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L.K. Bennett logo
Organization
Job Title
Luxury E-Commerce Customer Service Representative
Location
New York
Zip/Postal Code
10022
Country
United States
Region
NY Metro
Position type
Permanent
Category
Apparel
Retail
Job Function
Customer Serv / Order Entry
eCommerce
Store - Associate
Store - Management

Luxury E-Commerce Customer Service Representative

TITLE: Luxury E-Commerce Customer Service Representative

DEPARTMENT: Ecommerce

MANAGER: Ecommerce Manager

POSITION SUMMARY:

Reporting to the Ecommerce Manager, this position is responsible for the execution of customer service communication and operations to generate sales for us.lkbennett.com and L.K. Bennett’s stores. This role requires collaboration with retail operations team, store employees and the warehouse to create a seamless brand experience across all customer experience touchpoints.

The primary goal of this position is to deliver outstanding customer service and to drive sales and engagement through building and maintaining exceptional relationships with L.K. Bennett customers. This role is a crucial part of the success of the company and the ideal candidate is ultra-positive, energetic and endlessly resourceful. 

KEY RESPONSIBILITIES: 

  • Comprehend and respond to all customer queries with immediate resolution to ensure customer satisfaction. Inquires originating from but not limited to phone, email, online chat and L.K. Bennett stores. Ensure customer service hours are covered
  • Be the expert on product information, size and fit and availability with the ability to effectively communicate to the customer and upsell when appropriate
  • Communicate effectively, oral as well as written with the ability to recognize tone and mood of customer through written communication
  • Adaptable and customer centric approach to solutions to deliver superior service with personalization and empathy in communication. Ability to address multiple inquires with timely follow up
  • Drive sales by converting customer contacts into sales opportunities. Contribute to the achievement of the ecommerce business by providing high quality and timely service to all customers
  • Build and establish strong relationships with clients. Maintain composure while solving complex customer service issues
  • Increase the number of phone orders placed and manage locating items on web or in L.K. Bennett stores to convert to sales
  • Manage operational issues related to all customer touchpoints, order management and fulfillment with warehouse and shipping partners
  • Compile comprehensive reporting of all inquiries and customer touchpoints with a progress record of how inquiry was handled and/or completed
  • Prepare reporting and analysis on a daily, weekly, monthly and annual basis. Ability to analyze data, make conclusions and recommendations relevant to statistical trends
  • Manage ratings and reviews sites such as Yelp and The Better Business Bureau
  • Conducts ad-hoc analysis
  • Other duties as assigned

ESSENTIAL SKILLS & REQUIREMENTS:

  • Minimum 2 years of experience with D2C customer service; preferably in a luxury fashion space
  • Superior written and interpersonal communications skills with quick comprehension and clear articulation
  • Personable, patience and adept problem solving sills; strong conflict resolution skills to resolve customer complaints. Sound judgment and decisions making abilities when polices are not clearly defined
  • Ability to effectively meet deadlines and manage projects independently within a fast-paced ever-changing environment. Operates with a sense of urgency
  • Positive and proactive attitude; Ability to take responsibility, to remain accountable for your actions
  • Strong commercial awareness
  • Proficiency in MS Office, especially in Excel, knowledge of Hybris or comparable ecommerce platform, knowledge of order processing, management and payment systems
  • Experience with ZenDesk or similar software a plus
  • Flexible schedule to cover customer service hours including some holidays
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