to share customer feedback.
• Adhere to company‑wide processes and standards to maintain a consistent brand experience.

Required profile

• 1–3 years of customer service experience, preferably in e‑commerce.
• Curiosity, ownership mentality, and meticulous attention to detail.
• Strong problem‑identification, escalation, and resolution skills.
• Excellent multitasking, written and verbal communication, and collaboration abilities.

Required skills

• Experience with Shopify.
• Familiarity with Gorgias or similar help‑desk platforms.

What we offer

• Base salary ranging from $55,000 to $65,000 per year.
• Medical, dental, and vision insurance.
• 401(k) plan with company match.
• Paid time off and floating holidays.