Senior Customer Support Specialist - Retail Operations

About TVP NYC

TVP NYC was founded in 2012 by Jason Sochol and Omri Bokjo, recognizing the need for high-quality branded merchandise, eCommerce solutions, and fulfillment services. TVP has supported the launch of hundreds of successful merchandise programs, from celebrity foundations to major brands, handling everything from product design to logistics. Our strength lies in seamless execution—managing everything behind the scenes so our clients can focus on their brand and community.

About The Role

TVP NYC is looking for a Senior Customer Support Specialist – Retail Operations to provide exceptional support for our clients' customers across multiple eCommerce brands. This role is critical in ensuring a smooth post-purchase experience, resolving inquiries efficiently, and executing operational tasks within Shopify, our proprietary Warehouse Management System (WMS), and customer service platforms.

As part of a B2B2C (Business-to-Business-to-Consumer) service model, you will represent multiple brands, each with unique policies and customer expectations. This requires a strong ability to switch between different brand voices, policies, and workflows seamlessly.

Key Responsibilities

Customer Support & Brand Representation

• Provide professional and empathetic customer service via email and other communication channels on behalf of multiple retail brands.
• Understand and apply each brand's return policies, product details, and customer service guidelines to deliver accurate responses.
• Resolve inquiries regarding orders, returns, shipping, exchanges, and other post-purchase concerns.
• Maintain a consistent brand voice while tailoring responses to match different brand identities.
  
  

Operational & Technical Responsibilities

• Process customer service tasks directly in Shopify, WMS, and customer service platforms.
• Generate return shipping labels, issue refunds, and process manual orders when needed.
• Track and resolve fulfillment issues, including backorders and stock shortages, ensuring seamless communication between fulfillment teams and customers.
• Maintain records of customer interactions, resolutions, and inventory adjustments using Google Sheets, Excel, and internal databases.
• Identify trends in customer issues and work with internal teams to improve processes.
  
  

Collaboration & Continuous Improvement

• Work closely with fulfillment and operations teams to ensure smooth order processing and returns management.
• Assist in creating and maintaining customer service documentation for various brands.
• Suggest process improvements and efficiencies in handling customer inquiries and fulfillment challenges.
• Stay updated on new software tools and industry best practices to enhance customer service efficiency.
  
  

Qualifications & Experience

• 3+ years of experience in customer service, preferably in eCommerce, retail, or logistics.
• Strong writing and communication skills, with the ability to adapt tone and style to different brand voices.
• Experience managing Shopify stores, order management platforms, WMS, and customer service ticketing systems.
• Proficiency in Google Workspace (Docs, Sheets, Gmail) and Microsoft Office (Excel, Outlook).
• Excellent problem-solving skills with the ability to make quick, informed decisions.
• Strong attention to detail and ability to multitask across multiple brands and workflows.
• Experience handling operational tasks such as refunds, returns, and fulfillment issue resolution.
  
  

Personal Attributes

• Fast thinker with the ability to solve customer problems efficiently.
• Tech-savvy and adaptable, able to quickly learn and work within different software platforms.
• Empathetic and customer-focused, ensuring high-quality interactions with customers.
• Organized and detail-oriented, with strong time management skills.
• Team player who collaborates well with internal teams and external stakeholders.
  
  

Compensation & Benefits

• Competitive salary based on experience.
• Health insurance.
• Learning and professional development opportunities.
• A dynamic, collaborative work environment.