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Wholesale Customer Experience Specialist

2 months ago

New Orleans, Louisiana, United States KREWE Full time
About KREWE

KREWE is a leading luxury eyewear company that has been inspiring creativity and spirit since its inception. With a strong presence in the market, KREWE has established itself as a premium brand with a unique approach to eyewear design and production.

Job Summary

We are seeking a highly skilled and experienced Wholesale Customer Experience Specialist to join our team. As a key member of our Wholesale team, you will be responsible for providing exceptional customer service to our wholesale customers and sales representatives. Your primary objective will be to support customers and sales representatives with all inquiries and resolve them in a timely manner.

Key Responsibilities
  • Process and track warranty claims, returns/exchanges, special orders, and troubleshooting B2B orders
  • Provide exceptional customer experience via phone and email
  • Onboard sales reps with samples, sales documentation, and company policies
  • Resolve inquiries quickly and with sound judgment, ensuring the best possible resolution
  • Stay up-to-date on KREWE frame styles and colors, upcoming releases, and general optical knowledge
  • Uphold KREWE brand standards in all interactions, ensuring customers are treated empathetically and equitably
  • Communicate with all Wholesale Customers and Sales Reps on Return Authorizations, Event updates, and Creative Briefs
  • Track all lost/stolen packages and communicate with accounts and reps
  • Assist with Key Account Business: ordering/tracking labels, communicating with Fulfillment team
  • Report to the Wholesale Sales Manager; participate in weekly 1:1's and team meetings
  • Responsible for achieving personal and team-based metrics and KPIs, including customer satisfaction scores and efficiency metrics
Requirements
  • Experience in customer service, preferably within Wholesale or B2B sales
  • Intermediate to advanced computer skills: proficiency in MS Office and GSuite, and working in multiple operating systems simultaneously
  • Ability to learn and use various types of technology quickly
  • Experience with NuOrder and Netsuite is not required but preferred
  • Experience with customer support platforms, such as Gorgias, preferred
  • Clear communicator, level-headed demeanor
  • Can handle confidential information and comply with payment card industry standards
  • Accountable for executing work individually and as a group
  • High school diploma required. College degree preferred
  • Passion for and knowledge of fashion industry operations and consumer relations
  • Experience working in a fast-paced office environment, demanding high attention to detail, excellent written and verbal communication, eagerness to contribute, ability to adapt and multitask in high-pressure situations, strong sense of urgency, and genuine enthusiasm to learn and grow in a collaborative work environment
Benefits and Perks
  • Competitive wage
  • Group health plans: health, vision, and dental insurance
  • Welfare benefits: life, ad&d, supplemental voluntary coverage
  • FSA Plan & HSA Program
  • 401(K) Investment Options
  • Adoption Assistance, EAP, Commuter Benefits
  • Paid Parental Leave
  • Quarterly Cultural Spend
  • Ongoing Training & Development, an Educational Allowance
  • 10 paid holidays & Paid Time Off accrual
  • KREWE employee frame discount (of course)
Diversity & Inclusion

KREWE believes in providing an inclusive workplace where all individuals have the opportunity to succeed. We are proud to provide equal employment opportunities (EEO) to all employees and applicants without discrimination or retaliation because of race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, gender expression, veteran status, pregnancy, or any other protected characteristic as established by applicable local, state, or federal law.