Job Board

Customer Support Specialist (E-Commerce / Direct To Consumer)

Leading label and distribution company Light In The Attic seeks to fill the role of Customer Support Specialist. This newly-created role reports to General Manager and will be responsible for providing first-class service to customers of lightintheattic.net. You will support Light In The Attic’s catalog of vinyl records, CDs, cassettes, and non-music merchandise, as well as that of our ever-expanding network of distributed labels including Sony Japan, Waxwork, MONDO, iam8bit, Tidal Waves Music, Ship To Shore, and more. This position will play an integral role in shaping the future of the business, working closely as a key member of our Operations Team to ensure accurate and proactive communication to customers, quick problem solving, timely responses, and implementation of customer retention strategies.

Responsibilities:

• Be the first point of contact for customers of lightintheattic.net, including phone, email, and social media support

• Ensure timely, constructive responses and offer proactive solutions to all customer inquiries

• Work directly with Operations Lead to maintain a CSX interactions dashboard and meet daily and weekly goals for response time and issue resolution

• Proactively identify issues with incoming releases (Light In The Attic and distributed titles), then work directly with customers to update and notify them of any changes to their order or ship date

• Communicate actively with Label / Vendor Relations and Operations Specialist to stay on top of updates on incoming product from distributed labels

• Actively monitor release schedule to ensure customers are properly notified of any delays or street date bumps

• Collaborate with Manager, Digital Marketing to devise and maintain a plan for supporting customers who reach out through social channels

• Periodically hold “office hours” as a live representative of LITA Customer Service

• Process returns, refunds, and discount codes as needed

• Perform other duties as required

Minimum Education and Skills:

1+ Years in a similar role on Shopify platform
Music industry or record store experience required
3PL, Warehouse, or supply chain experience preferred
College graduate or equivalent
Proficiency in Microsoft Office (e.g. Excel), Asana, ZenDesk, Slack, and G-Suite Applications
Basic knowledge of IMS and/or ERP systems
Must be excellent at communication, organization, and attention to detail
Ability to recognize tone of communication and respond accordingly
Great sense for prioritization - know when to escalate an issue
Passion for music and physical media
Outgoing personality with the ability to communicate effectively on email or phone
Must be highly motivated and be able to focus on many different projects in a fast-paced environment
Able to complete assigned projects on deadline
Ability to work in a full-remote capacity, meeting and exceeding deadlines and goals with minimal supervision
Ability to work in California, Washington, or Texas strongly preferred

To apply:

Please send your resume and cover letter to [email protected]

Reply To: [email protected]