Customer Success Specialist Ecomm

Job summary

The Customer Success Specialist manages customer inquiries via phone, chat, and email to ensure seamless order processing and high satisfaction. They collaborate with internal teams to resolve issues and provide expert guidance on product fit, styling, and brand policies.

Job details

Joseph Ribkoff designs classic and contemporary garments for fashion-forward women with a youthful state of mind. Each one of our carefully tailored pieces offers the effortless fashion, fit, and quality that we’ve been synonymous with. Over the years, the brand has blossomed into a touchstone for timeless, youthful style. Driven by a passion that has never ceased to propel our company’s vision, Joseph Ribkoff has been an ally to women, dressing them with flair and perfect fit for over 65 years. From our quality and distinctly designed products to our unwavering commitment to retail partners, Joseph Ribkoff’s values resonate in everything we do and create. Today, his legacy lives on through the work of a devoted, talented team operating from the four corners of the world. Sold in over 60 international markets, Joseph Ribkoff is a global emblem of quality and elegance. Montreal Corporate Head Office, where most of their employees are based, offers career opportunities in Design, Operations, Sales, Marketing, Finance, IT and HR as well as in the Production and Warehousing facilities. Objective : The Ecommerce Customer Success Specialist supports Joseph Ribkoff’s customers by providing courteous, professional assistance via phone, chat, and email. Acting as a key touchpoint for English and French speaking customers, this role ensures seamless order management, resolves inquiries efficiently, and delivers a consistent, world-class customer experience. The objective is to maintain high operational efficiency in a fast-paced ecommerce environment while identifying opportunities to enhance customer satisfaction and foster long-term loyalty. Responsible for : Respond promptly to customer inquiries across phone, chat, and email in English and French Support customers with orders, returns, exchanges, shipping, payments, and product information Provide guidance on sizing, fit, styling, and product availability Resolve issues professionally while maintaining the Joseph Ribkoff brand tone Document interactions accurately and update customer accounts in the service platform Identify opportunities to improve customer experience or suggest additional products Escalate complex or sensitive issues to the appropriate internal teams Collaborate with marketing, operations, and logistics teams to ensure timely and accurate order fulfillment Maintain a thorough understanding of brand collections, promotions, and policies Required QualificationS: 2+ years of customer service experience, ideally in ecommerce, fashion, or retail Fluency in English and French (spoken and written) Experience supporting customers across phone, chat, and email Strong written communication skills with attention to tone and clarity Familiarity with customer service and ecommerce platforms (e.g., Gorgias & Shopify) Strong organizational skills and ability to manage multiple cases Customer-first mindset with an understanding of premium brand expectations. Interest in fashion and appreciation for quality, fit, and craftsmanship. Joseph Ribkoff is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.

What you’ll do

The Customer Success Specialist manages customer inquiries via phone, chat, and email to ensure seamless order processing and high satisfaction. They collaborate with internal teams to resolve issues and provide expert guidance on product fit, styling, and brand policies.

Requirements

Candidates must have at least 2 years of customer service experience, preferably within the ecommerce or fashion retail sectors. Fluency in both English and French is mandatory, along with proficiency in ecommerce platforms like Shopify and Gorgias.

Listed skills

• Customer service · Preferred
• Problem solving · Preferred
• Attention to detail · Preferred
• Communication · Preferred
• Data entry · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Ecommerce
• Bilingualism
• Order management
• Communication
• Gorgias
• Shopify
• Problem solving
• Fashion styling
• Data entry
• Relationship management
• Attention to detail
• Organizational skills
• Conflict resolution
• Customer Experience Improvement
• Order Management
• Operational Efficiency
• Customer Success Management
• Merchandise Returns
• Organizational Skills
• Bilingual (French/English)
• Merchandise Exchanges
• Customer Service
• Finance
• Sales
• Order Fulfillment Management
• Marketing
• Marketing Operations
• Operations
• Order Management Systems
• Collections
• Customer Inquiries

Job areas

• Customer Service & Support
• Retail
• Sales
• Logistics
• Customer Success Specialist
• Sales Support Specialist
• Commercial Sales Representatives
• Sales Representatives of Services, Except Advertising, Insurance, Financial Services, and Travel