Description

About Rifle Paper Co.

Rifle Paper Co. is a growing lifestyle brand that creates moments of beauty in the real world through thoughtfully designed products. Founded in 2009 by married couple Anna and Nathan Bond, our team has expanded to more than 150 employees across our Florida and New York offices. Our stationery, home decor, and accessories can be found at riflepaperco.com, Anthropologie, Paper Source, and in thousands of locations all over the world.

About the Job

As a Customer Experience x Store Specialist, you will be integral in the daily operations of our store and customer experience teams. You will be responsible for creating and leading the brand experience, supporting the improvement of operational efficiency, leveraging customer feedback to identify and communicate cross-functional opportunities to improve the customer experience, and ensuring we consistently deliver above and beyond customer service. This role is great for someone with a customer first mindset who is excited to help shape and lead our holistic customer service experience, across both the store and customer experience teams, and drive results. This role reports into the Manager of Customer Experience and Store.

What You'll Do

• Ensure the Rifle Paper Co. customer service standards are upheld, consistent, and executed to our brand standards at all times
• Prioritize the day-to-day workflow of the store and customer experience teams, including task assignments, metrics tracking, and reporting, and ensuring that all customers experience timely, high-quality resolutions
• Ability to creatively drive sales through outstanding customer service
• Encompass the Rifle Paper Co. attributes and values, becoming an ambassador of the brand and its products
• Partner with the Warehousing and Quality Control departments to ensure the store is stocked with product to support the business and customer needs and manage storefront and web inventory where applicable
• Support personalized and framed art print orders from start to finish, communicating with customers and internal teams to ensure timely completion
• Contribute to team meetings by discussing previous weeks sales, customer experiences, product issues, and establish new steps and processes to take care of customers as needed
• Communicate and partner with various internal and external teams as it relates to providing a best in class customer experience
• Answer customer questions regarding products and assist in customer buying decisions
• Prioritize the day-to-day workflow of the store and customer experience teams, including task assignments, metrics tracking, and reporting, and ensuring that all customers experience timely, high-quality resolutions
• Maintain a neat and tidy store while executing merchandising standards
• Keep up to date with current sales and promotions, policies regarding payment and exchanges, and security practices
• Utilize Zendesk, SAP, Square, and Magento as they relate to the customer experience

Qualifications

What You Have

• Excitement about working for a brand that creates well-made, inspiring products that make everyday life more beautiful
• At least 2 years of experience in a customer experience related position
• Experience with Zendesk and SAP Business One a plus
• Experience working in a fast-paced, high-growth environment
• A love of and experience working for lifestyle, fashion, or consumer brands
• A knack for collaboration and creating strong relationships with both internal and external partners
• The ability to think creatively and be a thoughtful problem-solver