E-Commerce Client Advisor

This role supports the company's digital engagement and commerce goals, through out E-Commerce customer care division. We are looking for an enthusiastic, organized self-starter who can think on their feet, exude positive energy, and openness to solving problems and contributing to ideation and innovation.

This person must embody the Creative Pragmatism ethos and help communicate this through their interactions with customers by phone, email, or chat. They must be able to service our customers based on Tibi standards and training, resolving issues associated with orders, returns, exchanges, inter-channel transfers, and style inquiries in an accurate and efficient manner. A high level of organization and meticulous customer follow-up is necessary in this role to serve the needs of Tibi's highly engaged clientele. They will serve as the client's E-Commerce stylist in the same way that our stylists service clients at a store level, thinking of ways to add to the lives of their clients via the brand and product. They will also have the ability to come to the table with ways to continue to improve and evolve our customer care outreach as the business continues to grow. 

Beyond these administrative efforts, our customer care division is also about engagement through an extension of our marketing efforts. For example, we rely on customer care to help with commerce and activity through our live-streaming efforts (e.g., Instagram Live) in an effort to drive customer acquisition and retention. A white glove experience is always the goal.

This role reports to the VP of E-Commerce.

Key Responsibilities:

• Customer Care inquiries
• Meticulous follow-up with clients on transactional and/or styling assistance
• Customer care marketing & engagement with clients
• Order processing & end of period reconciliations
• Returns & refund processing & reporting
• Exchange processing & reporting
• Store credit where necessary
• Tracking and troubleshooting chargebacks
• Lost packaging processing
• Fraud monitoring and processing
• Inter-channel inventory transfers