CX Product Supervisor

1 month ago

Culver City, California, United States Skims Full time
About the job

SKIMS is a solutions-oriented brand creating the future of underwear, shapewear and loungewear.

We're disrupting the industry with our game-changing product and culturally driven creative and are looking for a Customer Experience Product Supervisor to join us in building the next generation of intimates and apparel.

You will be responsible for ensuring every interaction exceeds our customers' expectations. Providing expert skill and leading our product team within the Customer Experience department

As a member of the Customer Experience team, you will provide excellent service as well as create trainings, continue education with a proactive approach and problem solving.

Responsibilities

· Requires a hybrid schedule: 3 days a week in office/when needed for in person meetings/events.

· Demonstrates expert-level product and fit knowledge to diagnose fit issues and work with a team to establish best practices for customer support

· Leads the Product CX team, responsible in developing and strategizing the CX lead/coordinators and function

· Project managing all CX Product related projects and collaborations

· Develops product training/education for CX team

· Creating, analyzing and distributing product reports damages to various stakeholders for product focused discussions around actions and overall improvements

· Required to participate in all product/brand training and liaise with Product and CX teams to build documentation and job aids, as well as provide process and procedural input to drive the highest levels of service for SKIMS customers

· Works cross functionally with design and product to ensure full product knowledge as well as managing feedback from customers to drive process and product improvements

· Assist in building and delivering training to CX team members on current assortment, new product launches, promotions, and procedures as related to

· Support CX team (and customers directly) by asking questions and aiding in diagnosing 'fit' to recommend style options. This may include pictorial documentation, demonstrating the size and fit characteristics or building job aids and documentation of best practices

· Provides customers with the perfect product fit by guiding the team to ask effective questions, taking any measurement information and listening to their needs

· Take initiative to understand the apparel business and offers suggestions on how to elevate service and support for SKIMS customers

· Preparing for each shift by maintaining awareness of all sales, promotions and applicable ringing procedures

· Understanding and demonstrating Company values

· Able to attend fittings at our Los Angeles Location, to familiarize yourself with the product.

· Be sales focused by maximizing all customer contact opportunities to provide product knowledge, increase units per transaction and sell across all channels.

· Assist team in developing and enhancing customer loyalty and spend, while building long-lasting, personal relationships with our VIP customers.

· Troubleshoot solutions for questions or issues that arise during fulfillment and returns. Communicate company policy to customers as necessary and ensure that the in-house processes and procedures are adhered to.

· Use all systems efficiently to accurately add notes to orders and cases for all incoming and outgoing contacts.

· Develop and maintain verbiage and responses for customer experience product inquires

Key Skills & Experience

· 3+years of lingerie/apparel experience

· Has led a team of 5+ sales associates or coordinators in a customer experience environment

· Requires a hybrid schedule: 3 days a week in office/when needed for in person meetings/events.

· Proactive sales approach, able to show initiative/ideas to constantly improve the customer experience.

· Problem solver with strong organizational and follow-up skills.

· Excellent communication skills. You must be able to display the highest levels of accuracy (spelling, grammar, punctuation, and pronunciation) in both written and spoken communication.

· Is able to navigate/build web-based systems and programs

· Has a Can-Do, flexible, positive attitude and is a team player

· Works well in a group setting.

· Is comfortable with giving and receiving feedback.

· Able to demonstrate a high level of technical ability.

· Self-motivated, proactive and enthusiastic.

· Passion for sales and customer experience.

Benefits and Culture

· 100% Company Paid Healthcare (medical, dental, vision)

· Kind Body Fertility Benefits

· 401(k) savings plan with up to 4% match

· Unlimited PTO

· Full Access to LinkedIn learning

· Employee Discounts

Perks (HQ Location)

· Free weekly catered lunch at HQ – M/W/Th

· Dog-Friendly office

· Free Swag Giveaways

· Annual Holiday Party

· Annual Summer Party

· Invitations to pop-ups and other company events

· Complimentary daily office snacks and beverages

SKIMS is committed to continuously creating an inclusive environment for all employees and candidates, reflective of the rich diversity of the communities we serve. Equitable workplaces foster innovation and excellence, and in our commitment to culture of belonging qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

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