<p><strong>Job Summary</strong></p> <p>The Customer Service Specialist is responsible for supporting the day-to-day management of customer service operations across AMOREPACIFIC US brands. This role works closely with the Customer Service team, offshore customer service partners, Warehouse, and other cross-functional teams to ensure customer inquiries and escalations are resolved accurately and in a timely manner. The ideal candidate is highly organized, detail-oriented, and comfortable managing multiple priorities in a fast-paced environment. The Customer Service Specialist will develop a comprehensive understanding of the customer journey and customer service operations, while supporting ticket management, escalations, customer feedback, fulfillment-related issues, and customer service platforms. </p> <p> </p> <p><strong>Principal Accountabilities</strong></p> <p>• Support the day-to-day management of customer service operations across AMOREPACIFIC US brands.</p> <p>• Develop a comprehensive understanding of the customer journey, including order placement, fulfillment, shipping, returns, replacements, customer inquiries, and escalations.</p> <p>• Review and manage customer service tickets within Gorgias to become familiar with customer inquiries, escalations, and overall customer service operations.</p> <p>• Manage customer escalations submitted by the offshore Customer Service team and ensure issues are investigated and resolved in a timely manner.</p> <p>• Partner closely with the offshore Customer Service team to provide support, clarify processes, and ensure escalated customer issues are appropriately addressed.</p> <p>• Work closely with the Warehouse team to resolve fulfillment-related customer issues and ensure customer operations are running smoothly.</p> <p>• Coordinate and track customer order replacements with the Warehouse team, ensuring replacements are processed and shipped in a timely manner.</p> <p>• Monitor recurring customer issues, complaints, and operational trends and maintain accurate records to identify opportunities for improvement.</p> <p>• Review customer service tickets to ensure appropriate ticket fields, tags, and categorization are accurately applied within Gorgias.</p> <p>• Support the development and maintenance of customer service reports and tracking documents.</p> <p>• Manage customer reviews and questions within Yotpo, including monitoring, escalating, and responding to customer feedback.</p> <p>• Assist with processing TikTok Shop returns and ensure return-related customer issues are resolved in a timely manner.</p> <p>• Monitor and respond to customer messages received through TikTok Shop, providing accurate and timely support in accordance with established customer service guidelines.</p> <p>• Assist with the creation, maintenance, and optimization of Customer Service SOPs, workflows, macros, and internal resources.</p> <p>• Document recurring customer and operational issues and partner with relevant teams to identify root causes and potential solutions.</p> <p>• Review and dispute chargebacks for all AmorePacific Brands.</p> <p>• Assist with monthly vendor invoice submissions and ensure invoices are accurately reviewed and submitted in accordance with established processes. </p> <p> </p> <p><strong>Key Experience and Skills</strong></p> <p><span style="text-decoration: underline;"><em>Qualification and Experience</em></span></p> <p>• 2+ years of experience in customer service, customer operations, e-commerce, or a related field preferred.</p> <p>• Experience working with customer service platforms or helpdesk systems preferred.</p> <p>• Experience with Gorgias, Shopify, Yotpo, or similar customer service and e-commerce platforms preferred, but not required.</p> <p> </p> <p><span style="text-decoration: underline;"><em>Skill Sets</em></span></p> <p>• Proficiency in Microsoft Excel and Microsoft PowerPoint preferred.</p> <p>• Strong organizational skills and attention to detail with the ability to manage multiple tasks and priorities.</p> <p>• Excellent written and verbal communication skills.</p> <p>• Ability to analyze customer feedback and identify recurring trends or issues.</p> <p>• Experience with e-commerce, beauty, or consumer products preferred.</p> <p> </p> <p><em><span style="text-decoration: underline;">Personal Attributes</span></em></p> <p>▪ Strong interpersonal and collaboration skills with the ability to work effectively with internal teams, offshore partners, warehouse teams, and external vendors.</p> <p>▪ Strong sense of ownership and accountability with the ability to follow issues through to resolution.</p> <p>▪ Ability to learn new systems, processes, and technologies quickly.</p> <p>▪ Comfortable working in a fast-paced environment and adapting to changing business needs.</p> <p>▪ Ability to work flexible schedules, including occasional extended hours, weekends, and holidays based on operational needs and peak business periods.</p> <p> </p> <p><em>AMOREPACIFIC, US, INC is an equal opportunity and Affirmative Action employer. We actively seek to maintain a diverse workforce, andAMOREPACIFIC US, INC therefore recruits qualified applicants without regard to race, color, religion, gender, national origin, age, disability, orVietnam veteran status.</em></p><div class="co