Customer Service Representative (Shopify)

DNAM Brands is a family-owned and operated company that owns and licenses a portfolio of globally recognized fashion and lifestyle brands, including Von Dutch, Ed Hardy, Valentino Orlandi, Allbirds, Badgley Mischka, and more. We are looking for a Customer Service Associate to provide friendly, efficient support to customers by answering questions, resolving issues, and ensuring a positive experience.

This role involves handling inquiries via email or customer service chats on platforms such as Whatnot and Tik Tok. This also includes processing returns and refunds, and maintaining accurate records while representing the company in a professional manner.

• Responsibilities: Respond to customer inquiries via email or chat in a timely and professional manner
• Resolve customer concerns, complaints, and issues while maintaining a positive customer experience
• Process orders, returns, exchanges, and refunds accurately
• Provide product, service, and policy information clearly and consistently
• Document customer interactions and update records in CRM or POS systems
• Escalate complex issues to appropriate teams when necessary and follow up to ensure resolution
• Maintain knowledge of company products, services, and procedures
• Collaborate with team members and other departments to improve customer satisfaction
• Meet individual and team performance goals, including response time and customer satisfaction metrics
• Uphold company standards, policies, and brand representation in all customer interactions

Qualifications: Strong verbal and written communication skills

• Strong problem solving and multitasking abilities
• 1+ year in customer service
• Strong interpersonal skills and a customer-first mindset
• Proven ability to resolve customer issues efficiently while maintaining professionalism and empathy
• Ability to handle high-volume inquiries and prioritize tasks in a fast-paced environment
• Proficiency with basic computer applications (email, spreadsheets, word processing) and experience using CRM or POS systems