The Frankie Shop · 3 days ago
Customer Service Operations Specialist
New York, NY
Full-time
Onsite
Entry, Mid Level
2+ years expThe Frankie Shop is a retailer known for its minimalist and wallet-conscious styles. They are seeking a Customer Service Operations Specialist to handle customer inquiries, assist with returns and refunds, and coordinate between e-commerce and physical retail operations.
ApparelInternetProduct DesignRetail
Responsibilities
Handle customer inquiries via email and telephone, providing timely, accurate, and solution-focused support
Proactively communicate with customers, keeping them informed on inquiry progress to ensure resolution and satisfaction
Assist with returns, cancellations, refunds, exchanges, and product-related issues
Conduct carrier investigations for e-commerce orders by coordinating with shipping partners to resolve delivery issues
Work closely with Warehouse and Logistics teams to track and resolve order-related concerns
Oversee and support daily operational coordination between e-commerce and physical retail stores
Support retail store operations and assist with stock coordinations needed
Maintain and protect the brand’s reputation by consistently delivering an excellent customer experience
Contribute to improved internal processes and documentation
Support ad hoc requests and special projects as needed
Qualification
Required
Minimum 2 years of experience in Customer Service or a related Operations role
1+ year of Shopify experience
Strong critical-thinking skills with the ability to anticipate customer needs
High level of accuracy and attention to detail, with the ability to meet deadlines
Ability to work independently, manage multiple priorities, and thrive in a fast-paced environment
Excellent written and verbal communication skills with strong attention to detail and accuracy
Preferred
Basic understanding of Gorgias or similar customer support platforms is a plus
Basic Excel and database skills, including tracking, organizing, and reporting data
Background in, or strong passion for fashion is a plus
Company
The Frankie Shop
The Frankie Shop is an online platform that designs and sells apparel, shoes and accessories for women located in Stanton Street.
11-50 employees
Funding
Current Stage
Early StageRecent News
Company data provided by crunchbase