Brand Protection & Customer Service Associate

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IMH Fragrance

Brand Protection & Customer Service Associate

Columbus, OH
Part Time
Paid
  • Responsibilities

    Job description

    JOB SUMMARY

    We are looking for a sharp, responsible, and proactive individual with strong digital skills to join our growing team as a Brand Protection & Customer Service Associate. This onsite role combines direct-to-consumer customer support with essential brand protection responsibilities and is ideal for someone seeking meaningful, flexible part-time work in a fast-paced and growing company.

    A background in customer service and strong digital fluency are essential. Full training will be provided for all brand protection tasks. We're looking for someone analytical, organized, detail-oriented, and eager to learn and contribute.

    Key Responsibilities Customer Support Operations, D2C (20%)

    • Deliver professional and empathetic assistance to end-users via digital channels, including email, chat, and contact forms (no phone support).
    • Efficiently manage the daily queue of inquiries to ensure every customer receives a thorough and timely resolution.
    • Address a diverse array of requests ranging from returns, exchanges, and refunds to shipping complications and product guidance.
    • Liaise with logistics, finance, marketing, and distribution teams to resolve complex shipping claims and supply chain issues.
    • Enhance the overall brand experience by tracking satisfaction metrics, analyzing trends, and developing proactive communication templates.

    Marketplace Integrity & Brand Protection (75%)

    • Actively monitor major e-commerce hubs like Amazon, Walmart, and eBay to detect unauthorized sellers and pricing policy breaches.
    • Execute enforcement actions by filing IP infringement reports and takedown requests via Brand Registry, VeRO, and Google tools.
    • Investigate suspicious marketplace patterns and analyze seller activity to build evidence-based cases for policy enforcement.
    • Validate seller compliance by cross-referencing external marketplace listings with internal sales records.
    • Engage with B2B partners regarding brand registration efforts and the enforcement of established pricing policies.

    Analytics & Knowledge Management (5%)

    • Generate comprehensive weekly reports summarizing support activity and the progress of brand protection initiatives.
    • Monitor key performance indicators (KPIs) to ensure alignment with broader departmental objectives.
    • Develop and maintain internal knowledge base assets, including SOPs, templates, and documentation of unique case insights.

    What We're Looking For

    • Proven background managing customer service within digital environments
    • Excellent command of written English for professional communication
    • High degree of reliability, autonomy, and meticulous attention to detail
    • Skilled at organizing and ranking multiple concurrent responsibilities
    • Confident in adapting to and navigating diverse digital platforms and tools
    • Strong problem-solving abilities paired with an analytical perspective
    • Team-oriented mindset with a drive to help a developing department succeed
    • Poised and capable when handling sensitive or challenging interactions with stakeholders and policy offenders

    Qualifications

    • Fluency in English (written and spoken)
    • Experience in customer support or e-commerce customer service required
    • Proficiency with Google Workspace and cloud-based tools
    • Familiarity with CRM or helpdesk systems is a plus
    • Experience with Amazon, eBay, Walmart, or other eCommerce platforms is a plus
    • Additional languages are a plus

    Job Details

    Pay: $25–26/hour

    Schedule: 20–25 hours per week

    Working Hours: Flexible within 9:00 AM–5:00 PM EST

    Reports to: Director of Special Projects

    Work Type: Onsite