The Role:
The Customer Experience & E-Commerce 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 pre and post-purchase experience and will also 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. The role reports to the Customer Experience Manager.
Responsibilities:
Customer Communication
- Deliver superior, personalized service to address customer inquiries and follow-ups via phone calls, emails and SMS
- Maintain flow of omnichannel fulfillment orders
- Utilize in-depth knowledge of on-site collection to effectively communicate product features and provide styling advice to customers
- 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
- 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, and comfortability communicating with customers primarily via phone calls
- Must be comfortable managing a high volume of phone calls and emails on a daily basis
- 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
- Strong time management skills
- Must be able to work weekends and holidays
The hourly rate for this role is between $24.00 and $25.00. The relevant hourly rate will vary depending on wide range of factors that are considered in making compensation decisions, including but not limited to, skill sets, experience, training, degrees, and certifications. The hourly rate is just one component of our total compensation offerings, which consist of a comprehensive benefits package as well as a short-term incentive program, clothing allowance, and merchandise discounts.
Please apply to this role HERE.
