Curly Hair Customer Experience Leader

5 days ago


Mokena, Illinois, United States LaSalle Network Full time

We are seeking an experienced Curly Hair Customer Experience Leader to join our team at LaSalle Network. This is a hands-on role that requires collaboration with the company Co-Founders, Marketing team, and various third parties to ensure customer satisfaction, retention, and loyalty are monitored and maximized.

About the Role
  • Manage and respond to a high volume of customer inquiries across various platforms, including customer service email inbox, Facebook, Instagram, etc.
  • Provide guidance, advice, and recommendations on products and styling techniques to help curly hair customers achieve their desired outcomes.
  • Help customers with technical issues related to product orders, including tracking of shipments, editing orders, canceling orders, and properly understanding the ordering process.
  • Input and manage order reshipment requests expeditiously.
  • Create, conduct, and manage consumer research initiatives to improve the customer experience.
  • Manage and address retailer and distributor inquiries, as outlined in company procedures.
  • Monitor and escalate suspicious order transactions that violate company policy.
  • Identify customer experience best practices in the industry on an ongoing basis.

The ideal candidate will have 5+ years of proven experience in key areas, including customer service leadership roles or project management roles across multiple projects. Additionally, they should have strong analytical and problem-solving skills, excellent communication and interpersonal abilities, and proficiency in using customer experience and data management software and tools.



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