DTC/DX Customer Service Specialist

Job Summary

The Customer Service Specialist is responsible for supporting the day-to-day management of customer service operations across AMOREPACIFIC US brands. This role works closely with the Customer Service team, offshore customer service partners, Warehouse, and other cross-functional teams to ensure customer inquiries and escalations are resolved accurately and in a timely manner. The ideal candidate is highly organized, detail-oriented, and comfortable managing multiple priorities in a fast-paced environment. The Customer Service Specialist will develop a comprehensive understanding of the customer journey and customer service operations, while supporting ticket management, escalations, customer feedback, fulfillment-related issues, and customer service platforms. 

 

Principal Accountabilities

• Support the day-to-day management of customer service operations across AMOREPACIFIC US brands.

• Develop a comprehensive understanding of the customer journey, including order placement, fulfillment, shipping, returns, replacements, customer inquiries, and escalations.

• Review and manage customer service tickets within Gorgias to become familiar with customer inquiries, escalations, and overall customer service operations.

• Manage customer escalations submitted by the offshore Customer Service team and ensure issues are investigated and resolved in a timely manner.

• Partner closely with the offshore Customer Service team to provide support, clarify processes, and ensure escalated customer issues are appropriately addressed.

• Work closely with the Warehouse team to resolve fulfillment-related customer issues and ensure customer operations are running smoothly.

• Coordinate and track customer order replacements with the Warehouse team, ensuring replacements are processed and shipped in a timely manner.

• Monitor recurring customer issues, complaints, and operational trends and maintain accurate records to identify opportunities for improvement.

• Review customer service tickets to ensure appropriate ticket fields, tags, and categorization are accurately applied within Gorgias.

• Support the development and maintenance of customer service reports and tracking documents.

• Manage customer reviews and questions within Yotpo, including monitoring, escalating, and responding to customer feedback.

• Assist with processing TikTok Shop returns and ensure return-related customer issues are resolved in a timely manner.

• Monitor and respond to customer messages received through TikTok Shop, providing accurate and timely support in accordance with established customer service guidelines.

• Assist with the creation, maintenance, and optimization of Customer Service SOPs, workflows, macros, and internal resources.

• Document recurring customer and operational issues and partner with relevant teams to identify root causes and potential solutions.

• Review and dispute chargebacks for all AmorePacific Brands.

• Assist with monthly vendor invoice submissions and ensure invoices are accurately reviewed and submitted in accordance with established processes. 

 

Key Experience and Skills

 

Qualification and Experience

• 2+ years of experience in customer service, customer operations, e-commerce, or a related field preferred.

• Experience working with customer service platforms or helpdesk systems preferred.

• Experience with Gorgias, Shopify, Yotpo, or similar customer service and e-commerce platforms preferred, but not required.

 

Skill Sets

• Proficiency in Microsoft Excel and Microsoft PowerPoint preferred.

• Strong organizational skills and attention to detail with the ability to manage multiple tasks and priorities.

• Excellent written and verbal communication skills.

• Ability to analyze customer feedback and identify recurring trends or issues.

• Experience with e-commerce, beauty, or consumer products preferred.

 

Personal Attributes

▪ Strong interpersonal and collaboration skills with the ability to work effectively with internal teams, offshore partners, warehouse teams, and external vendors.

▪ Strong sense of ownership and accountability with the ability to follow issues through to resolution.

▪ Ability to learn new systems, processes, and technologies quickly.

▪ Comfortable working in a fast-paced environment and adapting to changing business needs.

▪ Ability to work flexible schedules, including occasional extended hours, weekends, and holidays based on operational needs and peak business periods.