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Position Overview

The Ecommerce Customer Service Associate is a key employee for providing best in class Customer Service to Clare V. Online Customers as well as monogramming all web orders. This person will be responsible for responding to customer inquiries & concerns, as well as processing all returns, monogramming products for web orders, and keeping the customer service area neat, clean & organized. The Customer Service Associate supports the operation of a profitable business through successful customer follow-up and is capable of overseeing all customer relations. This position reports to the Director of Ecommerce.

Key Responsibilities

Customer Service:

  • Manage all Clare V. customer service email accounts, providing best in class customer service through phone calls and email
  • Make customers the #1 priority; resolve inquiries/issues promptly and with a high degree of satisfaction
  • Assist customers with order placement, changes, cancellations (Shopify)
  • Review, communicate approvals, and facilitate returns/exchanges from customers
  • Assist in processing fraud verifications for web orders
  • Strong sense of product knowledge and able to suggestively sell
  • Assist warehouse with web order fulfillment during high volume time periods

Monogramming

  • Keep track of all web orders requiring monogramming
  • Execute all monogramming in a timely manner for both web orders & studio requests
  • Communicate with customers for any monogram questions or follow up as needed

General

  • Proactive & seeks creative solutions to challenges
  • Prioritizes workload to maximize efficiency
  • Organized & disciplined
  • Effective & empathetic in identifying customer needs
  • Understanding of surrounding retail environment
  • Maintain an effective clientele list and wait list

Qualifications

  • Minimum 2+ years in a retail customer service role
  • Bachelor’s Degree or equivalent experience
  • Self-motivated with a strong work ethic & excellent time management skills
  • Excellent written & verbal communication skills
  • Strong resolution and decision-making skills
  • Proficient in Microsoft Office; excel & email management skills required
  • Experienced with FedEx shipping, both domestic and international preferred
  • Familiarity with warehouse receiving and fulfillment
  • Physical requirements: lift /carry/move 40 lbs. minimum including fixtures and product

Benefits

Compensation package includes competitive pay & health care benefits

All qualified applicants should submit their resume and cover letter to jobs@clarev.com