Ecommerce Customer Service Advisor

Join our NYC team as an Ecommerce Customer Service Advisor. This role will provide excellent customer service to all US retail customers, both online and in general retail. They will also liaise with the U.K. Ecommerce, Customer Service Team, the distribution dept. and Warehouse to support the growth of the US business in all relevant areas.  

Paul Smith employees are currently working in a hybrid in-person/ remote work environment. Candidates should be in the local area and be able to report to our NYC offices.

Specific Responsibilities

• To manage the U.S. Customer Services inbox on a daily basis, prioritizing urgent emails, call and chats. Receiving and logging calls, emails and correspondence in a methodical and thorough manner using the customer service dedicated mailbox.
• To resolve all enquiries, queries and complaints in line with company policy or referral to other appropriate staff within the Company when required and to promptly respond to these within set deadlines.
• ​​​​​​​To escalate when necessary any issues / problems to the appropriate member of staff / manager.
• To liaise with couriers where necessary to ensure any enquiries regarding shipping are responded to within deadlines. Ensure basic knowledge of US customs requirements, and work with UK distribution dept and US management to provide any requested paperwork in order to clear customs / expedite delivery.
• To undertake online telesales and sales arising by requests from e-mail or correspondence and process them. To check availability of products and source them to fulfil orders and ensure they are processed and dispatched efficiently.
• Maximize sales where possible by maintaining full product knowledge and awareness of campaigns and press. Attend product training seminars provided by buying teams.
• Monitor credit card fraudulent activity; manage / dispute ecommerce credit card chargebacks with card providers.
• Correspondence with customers where necessary to confirm the authenticity of orders and to ask for documentation to confirm identities.
• Ensuring all customer returns are dealt with in a prompt and timely manner, that all returns are processed within deadlines. Liaise with couriers on free returns, ensure costs are correctly applied.
• To be responsible for the refunds through the Magento admin where required to customer's credit cards or carrying out exchanges if desired at the customer's request. To keep customers updated on the status of their order where necessary.
• To ensure that the returns and exchanges are being completed in Magento and PRIMA database and that the correct procedures have been adhered to according to the nature of the return.
• Manage weekly movement of returned and damaged stock, back to US third party warehouse, ensuring all relevant shipment files, and PRIMA stock movements are performed accurately and in a timely fashion. Provide monthly reporting on stock in / moved to warehouse.
• To liaise closely with the U.K. Ecom Team and perform any required tasks that are necessary to be undertaken as and when required.

Essential Experience and Skills Required:

• 1-2 years previous luxury online customer service experience 
• Computer savvy.
• Excellent verbal and written communication skills.
• Effective problem solving skills. 
• A self- starter who is comfortable working independently and able to multitask. 
• Able to accommodate occasional weekend work and long hours dependent on business needs

About You

• High level interest in the Paul Smith brand; Passion for style and fashion.
• Interested in current trends across culture- including fashion, art and design.
• Influential and confident with the ability to work with people at all levels.
• Ability to work well in a team environment and keep a positive demeanor under pressure.
• Displays initiative and is creative, flexible and adaptable.

In addition to the base compensation, this role attracts:

• A generous clothing allowance
• Discretionary discounts on Paul Smith goods
• Basic medical and dental insurance, disability, life insurance and a 401(k) plan
• Vacation, sick/personal days in accordance with Company Policy