Customer Service Representative

Ref #

W183099

State/Region

North Carolina

Department

Sales & Customer Support

Location

United States

City

High Point

COMPANY DESCRIPTION

Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and hospitality. For more than 50 years, Ralph Lauren's reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. The Company's brand names, which include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, Chaps, among others, constitute one of the world's most widely recognized families of consumer brands.

At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion, and fairness for all. We foster a culture of inclusion through: Talent, Education & Communication, Employee Groups and Celebration.

POSITION OVERVIEW

Develop customer relationships and increase loyalty for the Ralph Lauren brands supported through our websites and national advertising. Deliver personalized, brand-right service by applying the ELEVATE customer experience framework across a multi-channel environment. Efficiently and professionally use multiple systems, browsers and evolving AI-enabled technologies to support informed interactions and enhance the customer experience. Learn and effectively articulate the Ralph Lauren brand and products to ensure a legendary experience in every customer contact.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Learn Ralph Lauren products and lifestyle in order to respond to inquiries about the current season of merchandise featured on Ralph Lauren Corporation websites
• Maintain a positive, customer centric focus
• Apply the ELEVATE customer experience framework to personalize interactions, build meaningful connections and deliver consistent, brand-right service across every customer contact
• Adapt to and effectively use AI-enabled technology and digital tools to enhance efficiency, support informed decision-making and improve the customer experience
• Assist customers with navigating and placing orders on the websites
• Respond to a variety of incoming contacts including products, sales/promotions, orders and returns
• Listen to customers to understand their needs; utilize knowledge and tools to appropriately respond to their needs
• Maintain a thorough knowledge and skill base of: product, operations, policies, procedures and computerized information systems
• Confidently navigate the Ralph Lauren websites, internet, customer support systems and company supported intranet
• Communicate and manage customer conflict resolution in a professional manner
• Use effective decision-making , problem solving and communication skills
• Research inquiries and de-escalate customer's concerns
• Use appropriate telephone etiquette and interpersonal skills
• Provide merchandise recommendations to customers who are placing orders and inquiring about items
• Demonstrate professionalism by creating a positive image for the Ralph Lauren Corporation
• Confidently interact with customers and other internal departments in a clear, concise, courteous and professional manner
• Perform other duties and special projects as assigned

EXPERIENCE, SKILLS & KNOWLEDGE

Knowledge, Skills and Abilities:

• Must pass a Color Deficiency test
• Must pass Grammar and Writing Assessments
• Performance must be in the top 10 ranking
• High school diploma or GED required
• Post high school education preferred
• At least one year of recent Customer Service experience in the Ralph Lauren Customer Contact Center
• Previous retail experience is a plus
• Internet savvy, with the ability to navigate through multiple browsers and various search engines
• Solid keyboard and computer skills - including Microsoft and Windows based programs
• Ability to work in a fast paced environment under the direction of a Team Manager
• Detail oriented
• Excellent verbal and written business communication skills
• Professional, flexible, positive team player
• Ability and willingness to learn new skills and technologies
• Passion for providing great service to customers
• Must be able to work weekends, evenings and holidays

Work Conditions:

• Varied hours as business needs change

• Dexterity of hands and fingers to operate a computer keyboard, mouse and to handle other computer components

• Ability to sit for extended periods of time

Internal Candidates Only:

• Must have acceptable attendance (no levels of corrective action within the previous 6 months)

• Must have acceptable performance, metrics, and behavior with no levels of corrective action within the previous 6 months

• Must have previous experience in the Ralph Lauren Customer Service Representative Role

Must be able to work one of the following shifts.

Schedule availability: Specific shifts will be confirmed during the hiring process. Candidates must have flexibility to work schedules that may include evenings, weekends, and holidays based on business needs.

Ralph Lauren will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance laws. Please note background checks will be evaluated individually.