CUSTOMER SERVICE LEAD ASSOCIATE
Full-Time, Soho New York
Petite Studio NYC is looking for a Full-Time Customer Experience Lead for our e-commerce site. In this role you’ll get to solve intellectual, technical, and customer experience challenges with enormous opportunity for business impact. We are willing to train and will customize the responsibilities assigned to this position based on the successful candidate's background / experience. If you’re passionate about customer service and experience, innovation, and driving business growth, we’d love to talk with you.
We offer a competitive compensation and opportunity for advancement within our growing company. This is a unique opportunity to join a rapidly-growing team and personally contribute to the success of an exciting fashion e-commerce business.
Petite Studio NYC is a contemporary niche fashion brand that caters to the petite sized woman. We launched our vision (“real petites, real fits”) back in 2016 and have grown into a powerful and recognizable brand within the fashion industry. This is a special opportunity to join a growing and thriving team. You will have the chance to personally contribute to the growth and future success of our incredible fashion brand.
THE COMPANY CULTURE
• Fashion forward
• Relentless Customer Focus - outstanding and attentive service is #1 focus.
• Mutual Respect and Encouragement to all of our company’s team and customers.
• Everyone’s opinion matters - no piece of input is too small.
• Personal Responsibility - we all take ownership and operate with integrity.
• Results oriented, not process oriented.
The primary function of the Customer Experience Lead is to handle all customer service inquires and web orders for our quickly growing ecommerce business. We are seeking an energetic and reliable candidate to provide support to new and existing customers while maintaining a high level of excellent service.
We are a small team in a quickly growing and fun startup environment, so everyone will wear a few different hats at times and needs to be willing to evolve and grow rapidly as the business needs change.
The position Details:
Develop a best in class e-commerce customer service department.
Create a culture of customer centrality within department and company
Providing fantastic customer service across all channels, including email, live website chat, Instagram messaging, phone and written communication.
Address all escalated customer matters
Build reporting tools which highlight areas of concern throughout company
We are looking for someone who has a passion for serving our customers (aka our friends) well by providing the information they need, when they need it, in an organized manner with a kind and upbeat attitude.
Managing our order fulfillment process. This person will oversee the order fulfillment process and ensure that all customer requests and changes are incorporated into each day’s orders
Participating in Company initiatives and events. The role will encompass other Company-wide tasks including coordinating gifts for fashion influencers and other partners, helping to manage key company relationships, and helping coordinate live events and showroom events as well as working with our showroom manager to coordinate logistics for our VIP Customer Clienteling Program.
Provide excellent customer service by answering incoming phone calls/emails from customers and providing requested information and resolution to questions/issues.
Own all primary customer communication and resolve escalations with autonomy.
Analyze customer response to experiences and resulting performance and utilize internal sales data to identify opportunities for sales growth and better customer experience.
Collaborate productively with cross functional partners (Marketing, Operations, etc.) to drive action and realize goals.
Perform certain ad-hoc functions and reporting to internal customers such as the Merchandise Manager and Corporate Controller.
Willing to work with integrity and do whatever you can personally to help take our rapidly growing brand to the next level!
Inbound customer service experience
E-commerce experience a must
Analytic and process-oriented
Ability to manage to metrics and KPI’s
Strong communication skills
Strong organizational skills
Ability to work in a fast paced environment
DESIRED SKILLS AND EXPERIENCE
Hard working, self-motivated, positive attitude, with a professional demeanor, leadership presence
You must be self-motivated to lead teams to achieve service goals, quick and eager to learn, and driven to achieve high performance standards
Detail oriented, highly organized, able to multi task and prioritize deliverables appropriately to meet deadlines
Creative and innovative problem-solving skills - dissect and determine root causes of problems and implement solutions
Articulate and persuasive communication skills, both written and verbal
Positively influences others to embrace; goal setting, constant learning, changing responsibilities, problem solving, and multitasking
Inspires others to be Creative, Innovative, Energetic, a Problem Solver, and Professionally Assertive
Ability to effectively accomplish and coach others to communicate with all levels of teams, management, and customers verbally and written (English)
Consistently acts and holds others accountable to act with integrity, honesty and caring towards all levels of business partners and customers
Comfortable with learning to work with internal databases
Have a professional attitude, demeanor, and self presentation
Basic Office Functions — Google Suite, E-Mail, Phones, Computers, and Interaction with Management- Type at least 45 Words per Minute
Proficient in Excel
A bachelors degree preferred
2-3 years experience in e-commerce customer service or customer support, retail merchandising, or other relevant experience customer service focused
Sense of humor/great attitude
The position is located at our showroom in the Soho neighborhood, of Manhattan New York.
Full-time status (40/hr)
Competitive Salary, $40,000
Generous company discount
If you are looking for an exciting opportunity, have a commitment to quality, and thrive off working with smart, creative people, send your resume to firstname.lastname@example.org.
Here at Petite Studio NYC, we believe a diverse workplace fosters creativity, is critical to the success of our company, and benefits our communities. We seek to recruit, hire, and promote based on the candidate or employee’s qualifications and merit. No regard will be given to race, religion, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability or any other characteristics protected by applicable law. We are committed to being an equal opportunity employer who provides a respectful workplace for all employees.
Do you know someone perfect for this position? Please introduce or connect us to your friend(s) and if they are hired for the position we will send you a special referral gift as a thank you!