Customer Service Associate

Lake Forest CA
Full-Time Non-Exempt MondayFriday 8:00 AM 5:00 PM

The Customer Service Associate plays a vital role in delivering exceptional service and building lasting customer relationships. This position supports customers through phone and email inquiries order management repair coordination and claims processing. The ideal candidate is proactive detail-oriented and thrives in a fast-paced environment where multitasking and communication are essential.

This role works cross-functionally with operations repair technicians and internal teams to ensure a seamless customer experience from initial inquiry through resolution.

• Handle incoming customer inquiries via phone and email.
• Provide product recommendations and assist customers with order-related questions.
• Maintain professional responsive communication with customers and internal teams.
• Assist walk-in customers with repair intake and service requests as needed.
• Stay informed on product updates and online sales activity.

• Monitor Shopify and NetSuite systems for repair and replacement payments.
• Route approved repairs to technicians and maintain accurate internal logs.
• Receive and log inbound repair shipments and notify customers upon receipt.
• Communicate repair diagnoses costs and approvals clearly and efficiently.

• Create returns and process replacement orders.
• Process incoming returned packages and update systems accordingly.
• Prepare and ship replacement orders aligned with carrier schedules.
• Initiate and manage UPS claims for lost or damaged shipments.
• Resolve return-to-sender notifications and related shipping issues.

• Collaborate with operations and ancillary departments to resolve issues promptly.
• Maintain accurate documentation of customer interactions and case status.
• Support continuous improvement efforts by sharing customer feedback.
• Perform additional duties as needed to support business objectives.

• Minimum 2 years of experience in retail sales or customer service.
• Strong communication and interpersonal skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Strong organizational and time management skills.
• Self-motivated with a strong sense of accountability and initiative.
• Ability to work independently and as part of a collaborative team.
• Basic knowledge or interest in the tattoo or arts industry is a plus.
• Proficiency in computer systems and ability to learn ERP or e-commerce platforms.
• Ability to lift up to 50 lbs and perform physical tasks such as standing or bending.
• Reliable attendance and punctuality required.

• On-site role in Lake Forest CA.
• Collaborative team-based environment.
• Fast-paced customer-focused setting.