What are the responsibilities and job description for the Customer Experience Coordinator position at SIMONMILLER?
SIMONMILLER is seeking a passionate and detail-oriented Customer Experience Coordinator to join our growing Ecommerce team. This is a customer-facing role for someone who genuinely enjoys building relationships and delivering exceptional service. As a brand ambassador, you will ensure every interaction reflects the SIMONMILLER experience while providing thoughtful, personalized support to each customer. The ideal candidate is an excellent communicator who thrives in a fast-paced environment, is naturally empathetic, and is interested in luxury retail and ecommerce.
KEY RESPONSIBILITIES
• Deliver exceptional customer service via email, chat, text, and other customer support channels with warmth, professionalism, and ef
ficiency.• Respond to customer inquiries regarding orders, shipping, returns, exchanges, product information, store locations, and general brand questions.
• Resolve customer issues from start to finish, taking ownership of each interaction and ensuring timely follow-up.
• Process customer-related operational requests including order cancellations, returns, exchanges, refunds, replacements, and other order modifications.
• Investigate and resolve order exceptions by working cross-functionally with Operations, Retail, Fulfillment, and Ecommerce teams.
• Support retail stores with customer order inquiries and omnichannel requests, ensuring a seamless experience across all channels.
• Handle escalated customer concerns with empathy, professionalism, and a solutions-oriented approach.
• Maintain and update customer-facing resources, including FAQs and support documentation.
• Monitor customer feedback and recurring issues, sharing insights that help improve the overall customer experience.
• Support CX reporting, including response times, customer satisfaction, return reasons, and ticket trends.
• Contribute ideas to improve customer communications, internal documentation, and support processes.
• Assist the Customer Experience Supervisor with additional projects and initiatives as needed.
QUALIFICATIONS
• Bachelor's degree or 1 to 2 years of customer service, retail, or ecommerce experience.
• Excellent written and verbal communication skills.
• Strong attention to detail and organizational skills.
• Positive, customer-first attitude with a willingness to learn.
• Ability to multitask and prioritize in a fast-paced environment.
• Strong problem-solving skills and sound judgment.
• Comfortable learning new technology and working across multiple systems.
• Experience with Shopify, Gorgias, or similar platforms is a plus.
• Experience in fashion, luxury, or premium retail is a plus.
SIMONMILLER offers comprehensive benefits including hybrid work schedule, clothing allowance, office lunches, health insurance (medical, dental, vision), 401(k), and paid time off.