Online Experience Lead

James Perse Los Angeles•Downey, CA

10d•Onsite

About The Position

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.

Requirements

Minimum 1-2 years of Customer Service experience in fashion/ apparel industry required.
Ecommerce experience highly desired.
MS Office (Outlook, Excel, and Word).
High level of accuracy and detail oriented.
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

Nice To Haves

Associates or Bachelors’ degree in Merchandising, Communication or closely related field or an equivalent combination of education and experience, desired.
Shopify experience, highly desired.

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.