Associate, Customer Experience

WHAT IS THE BRAND?

Mashburn is an Atlanta-based apparel and lifestyle brand founded in 2007. The company designs, manufactures, and markets a nationally recognized assortment of menswear (Sid Mashburn) and womenswear (Ann Mashburn), and other high-quality, iconic brands. Mashburn aims to be the best in American style and service... a brand that offers luxury-quality product at accessible prices, delivered with a memorable customer experience, and driven by a deeply personal brand voice that expresses the passion and inspiration of our founders.

WHAT IS THE JOB?

As a Customer Experience Associate on our E-Commerce team, you'll engage our customers and provide exceptional service by efficiently and graciously meeting their needs and expectations and ensuring seamless internal operations to fulfill them. As the primary contact for online customers, you are their dedicated sales associate and a brand ambassador with direct impact on the department and company's success.

WHAT ARE THE RESPONSIBILITIES?

• Exceptional Customer Service: Provide above-and-beyond, memorable service in every interaction by responding promptly to customers with empathy and clarity, guiding the communication process to a positive resolution.
• Build Customer Rapport: Quickly establish a connection with customers, showcasing the Mashburn core values to foster trust and loyalty through all communication channels including phone and email.
• Product Knowledge: Develop an in-depth understanding of our products and services to offer expert advice, enhancing customer satisfaction and driving sales.
• Customer Service System: Efficiently utilize our customer service platform (ZenDesk) for email and phone communication along with our other platforms, ensuring quick responses to inquiries and regular follow-ups until resolution, building customer trust.
• Order Handling: Place online orders, investigate suspicious transactions, process price adjustments as needed, and manage out-of-stock refunds and exchanges as needed.
• Policy Adherence: Follow brand policies and standard operating procedures to ensure proper issue resolution and communication.
• Cross-Functional Collaboration: Work with various teams (retail, tailoring, design, digital, merchandising) to ensure a consistent brand experience for our customers, resolving issues promptly. Endeavor to create and share new processes to streamline operations.
• Customer Insight Sharing: Gather and share customer insights with appropriate business areas acting as our internal voice of our customer.

WHAT ARE THE SKILLS?

• Experience: Previous retail sales or other customer service experience preferred.
• Passion: Enthusiasm for menswear and tailoring with knowledge of fabrics, fit, and styling.
• Problem Solving: Driven, resourceful team player with a collaborative mindset and a "no task is too small" attitude.
• Communication: Excellent oral and written communication skills, with the ability to multitask effectively.
• Organization: Strong organizational, outreach, and follow-up skills, capable of thriving in a dynamic environment.
• Customer Attitude: Maintain a positive, gracious, and patient demeanor with every customer.
• Adaptability: High flexibility and ability to adapt to different customers, with a passion for providing exceptional care.
• Entrepreneurial Spirit: Enthusiastic about growing with the company and demonstrating an entrepreneurial spirit.
• Schedule Flexibility: Ability to work a flexible schedule 9AM-6PM, based on business needs, including some Saturdays.
• Core Values: Reflect the company's core values of Hopeful, Helpful, Hardworking, Humble, Honest, Hospitable, and Nimble.