Client Experience Associate

3 weeks ago

Torrance, United States RIMOWA Full time

WHAT WE HAVE TO OFFER:


The Client Experience Associate will partner with the CX Manager, warehouse logistics team, and retail to offer the best-in-class experience to our clients. This role will be cross functional with retail, after-care, and the CRM team.


YOUR RESPONSIBILTIES:


  • Deliver superior, personalized service to address client inquiries via all available channels
  • Achieve SLAs for customer-related contacts and troubleshoot customer facing issues in a timely manner
  • Provide qualitative and quantitative feedback to internal teams
  • Foster customer relationships and deliver a positive experience across all omni-channel activities
  • Proactively clientele utilizing in-depth product and process knowledge to deliver an exceptional customer service experience
  • Manage sales orders on a daily basis; partner with the fulfilment warehouse and carrier services on processing, shipping, returns, and cancellations
  • manage fraud management investigations and analytics
  • Work cross functionally with the retail and after-care teams
  • Identify reoccurring customer service patterns to develop a more efficient process
  • Assist with manual order processing as needed during peak seasons and for vacation coverage to meet shipping cutoff deadlines
  • Post purchase: assist with return processes, and omnichannel fulfilments


PROFILE:


We would like to speak to professionals that are eligible to work in the United States and possess a Bachelor’s Degree (or equivalent experience) with at least two years of experience in a fast-paced luxury retail, clienteling, or ecommerce environment with knowledge of customer service.


Furthermore, we seek:

  • Comprehensive understanding of luxury clientele and language
  • Ability to work Saturdays
  • Warehouse/Ecommerce back end systems knowledge a plus
  • Be able to follow instructions and adhere to policies and procedures
  • Experience in a related customer service or call center role a plus i.e. in a role that requires resolving issues, diffusing tense situations, and solving complex issues
  • Comfortable making direct contact with customers through spoken and written communication, ability to follow up directly, etc.
  • Ability to independently resolve complex and/or escalated situations.
  • Ability to navigate multiple computer applications and work from a dual monitor.
  • Demonstrate the ability to work under pressure and diplomatically address and control challenging situations
  • Strong communication, verbal and analytical skills
  • Strong sense of teamwork, ability to multi-task, and manage priorities with ease
  • Ability to take initiative, ownership and accountability
  • Pro-active, self-starter
  • Preferred experience in Salesforce (commerce and service cloud)
  • Proficient in Microsoft Office Suite


LOCATIONS:


This role can be performed in two locations:


1.) Torrance, CA

2.) New York City

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