Coordinator, Customer Service (E-commerce)

About Us Centric Brands is a leading lifestyle brand collective that designs, sources, markets and sells high quality products in multiple segments, including women’s, men’s and kid’s apparel, accessories, entertainment and beauty. Centric Brands is focused on our customers and our brands that will drive the company’s future growth. We are defined by innovation as we seize new opportunities and thrive in an environment informed by creativity and thinking that is both analytical and outside the box. Centric Brands reflects a team built on respect, for others and for the hard work it takes to achieve our goals and build our bright future together. At Centric Brands, non-stop innovation drives our success every day. Our e-comm team works to develop and implement a full range of eCommerce growth strategies across the Centric Brands platform, from owned and branded eCommerce sites like Joe’s, Hudson, Robert Graham and Herve Leger, to major retail names such as Amazon. You’ll be part of a team challenged to build a robust eCommerce presence and achieve long-term growth goals for one of the world’s premier lifestyle brand collectives. #LI-AP Specific Responsibilities Would Include We are looking for a Customer Service Coordinator to join our growing team in Greensboro. This role will work under the Men's and Women's Platform, primarily on Joe’s Jeans and Hudson Jeans. This role will follow a hybrid work schedule which requires on-site presence Monday-Thursday with Friday being a remote/work from home day. This schedule is subject to change based on business needs. Assist customers with e-commerce orders, returns, exchanges, and respond to all customer inquiries via email, phone, social media, and live chat. Review customer complaints and track complaint resolutions. Resolve complex and escalated customer service issues. Maintain and continuously update customer service response templates to ensure consistent, accurate, and effective communication across all customer interactions. Track lost packages and submit and follow through on shipping claims. Identify and escalate complex issues to senior representatives or supervisors as appropriate. Respond to customer product reviews, both positive and negative. Manage customer service workflows and proactively identify opportunities for process improvements. Monitor recurring customer concerns and recommend solutions to enhance the customer experience. Take initiative in providing product and sizing guidance, engage customers, and identify appropriate upsell opportunities (e.g., inseam length recommendations, sizing assistance, store inventory inquiries, and store outreach). Assist with fraud management and chargeback investigations as needed. Assist with the activation and receipt of new products on the website, including quality assurance of products and customer-facing information. Support the E-commerce team with online merchandising, site navigation, website quality assurance, and email marketing initiatives. Our Best Fit Candidate Would Have Bachelor's degree preferred. 1–3 years of experience in e-commerce customer service required. Shopify or similar content management system (CMS) experience preferred. Experience with customer service ticketing systems and e-commerce returns platforms. Experience supporting a direct-to-consumer (DTC) retail or e-commerce business is a plus. Excellent interpersonal, written, and verbal communication skills. Strong analytical thinking skills with the ability to resolve issues efficiently and effectively. Highly motivated, patient, dependable, and exceptionally detail-oriented. Ability to work effectively in a team environment while also demonstrating initiative and independent problem-solving skills. In return, we provide an industry-competitive salary, along with a comprehensive benefits plan (medical, dental, vision) that includes a matching 401(k), Summer Fridays, generous PTO, merchandise discounts, excellent career development opportunities, and a work environment that reflects our industry leadership. Our social impact program, Centric Cares, focuses on volunteerism to make a difference in communities we live and work in and our D&I committee is shaping the future of diversity, equity and inclusion at Centric Brands though workshops, resources and inspiring conversation. At Centric Brands, we believe our people are our greatest asset, and we seek to structure competitive compensation offers to ensure that we are able to attract and retain the best talent. Our job postings include an annual base salary range at the time of employment. The stated base salary range represents our good faith estimate as to what candidates are likely to expect, and we tailor our offers within the range based on several factors, including the selected candidate's educational and professional experience, industry knowledge, location, technical and communication skills, and other factors that may prove relevant during the selection process. Base salary is a part of a total compensation package, which, depending on the position, may also include commission earnings, annual bonus and other Centric Brands sponsored benefit programs. Be part of our growing community by getting involved with groups, teams and initiatives like Be Green, Be Giving, and Be Celebrated. Centric Brands is an Equal Opportunity Employer Please note that Centric Brands will only reach out to interview, make an offer of employment or conduct onboarding activities for candidates who have applied through our careers site. When interviewing for a position, the candidate experience will include live interaction, such as a video conference or telephone call, with a Recruiter and/or company employee(s). We will never ask for any money or payments from applicants at any point in the recruitment process. Be aware of suspicious recruitment activity. If you think you are a victim of an employment scam, you may contact your local law enforcement agency and/or visit the Federal Trade Commission website here: https://consumer.ftc.gov/articles/job-scams. #LI-KW1 #LI-Hybrid