Brand Protection & Customer Service Associate

IMH FragranceColumbus, OH

$25 - $26 / hour

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Overview

Schedule

Part-time

Education

Google (Analytics, Adwords, etc.)

Career level

Senior-level

Remote

On-site

Compensation

$25-$26/hour

Benefits

Flexible/Unlimited PTO

Career Development

Job Description

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 ResponsibilitiesCustomer 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

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FAQs About Brand Protection & Customer Service Associate Jobs at IMH Fragrance

What is the work location for this position at IMH Fragrance?

This job at IMH Fragrance is located in Columbus, OH, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at IMH Fragrance?

Candidates can expect a pay range of $25–$26 per hour for this role.

What employment applies to this position at IMH Fragrance?

IMH Fragrance lists this role as a Part-time position.

What experience level is required for this role at IMH Fragrance?

IMH Fragrance is looking for a candidate with "Senior-level" experience level.

What education level is required for this job?

The education requirement for this position is Google (Analytics, Adwords, etc.). Candidates with relevant qualifications or equivalent experience may also be considered.

What benefits are offered by IMH Fragrance for this role?

IMH Fragrance offers following benefits: Flexible/Unlimited PTO and Career Development for this position. Actual benefits may vary depending on the employer's policies and employment terms.

What is the process to apply for this position at IMH Fragrance?

You can apply for this role at IMH Fragrance either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.