WHAT IS THE BRAND?

Mashburn is an Atlanta-based apparel and lifestyle brand launched in 2007 with a singular passion: taking care of people. The company designs, manufactures, and markets a nationally-recognized assortment of menswear (SID MASHBURN) and womenswear (ANN MASHBURN) alongside other high-quality, iconic brands. We want to be the world's go-to lifestyle shop - a place that embodies service and style, accessibility and luxury, and, for us, the very best of everything. Most excitingly, our story is still unfolding, and incredible growth opportunities lie ahead...

WHAT IS THE JOB?

As a Customer Experience Associate on our E-Commerce team, you'll engage our customers and provide exceptional service by efficiently and graciously meeting their needs and expectations and ensuring seamless internal operations to fulfill them. As the primary contact for online customers, you are their dedicated sales associate and a brand ambassador with direct impact on the department and company's success.

WHAT ARE THE RESPONSIBILITIES?

• Deliver above and beyond, memorable customer service in every customer interaction by responding promptly with empathy and clarity and leading the communication to resolution

• Quickly build a rapport and connection with customers demonstrating the brand values

• Develop deep knowledge of the products to best advise customers and maximize loyalty and sales

• Manage our customer service system to respond quickly to customer inquiries and follow-up regularly until the case is closed to build trust with customer

• Place online orders, investigate suspicious transactions, process refunds, and manage out of stock as needed

• Diligently follow our brand policies and standard operating procedures to ensure issues are resolved and communicated properly

• Partner with cross-functional teams to ensure a consistent brand experience, resolve issues in a timely and clear manner, and create new processes to streamline operations

• Think creatively about ways to solve problems, improve our service and processes and exceed each customer's expectations

• Evaluate and share customer insights with all areas of the business to improve the brand experience

WHAT ARE THE SKILLS?

• Previous retail sales and customer service experience preferred

• Driven, resourceful problem solver and team player, with a desire to collaborate effectively and a "no task is too small" attitude

• Excellent communication skills, both oral and written, and the ability to handle multiple tasks simultaneously

• Strong organization, outreach, and follow-up skills with ability to work in a dynamic environment

• Dedicated focus on accuracy and attention to detail

• Maintain a positive, gracious and patient attitude with each and every customer

• High flexibility and ability to adapt to different customers with a passion for taking care of them

• Reflect our core values of hard work, honesty, humility, hopefulness, helpfulness and honor

• Full of an entrepreneurial spirit and enthusiasm about growing with Mashburn

• Ability to work a flexible on-site schedule based on business needs including Saturdays