Ecommerce Customer Service Associate

4 weeks ago

New York, United States Ames Watson Brands Full time

Ames Watson Brands (“AWB”) is a multifaceted holding company and brand accelerator dedicated to transforming luxury brands. Our mission is to identify emergent talent and brands at a strategic inflection point and provide the resources and expertise necessary for brand development and long-term value creation. We leverage operational excellence, strategic partnerships, and a data-driven approach to drive product innovation and accelerate growth. With a focus on quality and brand development, we create, curate, and distribute high-quality products and content to maximize the potential of the brands we work with.


OVERVIEW

As an e-commerce Customer Service Associate, you act as a bridge between our digital customers and our portfolio of brands. You aim to meet and exceed the needs of our customers by providing effective and efficient solutions that ensure customer satisfaction and foster a positive brand image. You support in driving the overall growth of our e-commerce channel by monitoring and adhering to our customer Service-Level Agreements, while achieving and exceeding company KPI goals and objectives.


RESPONSIBILITIES


Customer Service l Brand Ambassador

  • Understand and reflect our brand in all customer-facing communication
  • Provide a seamless digital end-to-end experience by responding promptly and professionally to all customer inquiries via email
  • Assist customers in navigating and troubleshooting issues on customer facing websites
  • Answer product and service questions, and/or make product suggestions
  • Ensure effective and efficient solutions to customer questions, requests, and/or concerns
  • Support customers with order updates, logistics, email response, tracking, quality issues, and returns
  • Contribute to meeting and/or exceeding all KPI goals and objectives for the e-commerce channel by monitoring and adhering to customer SLAs


Teamwork l Communication

  • positive relationships with peers and contribute to positive team morale
  • with team members to ensure superior customer service and support e-commerce operations


Operations

  • Collaborate with warehouse and logistics teams as needed to address order-related issues and updates
  • Collaborate with cross-functional teams to address and solve problems
  • Monitor and manage order statuses on different e-commerce platforms
  • Demonstrate proficiency in navigating brand websites, as well as other applications
  • Monitor and troubleshoot website functionality
  • Identify and implement solutions to prevent recurring issues
  • Provide insights and feedback to management for continuous process improvement
  • Perform work in accordance with applicable policies, procedures, laws, and regulations
  • Perform other duties related to the qualifications and requirements of the job


QUALIFICATIONS AND REQUIREMENTS

  • Experience in customer service
  • to work in self-directed, fast-paced, entrepreneurial environment
  • ability to perform task management, prioritize, and manage time effectively
  • verbal and written communication
  • to work non-traditional hours, days, nights, weekends, and holidays as needed


ELIGIBILITY

  • Must be legally authorized to work in the country in which the store is located
  • Must be 18 years of age or older
  • Must have proof of the Right to Work and evidence relating to associated local legislative requirements (EMEA only)
  • Must have the ability to travel to assigned store with own transportation methods


JOB ASSETS (i.e., nice to have; not required)

  • Education: High school diploma, GED, or equivalent


PHYSICAL REQUIREMENTS

  • required to sit and/or stand
  • required to type, process information, and use fine finger manipulation
  • vision abilities required for this job include close vision, color vision and the ability to adjust and focus

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