Since our inception in 1984, Mac Duggal has risen to become an illustrious name in the realm of women's fashion and evening wear, consistently adored by both discerning clientele and celebrity stylists alike. Our headquarters, situated just outside of Chicago, serve as the hub for thousands of Mac's meticulously crafted, one-of-a-kind luxury designs.

As we approach four decades of unparalleled success, our brand continues to thrive, and as a result, our teams are expanding. We are seeking a positive self-starter to join our team as a Customer Service Specialist to provide exceptional customer service to our online customers.

Serving as the primary point of contact for e-commerce customers, you will be responsible for assisting shoppers on all offered service channels including but not limited to email, live chat, and phone. Common customer inquiries include questions/issues regarding product availability, garment sizing/fit, orders, shipping/delivery, payment, refunds, returns/exchanges, etc.

This is a Full-time, Monday - Friday, in-office position based in Willowbrook, Illinois.

Key Responsibilities:

• Respond to, answer, and resolve all customer comments, inquiries, and concerns via email, chat, and phone
• Assist customers with orders, shipping/delivery, returns, website questions, product selection (sizing, fit, etc.), and other inbound inquiries. Provide customers with product recommendations, identifying cross-sell/up-sell opportunities when appropriate.
• Oversee the end-to-end online ordering and RMA process for the e-commerce channel
• Review/approve customer return requests; Process refunds/exchanges using Shopify and company ERP system
• Work closely with fulfillment team on inventory and order-related issues, including quality control and quality assurance tasks
• Keep up-to-date on industry trends and identify ways to improve the customer experience
• Document customer feedback to share with internal stakeholders
• Ensure website content is up-to-date, accurate, share feedback as needed
• Assist e-commerce and warehouse teams with other related initiatives and activities as requested

Skills & Competencies:

• Exceptional written and verbal communication skills; Able to communicate clearly, professionally, and with empathy
• Ability to build rapport and form trusting relationships with customers and coworkers; exhibits a high degree of emotional intelligence
• Customer-oriented and solution-focused
• Possesses sound judgment with keen critical-thinking and decision-making skills
• Ability to multi-task and navigate ambiguous situations in a fast-paced environment
• Positive attitude, motivated, self-starter with a bias for action
• Quick learner and able to adapt to new technologies and processes
• Solid understanding of business operations and processes; Ability to understand and apply a broad knowledge of policies and procedures
• Ability to be flexible and to work outside of normal business hours if necessary

Education & Experience:

• High school diploma or equivalent
• Minimum of 2 years experience in a customer support role
• At least 1 year experience working in an e-commerce/contact center environment
• Experience in women's apparel and/or retail sales is beneficial, but not essential
• Bilingual/multilingual preferred but not required

At Mac Duggal, we believe in the art of diversity and the beauty of inclusion, celebrating the unique talents and perspectives of every individual. We offer equal employment opportunities to all, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic under the law. In our atelier, each distinct thread intertwines to craft the extraordinary. If you possess a passion for fashion, luxury, and the vibrant tapestry of human talent, we warmly invite you to apply and become a part of our enduring legacy. We eagerly await the opportunity to witness your brilliance!

Job Type: Full-time

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Experience level:

• 1 year
• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Work Location: In person