E-COMMERCE CUSTOMER SERVICE REPRESENTATIVE

French Connection - USA is looking for the right person to join its E- Commerce department as a Customer Service Representative. This position’s primary focus is to ensure that sales goals are met through excellent customer service and product knowledge. The position helps in handling customer phone calls, voice mails, and emails and also provides support and assistance to the E- Commerce Customer Service Administrator. The position also investigates Website orders that are rejected or being held and assist in other back of house tasks such as returns and shipments on an as needed basis.

Candidate Profile

The ideal candidate is friendly, patient, and outgoing with exceptional customer service and communication skills. We are looking for an individual who is able to evaluate customer needs and suggest new ideas and operational changes that improve customer service and the Website’s a growing business.

Responsibilities

• Provide excellent customer service to all customers
• Place telephone orders for customers and suggest alternative store locations if product is not available on the website
• Respond to customer voice mails and emails and assist with their needs
• Contact customers whose orders have been rejected or held for security reasons
• Review daily reports to ensure all customer orders are fulfilled and payment is captured
• Help monitor system functions such as Tasks, and order files
• Provide support as needed to the divisions Picker/ Packer department
• Provide support as needed for booking on shipments through our Options system
• Provide support as needed for customer returns by processing returns and exchanges through Options and printing corresponding return reports

Required Qualifications

Knowledge, skills & abilities:

• Comprehensive understanding of the French Connection brand
• Strong ability to learn new systems
• Retail and retail stock experience or related experience
• Knowledge of the following systems a plus: Options, Catalog Manager , AS400, SAP and Cybersource

Minimum educational level: High School Diploma

Minimum experience: 1-2 years

Employment Classification: Non- Exempt

Compensation

We offer a competitive salary package that will depend on experience, discounts on Company branded clothing, and a rich employee benefits package.