As an Ecommerce Customer Care Representative you are the first point of contact for our online customer. You are our brand ambassador, embodying our brand voice and providing customers with in-depth product knowledge to create an exceptional experience. If you love people, fashion, and are very organized, this is your dream job. We are looking for a candidate with excellent communication, relationship, and organizational skills along with experience in a similar role. This is a maternity leave contract with the opportunity to become a permanent position.

Work Location: In office with the possibility of hybrid/ remote option

Customer Service Responsibilities

• Embody our brand voice and personality, responding to customer inquiries on all communication platforms: live chat, email, social and phone in a timely manner.
• Supply customers with knowledgeable answers regarding product fit, care instructions and brand information.
• Handle special customer requests such as order cancellations, address updates, order entry etc.
• Processing return authorizations, refunds, or shopping credits.
• Think creatively when faced with challenges to maximize inventory and customer satisfaction.
• Provide customers with a personal experience; assist with finding the right size and style
• Work collaboratively with warehouse lead to ensure on-time shipping and delivery.
• Provide solutions to customers with challenging queries, such as lost packages.
• Provide management with customer insights, feedback, and suggestions to improve output and customer experience.
• Partner with Ecommerce Store Manager to create and facilitate new customer support initiatives and strategies to increase revenue and customer retention.

General Responsibilities

• Work with applicable partners to ensure inventory is available and on-time based on Product Launch Schedule.
• Provide warehouse with anticipated volume and postmortem recaps for high volume periods.
• Report on warehouse output timelines to ensure we are meeting company policies.
• Facilitate and coordinate inventory stock transfers with our wholesale and warehouse teams.
• Monitor repeat inventory, generate reports and update in Shopify when needed.

Qualifications

• Computer skills; proficiency in MS Office, Shopify and an ERP system
• Excellent analytical, written, organization and interpersonal skills.
• Clear communication, calm phone demeanor and willingness to speak to customers on the phone.
• Exemplary written correspondence skills.
• Enjoys working with customers in a patient and personable manner.
• At least 2 years’ experience of demonstrated success in a customer service role.
• Ability to multi-task and work to deadlines in a fast-moving and team-based environment.
• Proactive thinker and innovative problem solver who comfortable dealing with issues and making changes as needed.
• Experience in the Apparel industry is a benefit.

To Apply: Email your cover letter, resume and a link to your portfolio to genna@gentlefawn.com with the subject line "Ecommerce Customer Care Representative Application - YOURFIRSTANDLASTNAME"

Gentle Fawn is looking for a Female Fit model to join our team. This is a part time casual position, and the hours depend on the time of year. Hours must be FLEXIBLE and available during business hours 9:30am-5pm, Tuesday-Friday. Fit sessions usually last from 3-7 hours and approximately 1-3 days/week. This position requires you to provide feedback on fit, comfort and movement to assist our Designers and Product Developers in developing well-fitting styles that are appropriate for our customers.

Ideal Candidate

• Ability to stand for long periods of time while maintaining good posture
• Must be comfortable with fitting garments in front of a group of people.
• Commenting on fit of garment from a customer’s point of view of comfort
• Available for flexible working hours

Measurement of Requirements:

• Standard Size 4 (Small)
• Height- 5'6” - 5'8"
• Bust: 32C (34.5")
• Waist: 27.5"
• Low Hip: 37.5"
• Inseam: 31.5"

If you would like to apply for this position, please email: julia@gentlefawn.com Please provide the following in your email

1. A simple full-length photo (front, side, back view) in a tank top and leggings
2. Your exact measurements for each area listed above
3. Your availability from Tuesday - Friday