Customer Service Representative

Customer Service Representative - Cloth & Paper

Company Overview:
Cloth & Paper is an online retailer of minimal and luxe stationery and planning supplies. Along with a successful e-commerce shop, Cloth & Paper curates multiple subscription boxes. We have grown a very passionate following over our 8 years in business, and currently have over 130,000 followers on social media. We were recently featured on ---------- , the Today Show and made the Inc. 5000 List for the second time, rated 717 overall. With a strong commitment to quality, style, and functionality, we continue to shape and lead the stationery and planning market.

As a customer service representative, you’ll be responsible for delivering top-tier support to our e-commerce and subscription box customers. Key tasks include responding to inquiries via email and chat, processing returns, and ensuring order accuracy. Prior experience with e-commerce brands or other customer service quality assurance analysis is a strong advantage. Working hours are 7:30 AM - 4:00 PM EST, Monday to Friday.

Key Responsibilities:
- Deliver exceptional customer service via email and online chat.
- Process returns promptly and accurately.
- Categorize and manage incoming orders.
- Conduct quality assurance checks to maintain high standards in customer interactions.

Qualifications:
- Proven experience in customer service, particularly with e-commerce brands
- Background in customer service quality assurance analysis is a strong plus.
- Experience with e-commerce platforms, such as Shopify, is preferred.
- Strong written communication skills with attention to detail.
- Ability to manage tasks efficiently in a fast-paced environment.
- Must be responsive on our work platform, Slack.
- Comfortable working overnight hours (7:30 AM - 4:00 PM EST).

To apply, please answer the following:
- How many years of customer service experience do you have?
- What is the highest level of education you have completed?
- What experience do you have with online retail or e-commerce?
- Why are you interested in this position?
- Do the listed working hours work for your schedule?
- Why do you want to leave your current job or why did you leave your last job?
- How would you respond to this email from a customer: "I ordered from you 10 days ago and I still haven't received my package. When can I expect to receive it?"

Note: This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. Please include the word "Luxury" in your subject to indicate you read the entire job post.