Client Care Specialist

1 month ago

New York, United States FOUNDRAE FINE JEWELRY Full time

WHO WE ARE:

The FoundRae Collection is more than jewelry. The pieces are modern heirlooms, ones that allow the wearer to express something of themself to the world. The Foundrae collection is intended to become part of the wearer, a second skin, to be an expression of identity and of personal values.

The collection is founded on a lexicon of archetypal, mythological and classical symbols with the intention of inspiring the wearer to take the wisdom passed down through generations and apply that to one’s own life. FoundRae is a reminder, one we wear against our hearts or on our hands, of our capacity for change and growth. When you wear one of these pieces, you are announcing to yourself and to the world that everything you want and everything you want to be is already inside you - all you have to do is claim it.


WHO WE ARE LOOKING FOR: Client Care Specialist


POSITION SCOPE: The Client Care Specialist is responsible for supporting the Direct to Consumer sales team by providing elevated customer service through all sales channels in a timely and skilled manner, while maintaining the standards and ethos of the FoundRae brand. The position will support client facing selling and service activities as well as process back of house operational processes.


RESPONSIBILITIES:

Sales

  • Ensure client satisfaction and create an elevated digital sales and client experience
  • Assist clients in finding the perfect pieces through digital channels while developing and maintaining relationships with each client
  • Elevate the online to inperson client experience by inviting and faciliting online clientele to shop in stores
  • Share and communicate FoundRae's aesthetic and mission to clients
  • Effectively communicate product knowledge, consistently staying up to speed as new merchandise is received
  • Successfully reach weekly and monthly sales targets
  • Support team colleagues and cover sales and service engagements when others are out of the business
  • Respond to all inquiries and/or issues in and ensure a consistently efficient, professional and accurate manner while offering the highest level of service to all clients at all times

Client Care

  • Respond to email inquiries
  • Phone: answer client phone calls and questions
  • Text: answer client service text messages and questions
  • Conduct Virtual Video Consultations
  • Liaise and communicate with FoundRae internal teams to obtain all necessary information regarding product inquiries or issues

Styling and Digital Assets

  • Create sales tools, personalized for each client such as decks, videos and digital collateral
  • Maintain visual, styling and brand aesthetic across digital sales channels (email, phone, text, virtual consultations)
  • Actively engage clients in continued styling recommendations to build client’s collections

Client Outreach

  • Capture relevant client information to enter into the CRM database and track for future opportunities
  • New client outreach
  • Manage personal client portfolio, outreach to all client on a relevant cadence
  • Support marketing initiatives with personal outreach and clienteling
  • Utilize CRM software to maintain and grow client relationships
  • Engage clients with followup on new and existing wishlists

Operations

  • Manage operational flows for orders requiring personalization, customization and engraving
  • Support the management of repair, returns, exchanges and after sales service received through client care
  • Coordinate with production and fullfilment teams to ensure timely processing and deliveries of all orders
  • Work with design team to request and execute custom engraving for all retail and client care network


REQUIREMENTS

  • Associates or Bachelor’s Degree preferred
  • Minimum 2 years previous luxury retail and/or jewelry sales experience preferred
  • Highly organized and detail oriented
  • Must complete tasks in a timely manner with minimal supervision
  • Fashion forward, intuitive, personable. A self-starter and multi-tasker with a positive attitude.
  • Microsoft Office and Mac proficient, knowledge of design programs a huge plus
  • Proficient with CRM tools; Gladly/Endear a plus, previous experience with Shopify and NetSuite also a plus


The appointed candidate will be offered an hourly rate between $22.00 - $26.00 as well as the opportunity for variable compensation opportunities including commission and bonus, a comprehensive benefits package including: medical, dental, vision short and long-term disability, various paid time off programs, employee discount/perks and retirement plan.

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