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Omni Channel Service Representative

2 months ago

Beachwood Ohio, United States Anthropologie Full time

About the Role:

The Customer Experience Specialist plays a vital role in delivering exceptional service to our customers by supporting omni-channel processes. This position is responsible for ensuring seamless customer experiences across all touchpoints.

Key Responsibilities:

  • Customer Experience:
    • Strategically process order queues and daily workloads to prevent backlogs, limit cancellations, and maintain proper customer touchpoints.
    • Maintain standards through the use of proper packaging to exceed customer product expectations.
    • Effectively use store technology to ensure a seamless omni-channel shopping experience for customers.
  • Business Operations:
    • Oversee omni processes to ensure fill rates are maintained and brand standards are followed.
    • Oversee organizational standards related to supply needs, technology, workstations, order staging, and pickup areas.
    • Facilitate the transfer of online products back to the warehouse.
    • Adhere to store safety standards, inventory accuracy, and reduction of product loss while upholding all company policy and procedure to support store profitability.
  • Communication + Relationships:
    • Communicate daily with the leadership team on omni processes to ensure task completion.
    • Proactively escalate issues that may impact the ability to fulfill orders.
    • Collaborate with store leadership to share progress on results and articulate support needs to maximize efficiency.
    • Set an energized pace to establish and maintain omni-channel standards and service level agreements.

Requirements:

  • Ability to work flexible hours to meet store omni-channel demand.
  • Proven track record in leading operational processes and achieving measurable results.
  • Eagerness to learn and grow within the organization.