Mina Baie is a fast-growing fashion e-commerce brand that reaches all women in every stage of motherhood whose purpose is to empower, create confidence, and inspire self-expression. Mina Baie offers timeless everyday pieces that elevate every mama's wardrobe.
Based in the heart of Downtown Los Angeles in sunny SoCal, Mina Baie offers an upbeat work environment.
Job Description
As a Customer Service Specialist at Mina Baie, you'll be the friendly voice and helpful presence behind our premium brand, assisting customers with inquiries about our thoughtfully designed products. You'll provide personalized support through multiple channels, resolve issues with care and efficiency, and embody our commitment to exceptional service. The ideal candidate brings strong communication skills, patience, and genuine enthusiasm for creating positive experiences that leave customers valued and understood. Your ability to maintain composure during busy periods while delivering consistent, high-quality assistance will be essential to upholding the Mina Baie reputation for excellence.
Schedule: Monday - Friday, 9:00 AM - 5:00 PM
Core ResponsibilitiesCustomer Communication & Support
- Respond to all customer inquiries via email and chatbot using Gorgias customer service software
- Provide personalized assistance with product questions, order status, and general inquiries
- Maintain professional, empathetic communication that reflects the Mina Baie brand values
- Escalate complex cases to Customer Service Manager as needed
Order Management & Processing
- Manage customer orders including cancellations, address changes, order updates, and discount applications
- Work with Loop Returns platform to facilitate returns and exchanges efficiently
- Coordinate daily with warehouse team for updates on shipping delays, lost packages, unfulfilled orders, and order issues
- Process claims and tagging within Shopify to file shipping and product claims
- Create orders for various purposes including sample shipments and repaired item returns
Product Repair Coordination
- Receive and log bags sent in for repair, communicating receipt confirmation to customers
- Make local trips to shoe cobbler (1-2 times per week) for repair drop-off and pickup
- Coordinate with factories for hardware or accessory replacements needed for bag repairs
- Create shipping orders for repaired bags and handle packing/shipping back to customers
- Document and track all repair processes to ensure timely customer communication
Administrative & Operational Support
- Document product defects reported by customers for quality control purposes
- Communicate with production team regarding product questions, launch dates, and restock timelines
- Maintain organized records of customer interactions and repair tracking
- Support marketing and social media team with influencer order assistance (expedited shipping, address verification, etc.)
Strategic Customer Experience Initiatives
- Generate weekly and monthly reports on customer trends, common issues, repair volumes, and service metrics
- Identify and suggest process improvements to enhance customer experience and operational efficiency
- Implement proactive customer retention initiatives, including follow-up communications and satisfaction outreach
- Monitor customer feedback patterns and collaborate with management to address recurring concerns
Occasional Tasks
- Create sample orders for shipment to international factories (China and Turkey)
- Develop lists to manage defective inventory for donation or sample purposes
- Coordinate donation drop-offs with local women's shelters
- Assist with special projects as needed to support overall customer experience
Required Skills & Qualifications
- High school diploma or equivalent
- 1-2 years of customer service experience preferred
- Strong written and verbal communication skills
- Proficiency with customer service platforms (Gorgias experience a plus)
- Basic computer skills including email, Shopify, and Microsoft Office
- Ability to multitask and prioritize effectively in a fast-paced environment
- Excellent problem-solving abilities and attention to detail
- Physical ability to lift packages up to 25 lbs and make local trips for repairs
- Reliable transportation for cobbler visits
- Positive attitude and genuine enthusiasm for helping customers
Compensation & Benefits
- Competitive salary commensurate with experience
- Opportunity to make a significant impact on a growing brand
- Collaborative and innovative work environment in Downtown Los Angeles
- Additional benefits to be discussed during the interview process
