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Customer Experience Associate

2 months ago

Atlanta, Georgia, United States Mashburn LLC Full time
About the Role

Mashburn LLC is seeking a highly skilled and customer-focused individual to join our E-Commerce team as a Customer Experience Associate. As a key member of our team, you will be responsible for providing exceptional customer service, building strong relationships with our customers, and ensuring seamless internal operations to fulfill their needs.

Key Responsibilities
  • Exceptional Customer Service: Provide above-and-beyond service in every interaction by responding promptly to customers with empathy and clarity, guiding the communication process to a positive resolution.
  • Build Customer Rapport: Quickly establish a connection with customers, showcasing the Mashburn LLC core values to foster trust and loyalty through all communication channels.
  • Product Knowledge: Develop an in-depth understanding of our products and services to offer expert advice, enhancing customer satisfaction and driving sales.
  • Customer Service System: Efficiently utilize our customer service platform to ensure quick responses to inquiries and regular follow-ups until resolution, building customer trust.
  • Order Handling: Place online orders, investigate suspicious transactions, process price adjustments as needed, and manage out-of-stock refunds and exchanges as needed.
  • Policy Adherence: Follow brand policies and standard operating procedures to ensure proper issue resolution and communication.
  • Cross-Functional Collaboration: Work with various teams to ensure a consistent brand experience for our customers, resolving issues promptly and creating new processes to streamline operations.
  • Customer Insight Sharing: Gather and share customer insights with appropriate business areas, acting as our internal voice of the customer.
Requirements
  • Experience: Previous retail sales or other customer service experience preferred.
  • Passion: Enthusiasm for menswear and tailoring with knowledge of fabrics, fit, and styling.
  • Problem Solving: Driven, resourceful team player with a collaborative mindset and a "no task is too small" attitude.
  • Communication: Excellent oral and written communication skills, with the ability to multitask effectively.
  • Organization: Strong organizational, outreach, and follow-up skills, capable of thriving in a dynamic environment.
  • Customer Attitude: Maintain a positive, gracious, and patient demeanor with every customer.
  • Adaptability: High flexibility and ability to adapt to different customers, with a passion for providing exceptional care.
  • Entrepreneurial Spirit: Enthusiastic about growing with the company and demonstrating an entrepreneurial spirit.
  • Schedule Flexibility: Ability to work a flexible hybrid schedule, based on business needs.
  • Core Values: Reflect the company's core values of Hopeful, Helpful, Hardworking, Humble, Hospitable, and Nimble.