E-Commerce Customer Experience Associate

Company Overview

After nearly 15 years in the fashion corporate world, Pink Chicken Founder and CEO, Stacey Fraser, decided to take a break and focus on her young daughter and new baby girl while living in NYC and spending summer weekends at the beach. During nap times, she would sew garments made of a multitude of patterns from bright block prints to 60’s florals. The spirit of sunny beach days and her love for vintage textiles came together to create easy and stylish pieces for the beach or dinner, for herself and her daughters.

Today, Pink Chicken is more than a clothing company. We are a joyful flock of happy and creative souls who believe in spreading sunshine, creating original prints and patterns that are designed to last, giving back, sustainability and providing the best customer service to our loyal and growing community.

Position Summary

We are seeking a talented E-Commerce Customer Experience Associate to own and enhance on-site merchandising, site experiences, competitor research, our loyalty program, and customer service. This role is essential in ensuring a seamless and engaging customer journey, overseeing daily

Reporting to the Senior E-Commerce Manager, you will collaborate across teams to enhance site functionality, analyze market trends, and refine our loyalty initiatives. This is an exciting opportunity to shape the online customer experience of a growing brand and make a meaningful impact on how we engage with our shoppers.

If you're passionate about elevating digital experiences, improving customer interactions, and driving brand loyalty, we’d love to hear from you!

Responsibilities:

Ecommerce / Site Management

• Own new product launches including: product details, images, copy, merchandising, previewing, and setting the products to go live. Recap launches for the company, highlighting wins and opportunities.
• Key contact for our drop ship businesses ensuring information including (template uploads, images and pricing is accurate on site. Host regular business check ins, understanding marketing cadence and opportunities for us to highlight brand visibility.
• Support the Marketing team as needed on photo shoots.
• Re-size/crop any images for on site (homepages, PDP’s etc.)
• Lead on site merchandising of collections, updating based on seasonality, marketing, inventory, etc.
• Regular site audit – Removing and adding categories, cleaning up product pages, images, copy, flags, and pricing are all correct
• Support Ecom Manager with ad hoc projects such as collection filters, navigation updates, new site implementations

Customer Experience

• Customer face of the brand: own customer service daily tasks (answering emails, phone calls, Instagram messages and chat). Manage the relationship with our customer service platform.
• Ensure order fulfillment and follow up where needed: manage customer returns, work with Operations Manager to ensure orders are flowing and shipping on time / to our standards.
• Competitor research - Staying on top of market trends, onsite features, and customer experience opportunities such as gifting, personalization, etc.
• Own “PC Perks”, our customer loyalty program - research and create an omni channel experience, execute ideas on site as well as track performance; point of contact for the program platform.

Qualifications:

• 2-3 years of ecommerce/customer service experience
• Strong verbal and written communication skills
• Proficiency in e-commerce platforms such as Shopify
• Experience with photo editing tools, such as Photoshop
• Knowledge of customer service platform Gorgias is a plus
• Ability to multitask, problem-solve, and remain calm under pressure
• Strong attention to detail and organizational skills
• Passion for delivering excellent customer service
• Team player with a proactive approach to challenges

Compensation:

At Pink Chicken, we are committed to providing competitive pay and benefits. Compensation packages are based on a wide array of factors unique to each candidate including but not limited to skill set, years & depth of experience, and specific office location.

The annual total cash compensation range is $67,000. However, actual pay can vary based on a candidate’s qualifications, skills and competencies, as well as location.

Equal Employment Opportunity Statement

Pink Chicken is an Equal Employment Opportunity employer and provides equal opportunities to all employees and applicants without regard to an individual's age, race, creed, color, religion, national origin, sex (including pregnancy) or sexual orientation, gender expression, military status, marital status, genetic predisposition or carrier status, disability or membership in any other protected class under applicable law.

Disability Accommodation

We are committed to providing reasonable accommodations to applicants and employees with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job.