E-commerce and Customer Experience Manager

Recruiter
AREA
Location
New York City, New York (US)
Posted
10 Jan 2022
Closes
10 Feb 2022
Function
Ecommerce
Level
Manager
Contract Type
Permanent
Hours
Full Time

Job Summary:

The E-commerce and Customer Experience Manager represents the brand and is responsible for being a product knowledge expert, providing outstanding customer service, building individual sales volume, establishing and maintaining customer relationships, working effectively with other team members, and managing the product return and exchange logistics for Direct to Consumer channels, as well as assisting with logistics and operations as needed.
 

Responsibilities:

  • Ensure a seamless and excellent customer experience
  • Prompt resolution of customer service inquiries via chat, email, social media and phone
  • Communicate with customers in clear, concise and compassionate way, continually heightening customer experience across channels
  • Build relationships with high value customers
  • Organize and track customer service cases in Shopify and corresponding documents with high attention to detail
  • Track and organize inbound inquiries (across channels) to ensure efficient resolutions
  • Manage damages, returns and exchanges
  • Assist with annual inventory count and quality control
  • Provide the marketing group with information about how the customers are interacting with the brand across platforms
  • Actively seeks input from customers to measure satisfaction and ensure consistent adherence to service standards
  • Ensure merchandise is presented following corporate visual, marketing, and operational directives & standards
  • Identify and communicate customers’ requests and merchandise opportunities
  • Establishment of systemic procedures for effective management of shop supplies
  • Fill in and support selling and servicing process as primary priority
  • Liaise with Logistics, Accounting, Warehouse/Distribution for all operational escalations
  • Manage in-stock availability and suggest replenishments to inventory
  • Skilled at using multiple channels of technology to strengthen existing relationships and drive new client acquisition
  • Assist in preparation for sales markets by managing the input of sales materials, content, and pricing into digital systems

Experience:

  • Bachelors’ Degree or similar life experience
  • 3+ years’ experience of premium to luxury selling environment
  • Existing client base/ book a plus

Skills:

  • Ability to handle all service experiences in a positive and customer centric manner
  • Strong customer service and communication (verbal and writing) skills
  • Strong ability to master technology, experience with Shopify, Apparel Magic, Joor (or similar programs) preferred

Equal Employment Opportunity Statement
AREA Studio LLC is an Equal Employment Opportunity employer and provides equal opportunities to all employees and applicants without regard to an individual’s age, race, creed, color, religion, national origin, sex (including pregnancy) or sexual orientation, gender expression, military status, marital status, genetic predisposition or carrier status, disability or membership in any other protected class under applicable law

 

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