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About the Role
This position will support the day-to-day customer service and operational functions of the digital business, working directly with the Digital Operations Manager, third-party customer service partners, and retail boutiques to ensure accurate order management and an exceptional customer experience.
Responsibilities
- Coordinate with the third-party customer service provider to ensure accurate and timely responses to customer inquiries and resolution of recurring pain points.
- Ensure third-party customer service agents consistently reflect the brand's tone, values, and service standards through training, knowledge base maintenance, and macro development.
- Continuously improve customer service processes to increase first-contact resolution, reduce follow-ups, and improve average case resolution times.
- Perform manual refunds, price adjustments, and create customer site credits as needed.
- Partner with the eCommerce team to translate customer insights into website and operational improvements, tracking and reporting contact drivers to identify trends and eliminate recurring issues.
- Communicate regularly with retail teams across the U.S. and Canada to provide updates and resolve inquiries related to online customer orders and refunds.
Requirements
- 1-3 years of experience in customer service or retail.
- Proficiency in Microsoft Excel and Microsoft PowerPoint.
- Prior experience with Manhattan Active Omni, Adyen, and/or Salesforce is a plus.
- Strong organizational and multitasking skills.
- Analytical thinking to identify and resolve complex customer service issues.
- Excellent written and verbal communication skills.
- Ability to collaborate across departments and international teams.
- A customer-focused mindset with an interest in E-commerce.
Skills
- Microsoft Excel
- Microsoft PowerPoint
- Manhattan Active Omni
- Adyen
- Salesforce
- Organizational skills
- Multitasking skills
- Analytical thinking
- Written communication
- Verbal communication
- Collaboration
- Customer-focused mindset
- E-commerce interest
Location
- New York, NY
Work Type
- Hybrid
- Remote
Experience Level
- 1-3 years
Salary/Compensations
- $23-$25 USD
Benefits
- Health, Vision, and Dental Insurance
- Generous shopping discount
- Generous PTO Bank
- 12 corporate holidays with early dismissals
- 401K Savings Plan
- Culture of Engagement
- Career Growth Opportunities
- Flexible hybrid work schedule
- 4 completely remote workweeks per year
About the Company
- SMCP is a global leader in the luxury fashion market, known for its Parisian Chic ready-to-wear and accessories. The company operates in 46 countries with brands including Sandro, Maje, Claudie Pierlot, and Fursac. SMCP is committed to sustainable growth, Corporate Social Responsibility (CSR) focusing on Product, People, and Planet, and Diversity, Equity, Inclusion, and Belonging (DEIB). The company has 6500 employees worldwide and experienced a strong comeback in 2021. SMCP aims to redefine the future of luxury fashion.