Associate, Customer Experience

Sid Mashburn and Ann Mashburn; Atlanta (GA); On-site; USD 36,000 - 48,000; Full time

Job summary

Sid Mashburn and Ann Mashburn is seeking a Customer Experience Associate for our E-Commerce team in Atlanta, GA. You will engage customers, provide exceptional service, and act as a brand ambassador, ensuring seamless operations across online channels.

As the primary contact for online customers, you will build rapport, develop product knowledge, and collaborate with cross-functional teams to maintain a consistent brand experience. This onsite role emphasizes customer care and sales support.

Qualifications

• Previous retail sales or customer service experience preferred.
• Enthusiasm for menswear and tailoring; knowledge of fabrics, fit, and styling.
• Problem-solving, resourceful team player with a collaborative mindset.
• Excellent oral and written communication, with ability to multitask.
• Strong organizational, outreach, and follow-up skills in a dynamic environment.
• Maintain a positive, gracious, and patient demeanor with customers.
• Adaptability to different customers with a passion for exceptional care.
• Entrepreneurial spirit and eagerness to grow with the company.
• Ability to work a flexible schedule including Saturdays.
• Honesty, helpfulness, humility, and nimbleness aligned with brand values.

Responsibilities

• Provide above-and-beyond, memorable customer service in every interaction.
• Establish rapport with customers via phone and email to foster trust.
• Develop in-depth product knowledge to offer expert advice and drive sales.
• Utilize ZenDesk and other platforms for timely responses and follow-ups.
• Place online orders, investigate transactions, process refunds and exchanges.
• Follow brand policies and standard operating procedures.
• Collaborate with retail, tailoring, design, digital, and merchandising teams.
• Share customer insights with appropriate business areas.

Skills

Retail experience

Customer service

Menswear passion

Problem solving

Communication

Organization

Customer focus

Adaptability

Entrepreneurial spirit

Schedule flexibility

Core values

Job description

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 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. This role is onsite in Atlanta, GA.

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.
• Compensation will be based on relevant experience and required skills for the role