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Personalize your Clare V. with MONOGRAMMING
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Job Description: Ecommerce Customer Service Representative

Location: CVHQ Los Angeles, CA

The 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, repairs, monogramming products for web orders, and keeping the customer service area neat, clean & organized. This position reports to the Director of Retail.

Key Responsibilities 

Customer Service & Order Processing:

  • Manage Clare V. customer service email, 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 
  • Review orders daily to address issues, perform fraud check verification & make customer edits; partner with Warehouse team to initiate fulfillment processing 
  • Assist customers with order placement, changes, cancellations (Shopify)
  • Review, communicate approvals, and facilitate returns/exchanges from customers
  • Strong sense of product knowledge and able to suggestively sell
  • Assist warehouse with web order fulfillment during high volume time periods 
  • Document process and procedures for customer service operations as needed
  • Troubleshoot & report any customer service systems related issues as needed
  • Maintain an effective clientele list and wait list
  • Maintains defect log, raises QC issues & manages product repair process

Monogramming

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

General

  • Effective & empathetic in identifying customer needs
  • Proactive & seeks creative solutions to challenges
  • Prioritizes workload to maximize efficiency 
  • Organized & detail oriented
  • Understanding of surrounding retail environment

Qualifications

  • Minimum 1+ years in a retail customer service or related 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 UPS shipping, both domestic and international preferred
  • Familiarity with warehouse receiving and fulfillment
  • Physical requirements: lift /carry/move 40 lbs. minimum including fixtures and product

To Apply:

All qualified applicants should submit their resume to jobs@clarev.com with the job title in the subject line.

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