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Organization
SMCP Group
Job Title
E-commerce Customer Experience Assistant (Paid Internship)
Location
New York, New York
Country
United States
Region
NY Metro
Reference Number
4807731002
Position type
Freelance/Contract
Category
Apparel
Retail
Job Function
Customer Serv / Order Entry
eCommerce
Intern / Entry-Level
Experience level
Internship

E-commerce Customer Experience Assistant (Paid Internship)

SMCP USA Inc. (Sandro, Maje and Claudie Pierlot) seeks a dynamic, enthusiastic, detail-oriented intern to support our Ecommerce & CRM Department. This is a paid internship beginning ASAP through December 31st, 2020.

This is an exciting, hands-on opportunity to be part of a rapidly growing French retail group in the affordable luxury sector.This position will assist the CRM department in resolving customer service escalations and ensuring our store & e-commerce customers experience a seamless shopping experience through new process implementation, results analysis and providing daily guidance to our team. We are looking for a candidate with a pro-active mindset and who is passionate about customer experience. The candidate will be available to work part-time on a 32 hour/week basis. This position is currently remote with a potential return to office estimated for September 2020.

JOB DUTIES:

CUSTOMER SERVICE:

  • Support our third-party customer service team by:
    • Resolving escalated requests and questions
    • Providing all relevant information to respond promptly to all inquiries and complaints
  • Streamline & implement improvements to our current processes
  • Communicate with our warehouse and logistics team to resolve outstanding issues
  • Analyze monthly customer service KPIs
  • Resolve credit card charge back claims in collaboration with our finance department
  • Manage apology gifts processing to unhappy customers.

BUSINESS ANALYSIS:

  • Provide a daily reporting on our E-commerce orders & returns statuses 
  • Support our E-commerce director & Operations team in resolving order processing issues 
  • Provide a weekly reporting on E-commerce returned orders & share insights as needed. 

CRM

  • Support the CRM team with competitor bench marking & email marketing performance analysis reports when needed.

QUALIFICATIONS:

  • Strong verbal and written communication skills
  • Fluency in English (oral and written) mandatory
  • Attention to detail
  • Can-do attitude & self-starter
  • Ability to multitask & work in a fast-paced environment
  • Excellent problem-solving skills
  • Team player
  • Highly organized
  • Must be proficient in excel