WHAT WE HAVE TO OFFER:

The Customer Experience Associate will work as a side-by-side partner with the CX Associate Manager, warehouse logistics team, retail, and to offer the best-in-class experience to our clients. This role will be cross functional with retail, after-care, and the CRM team. Must be Bilingual - Spanish/English.

YOUR RESPONSIBILTIES:

• Deliver superior, personalized service to address client inquiries via our existing channels: phone and email.
• Communicate with clients on issues and proactively clientele utilizing in-depth product and process knowledge to deliver an exceptional customer service experience
• Manage Receive and review sales orders on daily basis; partner with fulfilment warehouse for processing shipping, returns, and cancellations
• Fraud Management investigation and analytics
• Work cross functionally with the retail and after-care team
• Identify reoccurring customer service patterns to develop a more efficient process
• Assist with manual order processing as needed during peak durations and for vacation coverage to meet shipping cutoff deadlines
• Post purchase: assist with return processes, and omnichannel fulfillment

We would like to speak to professionals who possess a Bachelor’s Degree with at least two years’ experience in a fast-paced retail or ecommerce environment with knowledge of customer service.

Furthermore, we seek:

• Comprehensive understanding of luxury clientele and language
• Bilingual – English/Spanish preferred
• Warehouse/Ecommerce back end systems knowledge a plus
• Be able to follow instructions and adhere to policies and procedures
• Experience in a related customer service or call center role a plus i.e. in a role that requires resolving issues, diffusing tense situations, and solving complex issues
• Comfortable making direct contact with customers, ability to follow up directly, etc.
• Ability to independently resolve complex and/or escalated situations.
• Ability to navigate multiple computer applications and work from a dual monitor.
• Demonstrate the ability to work under pressure and diplomatically address and control challenging situations
• Strong communication, verbal and analytical skills
• Strong sense of teamwork, ability to multi-task, and manage priorities with ease
• Ability to take initiative, ownership and accountability
• Pro-active, self-starter
• Preferred experience In sales force commerce cloud and CyberSource knowledge.
• Proficient in Microsoft Office Suite

Welcome to RIMOWA, the first German Maison of the LVMH Group. We are a global lifestyle brand with a mission to create the essential tools for a lifetime of travel. For more than 120 years, we’ve dedicated ourselves to develop unique products where function coexists with luxury, heritage with innovation, and craftsmanship with design.

At RIMOWA we believe that great ambitions demand resilient companions. It’s why our tools are created with longevity in mind. Because the most meaningful journeys last more than a trip, they last a lifetime.

Please join us to discover your own.