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.

AMOREPACIFIC, US, INC is an equal opportunity and Affirmative Action employer. We actively seek to maintain a diverse workforce, andAMOREPACIFIC US, INC therefore recruits qualified applicants without regard to race, color, religion, gender, national origin, age, disability, orVietnam veteran status.