Supports direct-to-consumer customer service by managing phone and electronic inquiries, resolving orders, processing adjustments, cancellations, returns, credits, and refunds, and coordinating with internal departments. The role also assists Accounts Receivable with credit holds and Order Management with fulfillment while handling high inquiry volumes and maintaining customer relationships.
TravisMathew is a premium apparel brand that exists because we seized an opportunity—and we’re inviting you to take yours. Back in 2007, we saw there weren’t many companies whose clothing bridged the gap between performance and lifestyle, so we created our own. Inspired by the sun, surf, and sand of Southern California, we became a leading innovator in lifestyle performance apparel by making clothes for real life—plus working with premium wholesalers, building a leading e-commerce business, and opening retail stores around the world. We invite you to join team TravisMathew.
The Client Services Representative (CSR) is responsible for supporting direct-to-consumer (DTC) business through enhanced operational service.ROLES AND RESPONSIBILITIES
- Manage daily service-related communications, via phone and electronically
- Respond promptly to and resolve customer inquiries
- Serve as a liaison for all inbound inquires that require support and assistance from alternate departments
- Process inbound requests, including but not limited to order adjustments, cancellations, returns, credits / refunds
- Support Accounts Receivable in resolving order credit holds
- Support Order Management to ensure on-time order fulfillment
- Perform other service-related duties as needed
TECHNICAL COMPETENCIES (Knowledge, Skills & Abilities)
- Proficient in Microsoft Applications (i.e., Excel, PowerPoint, Word)
- Proficient in ERP systems, SAP preferred
- Proficient in eCommerce platforms, SAP preferred
- Experience with online clientele / chat service
- Strong written and verbal communication skills
- Strong organizational and time management abilities
- Ability to work effectively and collaboratively with cross-functional teams and stakeholders
- Ability to foster account relationships
- Ability to multi-task and manage a large inquiry / order volume
EDUCATION AND EXPERIENCE
- Bachelor’s Degree, preferred
- Minimum 1 year industry experience in a customer service capacity
If your experience is close to what we're looking for, please consider applying! Experience comes in many forms – skills are transferable, and passion goes a long way. We know that diversity makes for the best problem-solving and creative thinking, which is why we're dedicated to adding new perspectives to the team and encourage everyone to apply.
TravisMathew is an Equal Employment Opportunity
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