Ralph Lauren Guest Service Coordinator

Company Description

Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and hospitality. For more than 50 years, Ralph Lauren's reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. The Company's brand names, which include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, Chaps, among others, constitute one of the world's most widely recognized families of consumer brands. At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion, and fairness for all. We foster a culture of inclusion through: Talent, Education & Communication, Employee Groups and Celebration.

Position Overview

The Guest Services Coordinator will be responsible for hospitality services as it relates to in-store client experience to support the achievement of minimum monthly sales goals. They will own the client experience for all hospitality needs within the store, including the service of food and beverage services to clients as they shop with the selling teams and support the development of meaningful and profitable relationships with internal and external clients through the execution of hospitality needs provided in the Guest Kitchen. They will becomes an expert on service, in both personal and hospitality product presentation, following the brand guidelines and taking pride in ensuring the highest level of experience at all times.

Essential Duties & Responsibilities

• Actively participate in team initiatives, supporting across Hospitality functions when needed
• Develop meaningful and profitable relationships with internal and external clients over the phone
• Facilitates sales via phone calls or electronic communication when appropriate or connects the client to the appropriate sales professional to take over the sale
• Becomes an expert on product in store to relay product knowledge and availability to clients via phone or electronic communication
• Facilitates customers' shopping experience through various services (assisting as needed, transportation service, concierge, etc.)
• Support corporate and store-to-store product requests ensuring effective documentation and tracking
• Establish innovative practices to enhance behaviors that exceed the service and product request expectations of internal and external customers
• Assist with celebrity dressing and other marketing/PR requests
• Greet every client, provide exceptional customer service while assisting them in their individual shopping needs, i.e. offering a beverage, guiding to the appropriate department or sales professional, etc.
• Maintain a welcoming environment that generates customer traffic and builds loyalty by exceeding customer expectations.
• Prepare store for opening and closing, including: opening and closing cash wraps registers in accordance with Company guidelines and procedures; filling in merchandise and returning merchandise to the stock room; stocking cash wraps with gift boxes, bags, etc., and maintaining clean, presentable front and back of house areas. Fold and straighten merchandise.
• Provide support to the sales professionals in order to make sales transactions and shopping experiences run smoothly.
• Direct all phone calls and questions to appropriate areas of store.
• Coordinate efforts with Shipping and Receiving Department to follow up on customer sends/deliveries, transfers and new product receipt.
• Possess knowledge of Alterations procedures, pricing and current shop dates. Ensure product is delivered to/from Alterations shop in a timely manner.
• Assist in various promotional mailing projects and Marketing/PR events.
• Provide assistance on the floor at any given time to support other departments based on store needs. Ensure a clean, organized sales floor and fitting rooms.
  
  

Experience, Skills & Knowledge

• Well-developed written and verbal communication skills
• Excellent interpersonal skills with the ability to build and maintain strong working relationships
• Takes pride in personal presentation and attention to detail
• Strong organizational skills and ability to multi-task
• Ability to multi-task, work in a fast paced environment
• Self -starter/proactive mindset
• Relevant work experience preferred
• Computer skills preferred: Word, Excel, PowerPoint, and Outlook
• Ability to maneuver around the sales floor, stock/dressing room, cashwrap and office; work around/with chemicals, lift up to 30 lbs. and climb moderately utilizing a ladder as trained under RL Health & Safety guidelines
• Ability to operate the register, stand, move and walk for multiple hours