Steuben Clientele Specialist

Corning Museum of Glass•Corning, NY

6h•Onsite

About The Position

Supports the Steuben business by providing exceptional customer service via phone and email. Develops long-term customer relationships by understanding key customers’ needs and buying patterns. Develops and maintains a deep historical understanding of the Steuben brand as well as present-day product offering. Answers inquiries and provides order entry support, including orders with personalization requests. Acquires new business through direct outreach to prior and prospective customers. Assists with other business needs including packing of ware, mailing list updates, customer follow-up and other general business support.

Requirements

0 – 2 years of experience in providing excellent customer service.
Previous use of Point of Sale system required.
Excellent knowledge of Microsoft Office Suite, MS Teams and SharePoint.
Respects and exemplifies the mission, vision, and values of The Corning Museum of Glass in all interactions with colleagues, staff, volunteers and the public.
Represents the Museum in a professional manner.
Adheres to all prescribed organizational and departmental policies and procedures.
Strong interpersonal skills; works effectively and professionally with people at all levels, including external stakeholders.
Works with people from a variety of cultures; maintains an appropriate voice for diverse audiences.
Excellent written and verbal communication skills; excellent listening skills.
Analytical skills; draws meaningful conclusions and recommendations based on qualitative and quantitative data.
Highly accurate, detail-oriented and organized; focuses on follow-up.
Successfully handles multiple projects and tasks; resourceful mindset and flexible.
Handles high stress situations in a calm manner.
Professionally handles confidential material and associated issues; maintains confidentiality.
Works independently and as part of a team; strong collaboration skills.
Works with minimal supervision while consistently communicating status.

Nice To Haves

Bachelor’s degree desired.
Appreciation of art and knowledge of luxury brands desired.

Responsibilities

Identifies inactive customers and reactivates them utilizing various contact methods and promotional strategies.
Pursues new customer opportunities through timely follow up on sales leads.
Provides specialty customer service for Steuben phone and email orders, including orders with personalization.
Responds to Steuben-related customer inquiries received via e-mail, phone and website.
Meets occasionally in person with high-value customers.
Resolves problems or complaints in a timely manner; verifies sales and receipt of item(s) as applicable.
Is versed in the historical information regarding the Steuben Brand.
Maintains detailed records of customer interactions and transactions.
Provides follow up support to customers via thank you letters.
Proactively contacts customers for repeat orders.
Serves as secondary point of contact for wholesale accounts with an emphasis on support and order fulfillment.
Assists with and reviews the addition and removal of items and content on the website.
Processes payments in Drupal as needed.
Assists with the packing of Steuben ware on an as-needed basis.
Maintains appropriate level of glass and base items for personalization orders and provides accurate counts for year-end inventory.
Works with shipping coordinator(s) to facilitate customer returns in a timely manner.
Actively and intentionally supports CMOG’s commitment to diversity, equity, accessibility, and inclusion.
Serves on Matrix Teams as appropriate.