CAREERS

Coordinator, Customer Experience & E-commerce

Location

New York

Position Type

Full-time

The Role

Veronica Beard is an elevated American ready-to-wear brand that strikes the balance between cool and classic. The brand provides a modern perspective on iconic wardrobe pieces and delivers a lifestyle offering that has expanded to include jeans and shoes. Thoughtfully designed with feminine silhouettes and refined tailoring, the collection is intuitively built for real life – empowering her from day to night, work to weekend, and everywhere in between.
Veronica Beard is looking for a passionate digital expert to join our team at our head office in New York as Coordinator, Customer Experience & E-Commerce. The Coordinator will serve as the owner of customer communications across all e-commerce tools, building consumer relationships, creating brand advocacy and customer retention, along with helping to generate sales. The role will be responsible for ensuring an optimal post-purchase experience and will also a be a supporting resource for the day-to-day operations of VeronicaBeard.com. This role requires a high-energy, sociable individual with strong attention to detail, problem-solving and communication skills. The position will involve cross-functional collaboration with our operations, e-commerce, planning, retail, and production teams and report to the Senior Manager of Customer Experience.

Responsibilities

Customer Communication
Deliver superior, personalized service to address customer inquiries and follow-ups via email and phone calls
Utilize in-depth knowledge of on-site collection to effectively communicate product features and provide styling advice to customers
Lead proactive outreach and communication with top customers to strengthen personal relationships, encourage customer loyalty, maintain flow of omnichannel fulfillment orders, and increase sales
ID efficiencies within current customer service processes to deliver value to the customer
Post-Purchase Experience
Responsible for ensuring quality of post-purchase experience including enhancements to order tracking, return processes, and omnichannel fulfillment
Maintain existing orders (including shipping upgrades, order adjustments, shipping/billing information changes, delivery status updates, requests for tracking information and cancellations)
Follow-up with customers regarding order and return issues (i.e. declined credit card transaction, out of stock items, refund status)
Monitor scheduled shipment dates daily and working with the Production department & Warehouse to ensure timely delivery and expedite shipments as needed
CRM & Omnichannel Support
Assist in creation and execution of CRM experience/programs supporting Senior Manager of Customer Experience
Act as primary liaison with retail and operations teams on omni-channel clienteling and order fulfillment efforts
Support site operations related to new collection launches, markdowns and content updates, assisting with site updates and QA

Requirements

Bachelor’s degree
1-2 years of prior customer service experience, preferably at an e-commerce beauty or fashion retail business
Keen understanding of luxury client attributes, needs and expectations, using the right tone of voice, adapted to the channel and situation, with a caring attitude towards the client
Prior experience using inventory management systems, customer service platforms such as Zendesk or Kustomer, and familiarity with Shopify or another ecommerce platform preferred
Exceptional oral and written communication skills with the ability to convey information clearly and effectively
Strong listening skills and sociable, friendly with an engaging personality
Shows initiative, is extremely self-motivated, a problem-solver and excels in a fast-paced environment
Attention to detail, and organized with accurate data entry

How to Apply

Please email careers@veronicabeard.com with your resume, cover letter, and salary requirements and any other pertinent materials.
Please indicate the position you are applying for in the subject line.