Client Care Coordinator

2 weeks ago

New York, United States Solomon Page Full time

We are looking for a Client Care Coordinator for a major beauty company in NYC. This hybrid role will support clients through digital omni-channel platforms as well as provide in-office support for essential Client Care functions. This role requires 2 days per week in the office to process device returns, manage demo unit inventory, process and pack outgoing shipment requests and provide cross-functional support for the device warranty program. The ideal candidate will efficiently and promptly manage customer inquiries and concerns, keeping customer satisfaction at the forefront. Assists customers with all aspects of omnichannel support, including tracking orders, facilitating returns, replacing orders, product inquiries/ recommendations, warranty-related support, and general customer service assistance across the entire product line portfolio. The Client Care Coordinator utilizes a variety of platforms, channels, and internal/ external resources to assist customers in a prompt, professional manner that supports and reinforces brand standards, always with a focus on providing best-in-class, white-glove customer service. Our coordinators consistently deliver energy, empathy, and education to our clients during every interaction.


Responsibilities:


  • Process in-office device returns, ensuring all components are returned and devices are fully functional, free of user damage.
  • Manage Demo Unit program including inventory management, monthly inventory updates and shipment of demo devices to teams.
  • Pack and ship select components only available in office as needed.
  • Provide cross functional support on Device Warranty inspections. Pack and return fully functioning devices, upload digital videos of fully functioning devices.
  • Create and track shipments via UPS Campus Ship.
  • Ensure all clients across all channels (phone, email, live chat) receive prompt, friendly, and effective support.
  • Provide real-time chat support via the Kustomer, prioritizing and managing multiple customers simultaneously.
  • Answer and return client calls via AirCall phone channel; ensure timely follow-up/ resolution.
  • Respond promptly and professionally to emails and contact forms via Kustomer.
  • Support daily operational needs such as order tracking, replacement orders, and warehouse requests.
  • Utilize product knowledge to enhance customer experience by providing meaningful routine/regimen suggestions.
  • Track missing packages and cross reference client order history for potentially fraudulent activity via Shopify and Kustomer; follow up with carriers (UPS, USPS, FedEx) & 3PL partners.
  • Learn internal DDG partners and route non-Client Care related inquiries to the appropriate team(s).
  • Monitor shorted and unfulfilled orders and escalate inventory/ fulfillment trends to management.
  • Administer the device warranty program and troubleshoot device concerns with clients.


Required Qualifications:


  • 2+ year experience in a Customer Service role (phone, email, and chat experience)
  • Minimum 1-year experience with SaaS CRM platforms (Experience with Kustomer a plus+)
  • Excellent phone etiquette with a high energy verbal communication style
  • Outstanding written and verbal communication, along with active listening.
  • Strong sense of urgency demonstrates ownership, and team player.
  • Ability to be creative and be an outside-the-box thinker and strategist.
  • Candidates must be flexible and occasionally work outside regular business hours, weekends &/or holidays to ensure Client Care coverage.
  • Flexibility and responsiveness to continually changing and sometimes unpredictable contact volume.
  • Proficiency in Microsoft Office, Outlook, Teams, and SaaS platforms.
  • Skincare experience or skincare knowledge/passion is a plus.
  • Foreign language fluency a plus.


If you meet the required qualifications and are interested in this role, please apply today.


The Solomon Page Distinction

Solomon Page offers a comprehensive benefit program for hourly employees. We pride ourselves on offering medical, dental, 401(k), direct deposit and commuter benefits to our employees, including freelancers - which sets us apart in the industries we serve.


About Solomon Page


Founded in 1990, Solomon Page is a specialty niche provider of staffing and executive search solutions across a wide array of functions and industries. The success of Solomon Page reflects an organic growth strategy supported by a highly entrepreneurial culture. Acting as a strategic partner to our clients and candidates, we focus on providing customized solutions and building long-term relationships based on trust, respect, and the consistent delivery of excellent results. For more information and additional opportunities, visit: solomonpage.com and connect with us on Facebook, and LinkedIn.


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