Online Experience Lead

James Perse Enterprises, Inc.; Downey (CA); On-site; USD 33,000 - 44,000; Full time

Job summary

James Perse Enterprises, Inc. in Downey, CA seeks an Online Experience Lead to provide exceptional customer care across phone, email and live chat.

You will collaborate with the Distribution Center and cross-functional teams to ensure a seamless brand experience for ecommerce shoppers. Responsibilities include handling inbound inquiries, processing exchanges/returns, driving sales through proactive outreach, and maintaining accurate order and fraud prevention procedures.

Qualifications

• High School Diploma or equivalent required; Associate or Bachelor's in merchandising or related field preferred.
• Minimum 1–2 years of customer service experience in fashion/apparel; Ecommerce experience highly desired.
• Experience with fashion/apparel customer service and ecommerce is a plus.

Responsibilities

• Field inbound customer service calls to support global ecommerce business and answer questions about orders, products, and website usage.
• Review and respond to incoming customer emails in a timely manner.
• Engage customers via Live Chat with 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 resolutions and following up with customers.
• Document, organize and process customer exchange and returns paperwork.
• Partner daily with Distribution Center to ensure ecommerce order fulfillment remains efficient.
• Manage order processing flow and participate in fraud prevention to release/cancel orders.
• Stay informed about online marketing emails and promotions.
• Identify opportunities and contribute ideas to store process improvement.

Skills

Customer service

Communication

Time management

Multi-tasking

Problem solving

Shopify

MS Office

Education

High School Diploma

Associate or Bachelor’s Degree in Merchandising/Communication

Tools

Shopify

MS Office

Job description

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, Communicationor closely related field or an equivalent combination of education and experience, desired.

WORK EXPERIENCE

• Minimum1-2 years of Customer Service experience in fashion/ apparel industry required;Ecommerce experience highly desired

SPECIAL SKILLS

• MS Office (Outlook, Excel, and Word)
• Highlevel 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 PERSEoffers competitive benefits packages, including health, dental, and vision insurance, life insurance,short-term andlong-term disability insurance,flexible spending accounts,an employee assistance program, paid vacation,paid sick time,a retirement savings planwith company match,and a generous employee discount.

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