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Customer Experience Associate

Employer
RE/DONE
Location
Los Angeles, California
Closing date
4 Jun 2021

View more

Function
Customer Service
Level
Entry Level / Assistant
Contract Type
Permanent
Hours
Full Time

Job Details

The Customer Experience Associate role serves as the primary contact for external customers, and is responsible for making judgements and discretionary decisions that affect how a customer understands and perceives the operations of the company. They are primarily responsible for effectively communicating these decisions to the customer. The CX associate is also responsible for appropriately communicating customer requirements to the merchandising, the IT, and the product development teams, in accordance with company policies and procedures.

Responsibilities:

Manage incoming emails and chats from customers in Re:Amaze, our customer support platform.

Determine how best to triage issues and requests in coordination with various departments across the company, and communicate to both internal and external customers in a friendly, clear, professional, empathetic, and effective manner.

Resolve product or service issues by clarifying the customer's concerns, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.

Attend scheduled meetings and communicate the status of orders or any unique circumstances related to orders, including shipping delays, elevated returns, etc.

Serve as a back-up to other CX associates, and willing to cross train for other related skills.

Provide accurate and critical documentation to Product Development, IT, Operations, and other departments as appropriate.

Go the extra mile for customers

 

Education/Experience:

2+ years of experience in Shopify.

2+ years of experience with Re:Amaze, ZenDesk, or Kustomer.

1-3 years of experience in fashion retail or similar industry.

Strong attention to detail and quality.

Strong project management and coordination skills.

Ability to work independently and assume ownership of a project or issue.

Adept at handling multiple projects simultaneously.

Company

RE/DONE is a movement to restore individuality to the luxury fashion space, a movement to keep American heritage brands relevant, and a movement to create sustainable and mindful fashion.

Launched in July of 2014 by industry veterans, Sean Barron and Jamie Mazur, RE/DONE is the first luxury label that was born online. RE/DONE started with a simple idea of taking the old and making it new again. This concept is present in everything RE/DONE does from up-cycling vintage product to reimagining iconic American heritage brands and pieces for today’s fashion community.

RE/DONE’s original product is reconstructed vintage Levi’s. To wear RE/DONE | Levi’s is to wear an American icon. Each RE/DONE | Levi’s is one-of-a-kind, hand-made and sustainably produced.

RE/DONE next expanded its product offering with the RE/DONE | Hanes partnership. RE/DONE | Hanes tee shirts show the evolution of the style through fashion’s most influential decades. The fabric has been reverse engineered by the RE/DONE tee to create a new and authentic version of vintage Hanes fabric.

In 2016, RE/DONE took its extensive knowledge of vintage fashion and launched RE/DONE | Originals, a line of vintage inspired pieces including denim, tees, sweats and leather. RE/DONE will continue to bring up-cycled vintage and new product to the fashion community.

Iconic. Sustainable. Individual.

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