Customer Service Rep

Position Overview:
We are looking for a dedicated and detail-oriented Customer Service Specialist to join our team. At Madi Lane Bridal Group, we have set ourselves apart in the bridal industry by taking pride in doing the right thing — always prioritizing the needs of our retailers and their brides. In this role, you will provide exceptional support to our retail partners, ensuring their needs are met with integrity, care, and a focus on building lasting relationships. The ideal candidate will assist with inquiries, orders, and payments, while ensuring a seamless and positive experience. A specialty in handling payments and collections is a plus. If you have a strong passion for helping others and thrive in a fast-paced environment, we would love to hear from you.

Key Responsibilities:

• Retailer Support:
  • Act as the main point of contact for retail partners, providing assistance with product inquiries, order status updates, and any other service-related questions.
  • Resolve issues or concerns raised by retailers regarding product availability, order fulfillment, delivery timelines, and any other related matters.
  • Ensure a high level of satisfaction by providing timely and accurate responses to retailer inquiries.
• Order Processing & Coordination:
  • Manage and process retailer orders from start to finish, ensuring all details are accurately captured and communicated.
  • Work closely with the production and logistics teams to ensure orders are processed and shipped in a timely manner.
  • Track order progress and provide updates to retailers as needed.
• Payment Processing & Collections:
  • Process payments for retailer orders, including deposits, final balances, and any additional charges.
  • Handle collections in a professional manner, working with retailers to ensure timely payments while maintaining positive relationships.
  • Monitor accounts and follow up on overdue payments, coordinating with the finance team as needed to ensure outstanding balances are addressed.
• Multitasking & Efficiency:
  • Effectively handle multiple tasks simultaneously, prioritizing urgent matters while ensuring that all aspects of customer service and order management are addressed efficiently.
  • Maintain detailed records on retailer accounts, ensuring key interactions and updates are properly documented for consistency and follow-up.
  • Support the team with any other tasks needed to ensure smooth day-to-day operations.

Qualifications:

• Experience:
  • 2 years of customer service experience, preferably in a bridal shop or similar retail environment, with a focus on working with retailers.
  • Experience with payment processing, collections, and managing financial transactions is highly desirable.
• Skills:
  • Strong communication skills with the ability to interact professionally with retail partners, build and maintain positive relationships, and effectively handle de-escalation situations to resolve concerns and ensure customer satisfaction both over the phone and through email. Passionate about supporting our retailers in making dreams come true for their brides.
  • Ability to multitask effectively in a fast-paced environment, managing multiple priorities and maintaining attention to detail.
  • Excellent organizational skills and proficiency with customer service platforms, payment processing tools, and a strong knowledge of product offerings and company policies.
  • Ability to prioritize tasks and manage multiple responsibilities simultaneously.
• Personal Attributes:
  • Professional, customer-focused, and solution-oriented.
  • Strong problem-solving abilities with a keen eye for detail.
  • Team player with a positive attitude and a willingness to collaborate with others.

Why Join Us:

• Be part of a dynamic team focused on supporting retailers in the bridal industry.
• Competitive compensation and benefits package.
• Opportunities for growth and advancement in the bridal and fashion industry.

If you have a passion for the bridal industry, experience working with retail partners, and a knack for handling payments and collections, we would love to hear from you! Apply today to join our team and help retailers deliver exceptional experiences to their customers.

Job Type: Full-time, Exempt

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
  
• Health insurance
• On-the-job training
• Paid time off
• Maternity leave
• Vision insurance

Shift:

• Day shift 9am - 5pm

Work Location: In person