Freeman+Leonard

Customer Service Representative

Freeman+Leonard, MI, United States

1 day ago Be among the first 25 applicants

We are seeking a highly motivated and detail-oriented Customer Service Representative to support our client’s growing DTC business. 2+ years of experience in e-commerce customer service or similar required. Must be able to work onsite in Monroe, MI.

This role focuses on managing and responding to customer questions and reviews via platforms like Bazaarvoice and major retail portals (e.g., Amazon, Walmart, Target, etc.). You will act as the frontline of our Voice of Customer program, analyzing feedback, escalating concerns, and supporting continuous improvement.

Key Responsibilities:

Monitor and respond to customer questions, reviews, and ratings across retail partner platforms in a timely and professional manner.
Escalate product issues, safety concerns, or reputational risks as appropriate.
Voice of Customer (VoC) Insights
Aggregate, analyze, and report on customer feedback to identify trends, pain points, and opportunities for product or service improvements.
Collaborate with cross-functional teams (Product, Marketing, Quality, etc.) to close the feedback loop.
Retail Portal Management
Assist in resolving customer questions and issues submitted through retail portals.
Track and report on review response metrics and customer satisfaction KPIs.
Customer Support
Respond to inquiries via phone, email, chat, or ticketing systems with a focus on empathy and efficiency.
Support returns, refunds, and product troubleshooting, ensuring a positive experience.
Maintain thorough knowledge of company products and policies.

Preferred:

2+ years of experience in e-commerce customer service or similar.
Experience with Bazaarvoice, Amazon Seller Central, Walmart Seller Center, or similar retail platforms.
Familiarity with VoC programs and customer sentiment analysis tools is a plus.
Excellent written and verbal communication skills.
Strong organizational skills and attention to detail.
Proficiency with CRM systems (e.g., Zendesk, Salesforce) and Excel
Customer-first mindset and problem-solving attitude.

Seniority level

Seniority level
Associate

Employment type

Employment type
Full-time

Job function

Job function
Customer Service
Industries
Retail

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