North America Customer Experience Associate
About The Position
Stüssy is seeking a full-time North America Customer Experience Associate. The Customer experience Associate will be responsible for providing service and support for Stüssy's customers via chat and email, resolving billing issues, technical problems, general questions, and handling escalations. Successful applicants will be able to field a large volume of email inbounds and Live Chats to ensure all customer communications are successfully managed. This role reports to Global Customer Experience Manager. Standard schedule is Monday-Friday, 7:30am-4:30pm PT; occasional flexibility may be required to support launch-week volume.
Requirements
- 4 years of relevant customer service experience (retail and/or e-commerce)
- Excellent customer service and interpersonal communication skills (written and verbal)
- Understanding of operating multiple ERP systems
- Proficiency in MS Office and Google Applications (Excel, Word, PowerPoint, Sheets, Slides, Docs)
- Ability to follow up on customer orders and with logistics departments in a timely manner
- Demonstrated ability to multitask and work in an evolving, fast-paced environment
- Knowledge of the Stüssy brand and ethos, as well as the wider fashion landscape
- Must be detail-oriented and strong as both a team player and individual contributor
- Reliable transportation for commute to and from the LA Arts District office
Nice To Haves
- Bilingual is a plus
Responsibilities
- Field customer email and chat inbounds
- Follow up with customers on an as-needed basis to provide timely solutions
- Focus on ensuring one-chat/email resolution to customer issues, to reduce repeat customer requests
- Provide an exceptional customer service experience
- Handle escalations and troubleshoot customer experience topics
- Demonstrate knowledge of shipping carriers (FedEx, DHL, DPD, Royal Mail, etc.)
- Maintain a professional attitude and behavior
- Periodically compile data for reporting on KPIs
- Utilize a live document to manage the relationship with our 3PL and Customer Experience Team
- Partner with internal departments (Operations, 3PL) to help streamline business flow
- Process back-end administrative functions such as inventory management, RA, and credit memos
- Partner with 3PL on troubleshooting issues (pick tickets, cancellations, address updates)
- Support other global regions (North America, EMEAS)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
