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Customer Service Specialist

5 months ago

Willowbrook, United States Mac Duggal Full time

Since our inception in 1984, Mac Duggal has risen to become an illustrious name in the realm of women's fashion and evening wear, consistently adored by both discerning clientele and celebrity stylists alike. Our headquarters, situated just outside of Chicago, serve as the hub for thousands of Mac's meticulously crafted, one-of-a-kind luxury designs.

As we approach four decades of unparalleled success, our brand continues to thrive, and as a result, our teams are expanding. We are seeking a positive self-starter to join our team as a **Customer Service Specialist** to provide exceptional customer service to our online customers.

**This is a Full-time, Monday - Friday, in-office position based in Willowbrook, Illinois**.

Key Responsibilities:

- Assist customers with orders, shipping/delivery, returns, website questions, product selection (sizing, fit, etc.), and other inbound inquiries. Provide customers with product recommendations, identifying cross-sell/up-sell opportunities when appropriate.
- Oversee the end-to-end online ordering and RMA process for the e-commerce channel
- Review/approve customer return requests; Process refunds/exchanges using Shopify and company ERP system
- Work closely with fulfillment team on inventory and order-related issues, including quality control and quality assurance tasks
- Keep up-to-date on industry trends and identify ways to improve the customer experience
- Document customer feedback to share with internal stakeholders
- Ensure website content is up-to-date, accurate, share feedback as needed
- Assist e-commerce and warehouse teams with other related initiatives and activities as requested

Skills & Competencies:

- Exceptional written and verbal communication skills; Able to communicate clearly, professionally, and with empathy
- Ability to build rapport and form trusting relationships with customers and coworkers; exhibits a high degree of emotional intelligence
- Customer-oriented and solution-focused
- Possesses sound judgment with keen critical-thinking and decision-making skills
- Ability to multi-task and navigate ambiguous situations in a fast-paced environment
- Positive attitude, motivated, self-starter with a bias for action
- Quick learner and able to adapt to new technologies and processes
- Ability to be flexible and to work outside of normal business hours if necessary

Education & Experience:

- High school diploma or equivalent
- Minimum of 2 years experience in a customer support role
- At least 1 year experience working in an e-commerce/contact center environment
- Experience in women's apparel and/or retail sales is beneficial, but not essential
- Bilingual/multilingual preferred but not required

**Benefits**:

- Dental insurance
- Health insurance
- Vision insurance

Experience level:

- 1 year
- 2 years

Shift:

- Day shift

Weekly day range:

- Monday to Friday

Work setting:

- In-person
- Office

Work Location: In person