Customer Experience & E-Commerce Coordinator


Position Type

Location: New York City

Role 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.

The Coordinator, Customer Experience & E-Commerce 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 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 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 is based in our NY office and reports to the Customer Experience Manager.


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
  • 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 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.