Job Overview

The Customer Service & Support Representative will play a key role in delivering a seamless, positive customer experience for all inquiries and online orders. This individual will provide top-notch support through customer communications (email, phone, social media), oversee daily order fulfillment processes, and manage inventory issues and returns/exchanges.

As a critical touchpoint for customers, the representative will ensure all responses align with the Dallas Mavericks’ voice and brand. The role also involves collaboration with internal and external teams—fulfillment centers, e-commerce staff, warehouse operations, and the merchandise department. This position reports to the Director of Merchandise and works closely with the e-commerce and web teams to enhance the customer journey on MavsShop.com.

Essential Job Function

Customer Service Excellence

1. Manage customer interactions via email, phone calls/voicemails, and social media channels (Facebook, Twitter, Instagram).

1. Provide courteous, solution-oriented responses to resolve concerns like order delays, returns, exchanges, inventory issues, and shipping problems.

1. Ensure all customer inquiries are responded to within 24 hours and provide regular updates as needed.

1. Operate customer service phone lines during designated hours, including periodic in-store inquiries.

1. Track and manage interactions through Shopify, internal logs, and shared documents.

Operational Support

1. Liaison between the fulfillment center and internal merchandise team to ensure efficient communication about order delays, inventory updates, and dropship programs.

1. Oversee order management tasks, including processing returns, issuing exchange requests for damaged items, and coordinating return labels.

1. Monitor and resolve inventory shortages, pending orders, and cancellations.

Fulfillment & Inventory Management

1. Communicate frequently with shipping carriers (UPS, USPS, FedEx, DHL) on missing packages and claims.

1. Manage dropship programs with vendor partners shipping items outside the fulfillment center.

1. Ensure the website customer experience is flawless, from product browsing to order confirmation.

Cross-Team Collaboration & Support

1. Work closely with teams operating arena stores, pop-up shops, and off-site fulfillment warehouses to resolve merchandise-related concerns.

1. Provide periodic support to the merchandise team, including assisting with photoshoots, reporting, buying tasks, and uploading items to Shopify.

1. Assist with special projects like collection launches, warehouse logistics, and game-day events.

Education and Experience

1. Experience

: 1-3 years of customer service, preferably in e-commerce, retail, or a related field.

1. Skills

: Strong written, verbal, and interpersonal communication skills, including excellent customer service “soft skills.”

1. Systems

: Proficiency in Microsoft Office Suite (Outlook, Word, Excel)

1. Competencies

:

+ Self-motivated, proactive, and detail-oriented.

+ Solutions-focused with the ability to problem-solve creatively.

+ Positive “can-do” attitude with strong team collaboration skills.

+ Flexibility to adapt to shifting priorities and schedules, including occasional game days, special events, and off-hours support.

Preferred Qualifications

1. Ability to operate a computer, bend, stoop, reach, lift, and carry up to 25 lbs.

1. Finger dexterity required for office equipment operations.

Job Type

Full-Time - Hourly

The Dallas Mavericks provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.