Part-Time Ecommerce Customer Care Specialist
Location: Secaucus, NJ — In Office (remote work is not available for this role)
Schedule: Tuesday, Wednesday, and Thursday; 24 hours per week
Pay Rate: $25.00–$27.00 per hour
About Dana-co
Dana-co is a leading design and manufacturing company specializing in women’s intimate apparel. Our portfolio includes Natori Intimates, Skarlett Blue, Lunya, Oh La La Cheri and other respected brands. We are seeking a customer-focused, detail-oriented Ecommerce Customer Care Specialist to support our online customers and ecommerce operations.
Position Summary
The Part-Time Ecommerce Customer Care Specialist delivers exceptional service across our ecommerce platforms and websites. This position assists customers with product selection, sizing, orders, returns, exchanges, billing, and website-related questions while supporting order processing and fulfillment.
This is an in-office position requiring availability to work eight hours per day on Tuesday, Wednesday, and Thursday.
Key Responsibilities
- Respond to customer inquiries through email, live chat, Gorgias, and other service channels.
- Assist customers with product selection, sizing, fit, and personalized recommendations, including bras and underwear.
- Provide accurate information regarding products, promotions, shipping, returns, exchanges, and company policies.
- Resolve customer concerns promptly and professionally, following each issue through completion.
- Identify appropriate cross-selling and upselling opportunities while maintaining a customer-first approach.
- Monitor and process orders through Shopify, Amazon Seller Central, and other ecommerce platforms.
- Process orders through the company’s ERP system and ensure accuracy and timely fulfillment.
- Research and resolve delayed, held, incomplete, or incorrectly fulfilled orders.
- Process returns, exchanges, refunds, and special orders.
- Coordinate with warehouse and distribution teams regarding inventory, fulfillment, and shipping issues.
- Monitor ecommerce websites for pricing, product, content, navigation, and technical issues.
- Report website errors and customer-impacting issues and follow up through resolution.
- Help maintain accurate product information, promotions, sizing details, FAQs, and customer-facing policies.
- Support ecommerce projects, product and website audits, promotional initiatives, and other assigned projects.
Qualifications
- Bachelor’s degree preferred.
- Prior retail or ecommerce customer service experience.
- Working knowledge of Shopify required.
- Experience with Gorgias preferred.
- Experience with Amazon Seller Central, BlueCherry, or Loop Returns is a plus.
- Apparel, intimate apparel, fashion, or related industry experience is a plus.
- Understanding of ecommerce order fulfillment, returns, exchanges, and the customer journey.
- Proficiency with Microsoft Office and the ability to learn new systems quickly.
- Excellent verbal and written communication skills.
- Strong problem-solving, organization, and attention to detail.
- Ability to prioritize multiple responsibilities in a fast-paced environment.
- Professional, positive, adaptable, and solutions-oriented.
- Strong sense of ownership and commitment to resolving customer issues.
Dana-co is an equal opportunity employer. We consider qualified applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable law.
