Part Time Customer Experience Associate

Buckmason; Los Angeles (CA); On-site; USD 48,000 - 72,000; Full time

Benefits offered by this job

Health, dental & vision insurance

Fitness & wellness benefits

401k retirement savings plan with 100%

Quarterly clothing allowance

Job summary

Buck Mason is hiring a Customer Experience team member in Los Angeles to drive positive interactions with customers and uphold brand standards. You will collaborate with technology, product, retail, and online teams to refine processes and deliver exceptional service.

The role emphasizes problem solving, data analysis with Excel/Sheets, and policy development with leadership. On-site at our LA office, with benefits supporting health, wellness, and professional growth.

Qualifications

• Experience in customer service, preferably on-site in LA.
• Strong written and verbal communication skills.
• Ability to analyze data using Excel or Google Sheets.
• Familiarity with shipping, returns, and order processes.

Responsibilities

• Serve as the first contact for customers via phone, email and live chat.
• Solve problems quickly for deliveries, transactions and experiences that deviate from plan.
• Offer fit and style advice based on product knowledge.
• Track and analyze data using Excel/Sheets for routine orders.
• Measure customer experience metrics and satisfaction.
• Understand shipping, fulfillment and returns to process orders efficiently.
• Partner with leadership to create new policies and retention initiatives.
• Demonstrate strong organizational and project management skills.
• Adapt to a fast-changing environment with a flexible mindset.
• Ensure grammar accuracy in communications.
• Collaborate with teams to grow with Buck Mason.

Skills

Customer advocacy

Leadership

Data analysis

Problem solving

Tools

Excel

Google Sheets

Job description

Here at Buck Mason, we're committed to providing our customers with the an extraordinary shopping experience from start to finish. As a Customer Experience team member you will play a critical role in turning our customers into promoters while scaling and improving our daily operations.The ideal candidate is a driven, results-oriented, self-directed and strategic customer advocate. This person is obsessed with creating a unique interaction between each customer and the Buck Mason brand.

You’ll work closely with technology, product, retail, and online teams to implement, maintain and, most importantly, improve processes and systems that innovate the customer experience and e-commerce industry.

• Serve as the first contact and on-call resource for all customers via phone, email and live chat
• Quickly and accurately problem solve for any customer deliveries, transactions and experience that don't go 100% as planned
• Understand our styles and technology inside and out in order to offer fit and style advice tailored to each customers needs
• Use Excel and Google Sheets to track and analyze data for routine problem orders
• Analyze appropriate metrics for measuring customer experience, engagement and satisfaction.
• Understand our shipping, fulfillment and returns procedures from start to finish to help process all customer orders as efficiently as possible.
• Partner with leadership team to create and execute new policies, procedures and client retention initiatives.
• Strong leadership, organizational, administrative and project management skills.
• A creative problem solver that looks for new solutions versus the status quo.
• Flexible and resilient, comfortable with ambiguity, adaptable to a fast changing environments.
• You're serious about your grammar. The difference between you're and your matters to you.
• Looking for passionate academics looking to grow with us.
• Ability to work on-site at our Los Angeles office.
• Health, dental & vision Insurance
• Fitness & wellness benefits
• 401k retirement savings plan with Company matching
• Quarterly clothing allowance

Founded in 2013 by Sasha Koehn and Erik Allen Ford, Buck Mason makes simplified clothing for the modern man. At the heart of everything we do is the unclouded California ethos of quality, restraint, and integrity. We take iconic pieces and reconstruct them in hard-wearing fabrics, with timeless details, and the perfect fit. Our goal is to offer fashion that is less complicated, building pared-down essentials that live beyond a single season. With its corporate offices headquartered in Los Angeles, Buck Mason's retail footprint extends from sea to sea, through e-commerce and brick-and-mortar locations in Los Angeles, San Francisco, New York, Brooklyn, and more.