WHAT WE HAVE TO OFFER:

The Client Experience Associate will partner with the CX Manager, warehouse logistics team, and retail to offer the best-in-class experience to our clients. This role will be cross functional with retail, after-care, and the CRM team.

YOUR RESPONSIBILTIES:

• Deliver superior, personalized service to address client inquiries via all available channels
• Achieve SLAs for customer-related contacts and troubleshoot customer facing issues in a timely manner
• Provide qualitative and quantitative feedback to internal teams
• Foster customer relationships and deliver a positive experience across all omni-channel activities
• Proactively clientele utilizing in-depth product and process knowledge to deliver an exceptional customer service experience
• Manage sales orders on a daily basis; partner with the fulfilment warehouse and carrier services on processing, shipping, returns, and cancellations
• manage fraud management investigations and analytics
• Work cross functionally with the retail and after-care teams
• Identify reoccurring customer service patterns to develop a more efficient process
• Assist with manual order processing as needed during peak seasons and for vacation coverage to meet shipping cutoff deadlines
• Post purchase: assist with return processes, and omnichannel fulfilments

PROFILE:

We would like to speak to professionals that are eligible to work in the United States and possess a Bachelor’s Degree (or equivalent experience) with at least two years of experience in a fast-paced luxury retail, clienteling, or ecommerce environment with knowledge of customer service.

Furthermore, we seek:

• Comprehensive understanding of luxury clientele and language
• Ability to work Saturdays
• 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 through spoken and written communication, 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 Salesforce (commerce and service cloud)
• Proficient in Microsoft Office Suite

LOCATIONS:

This role can be performed in two locations:

1.) Torrance, CA

2.) New York City