Position

WHAT WE HAVE TO OFFER:

The Client Services Advisor will partner with the Client Services Team Lead and Sr. Manager, warehouse logistics team, and retail to offer the best-in-class experience to our clients. This role will be cross functional with retail, after-care, and the CRM team. This role is located in Long Island City, New York (on-site).

Job Responsibilities

YOUR RESPONSIBILTIES:

Deliver superior, personalized service to address client inquiries via all available channels.
Achieve SLAs for customer-related contacts and troubleshoot customer facing issues in a timely manner.
Provide qualitative and quantitative feedback to internal teams.
Foster customer relationships and deliver a positive experience across all omni-channel activities.
Proactively clientele utilizing in-depth product and process knowledge to deliver an exceptional customer service experience.
Manage sales orders on a daily basis; partner with the fulfilment warehouse and carrier services on processing, shipping, returns, and cancellations.
Manage fraud management investigations and analytics.
Work cross functionally with the retail and after-care teams
Identify reoccurring customer service patterns to develop a more efficient process.
Assist with manual order processing as needed during peak seasons and for vacation coverage to meet shipping cutoff deadlines.
Post purchase: assist with return processes, and omnichannel fulfilments.
Provide estimates and quotes for repairs, shipping and delivery dates as requested.
Inspect new and used products to determine the requirement for repair.
Inspect and verify incoming goods against invoices or other documents, record shortages and reject damaged goods.
Order additional repair parts as needed.
Go the extra mile to engage customers.
Responsible for receiving, tracking, label creation, sending orders to clients.

Profile

PROFILE:

We would like to speak to professionals that are eligible to work in the United States and possess a Bachelor’s Degree (or equivalent experience) with at least two years of experience in a fast-paced luxury retail, clienteling, or ecommerce environment with knowledge of customer service.

Furthermore, we seek:

Comprehensive understanding of luxury clientele and language
Ability to work Saturdays.
Warehouse/Ecommerce back-end systems knowledge a plus
Be able to follow instructions and adhere to policies and procedures.
Experience in a related customer service or call center role a plus i.e., in a role that requires resolving issues, diffusing tense situations, and solving complex issues
Comfortable making direct contact with customers through spoken and written communication, ability to follow up directly, etc.
Ability to independently resolve complex and/or escalated situations
Ability to navigate multiple computer applications and work from a dual monitor
Demonstrate the ability to work under pressure and diplomatically address and control challenging situations
Strong communication, verbal and analytical skills
Strong sense of teamwork, ability to multi-task, and manage priorities with ease.
Ability to take initiative, ownership and accountability
Pro-active, self-starter
Preferred experience in Salesforce (commerce and service cloud)
Proficient in Microsoft Office Suite

Compensation: $23/hr to $27/hr

LOCATION:

Long Island City, Queens, New York

RIMOWA

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Client Services Advisor