Online Experience Lead

WE ARE CURRENTLY HIRING AN ONLINE EXPERIENCE LEAD FOR OUR LOCATION IN DOWNEY, CA 

OBJECTIVE OF THE POSITION

The Online Experience Lead provides exceptional customer care and resolution support within the standards and procedures of the James Perse online shop.  This role partners and collaborates with the Distribution Center and other cross-functional team members to deliver an exceptional brand experience and highly personalized service through phone calls, emails and live chat engagement.

ESSENTIAL DUTIES AND JOB RESPONSIBILITIES

• Field inbound customer service calls to support global ecommerce business. Provide articulate, professional and informed assistance to answer questions about online orders, products and general matters concerning website usage
• Review and effectively respond to incoming customer emails in a timely manner
• Engage customers through Live Chat communication by providing informed product knowledge and style/seasonal recommendations
• Drive sales by pro-active involvement in Exchange Order and Abandoned Cart outreach programs
• Manage product and service issues by investigating the appropriate resolution and following up with customers to ensure proper, complete and efficient resolution
• Document, organize and process customer exchange and returns paperwork
• Partner on a daily basis with the Distribution Center team to ensure ecommerce order fulfillment remains efficient
• Manage order processing flow and participate in fraud prevention efforts to release and cancel orders
• Stay well-informed about online marketing emails and promotional activities
• Identify opportunities and contribute ideas to store process improvement/refinement
• Run departmental reporting as needed
• Other duties as assigned

PRINCIPAL SKILLS, KNOWLEDGE, AND PERSONAL ATTRIBUTES REQUIRED

EDUCATION 

• High School Diploma or equivalent required; Associates or Bachelors’ degree in Merchandising, Communication or closely related field or an equivalent combination of education and experience, desired.

WORK EXPERIENCE

• Minimum 1-2 years of Customer Service experience in fashion/ apparel industry required; Ecommerce experience highly desired

SPECIAL SKILLS

• MS Office (Outlook, Excel, and Word)
• High level of accuracy and detail oriented
• Shopify experience, highly desired
• Excellent verbal and phone skills utilizing appropriate demeanor and respectful tone to communicate clearly and effectively (concisely)

COMPETENCIES REQUIRED:

• Written Communications
• Informing
• Priority Setting
• Time Management
• Functional/ Technical Skills
• Integrity and Trust
• Listening
• Dealing with Ambiguity
• Comfort Around Higher Management
• Ability to Multi-Task
• Decision Quality
• Interpersonal Savvy
• Managerial Courage
• Problem Solving & Process Management

PAY TRANSPARENCY

This position pays $28.00 per hour

Since the late 1990's, James Perse has defined Southern California style. Our collections for men, women and home - which have become synonymous with sophistication, detail and quality - are sold in over 70 James Perse boutiques, as well as in fine department and specialty stores around the world.

Our employees are smart, creative, passionate and service-driven individuals who meet the same superior standards we set for our products. We embrace talented people with diverse backgrounds and experiences, and support policies and practices that prohibit discrimination against any person because of race, color, national origin, religion, gender, gender identity, age, marital status, disability, sexual orientation or any other characteristic protected by applicable law.

JAMES PERSE offers competitive benefits packages, including health, dental, and vision insurance, life insurance, short-term and long-term disability insurance, flexible spending accounts, an employee assistance program, paid vacation, paid sick time, a retirement savings plan with company match, and a generous employee discount.

To view and learn more about our open positions visit: http://jamesperse.applytojob.com/apply/

We appreciate your interest in our company and look forward to hearing from you.

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