Online Experience Lead

About the role

The Ecommerce, Client Services Specialist provides exceptional customer care and resolution support within the standards and procedures of the James Perse online shop. This role partners and collaborates with the Distribution Center and other cross-functional team members to deliver an exceptional brand experience and highly personalized service through phone calls, emails, and live chat engagement.

Responsibilities

• Field inbound customer service calls to support global ecommerce business.
• Provide articulate, professional, and informed assistance to answer questions about online orders, products, and general matters concerning website usage.
• Review and effectively respond to incoming customer emails in a timely manner.
• Engage customers through Live Chat communication by providing informed product knowledge and style/seasonal recommendations.
• Drive sales by pro-active involvement in Exchange Order and Abandoned Cart outreach programs.
• Manage product and service issues by investigating the appropriate resolution and following up with customers to ensure proper, complete, and efficient resolution.
• Document, organize, and process customer exchange and returns paperwork.
• Partner on a daily basis with the Distribution Center team to ensure ecommerce order fulfillment remains efficient.
• Manage order processing flow and participate in fraud prevention efforts to release and cancel orders.
• Stay well-informed about online marketing emails and promotional activities.
• Identify opportunities and contribute ideas to store process improvement/refinement.
• Run departmental reporting as needed.
• Other duties as assigned.

Requirements

• High School Diploma or equivalent required; Associate’s or Bachelor’s degree in Merchandising, Communication, or closely related field or an equivalent combination of education and experience, desired.
• Minimum 1-2 years of Customer Service experience in fashion/apparel industry required; Ecommerce experience highly desired.

Skills

• MS Office (Outlook, Excel, and Word).
• High level of accuracy and detail-oriented.
• Shopify experience, highly desired.
• Excellent verbal and phone skills utilizing appropriate demeanor and respectful tone to communicate clearly and effectively (concisely).
• Written Communications.
• Informing, Priority Setting, Time Management.
• Functional/Technical Skills.
• Integrity and Trust, Listening.
• Dealing with Ambiguity, Comfort Around Higher Management.
• Ability to Multi-Task, Decision Quality, Interpersonal Savvy.
• Managerial Courage, Problem Solving & Process Management.

Benefits

• Health, dental, and vision insurance.
• Life insurance, short-term and long-term disability insurance.
• Flexible spending accounts.
• Employee assistance program.
• Paid vacation and paid sick time.
• Retirement savings plan with company match.
• Generous employee discount.

Pay

$28.00 per hour.