St. John Knits

POSITION SUMMARY STATEMENT The Customer Service Representative (CSR) will provide professional and consultative customer support for company website transactions through inbound calls, outbound calls and email correspondence. Utilizing strong communication skills and problem solving skills, the CSR is responsible for answering questions and resolving issues relating to customers' orders/returns and accounts, website content, St. John company information and policies, and other aspects of the customer experience. The ideal candidate is engaging, client centric focused, solution oriented, and committed to providing world class customer service. ESSENTIAL DUTIES AND RESPONSIBILITIES Respond, answer and resolve all customer comments, inquiries and concerns Provide St. John company information in terms of operations, policies, and store locations Assist customer in buying decisions (offer product knowledge, upsells and appropriate wardrobe/ accessory options) Engage with customers in ways that make the experience more personalized to gain trust and build better relationships Partner with warehouse/order fulfillment team for customer and fulfillment related needs Identify and communicate trends and improvements which could help drive SJK.com business Maintain an in-depth knowledge of products and sales techniques, become a product expert Troubleshoot customer problems encountered within the digital self-service experience Works closely with appropriate departments to resolve customer-facing issues Solicits customer feedback to improve service and SJK.com shopping experience Advise company on the most current Ecommerce customer service trends Work with Ecommerce team on related initiatives and activities as needed ADDITIONAL RESPONSIBILITIES: Customer service oriented and solution focused Ability to apply empathy in customer contact situations while adhering to St. John policies Ability to utilize multiple resources and computer platforms simultaneously to assist customers Ability to independently apply strong analytical, problem-solving and decision-making skills Ability to communicate clearly and professionally with customers and coworkers both verbally and in written communication Ability to comprehend and apply a broad knowledge of policies, procedures and systems Strong computer proficiency, including Microsoft Word, Excel, and Outlook. Ability to learn and integrate with new computer applications Demonstrates high level of quality work, attendance and appearance Adheres to all Company Policies & Procedures and Safety Regulations Adheres to local, state, and federal laws Additional responsibilities assigned by supervisor related to your position/department Ability to be flexible and willing to work extended hours and occasional weekends when necessary SUPERVISORY RESPONSIBILITIES This position does not have supervisory responsibilities ORGANIZATIONAL RELATIONSHIPS Interacts with various levels throughout organization including employees and outside vendors MINIMUM QUALIFICATIONS: The following are the minimum qualifications which an individual needs in order to successfully perform the duties and responsibilities of the position. COMPETENCIES: Professional verbal Communication Excellent written Communication Strategic Problem Solving Strong attention to detail Decision Making Interpersonal Skills Multi-tasking Skills Self-Motivated Results Oriented Organization Adaptability Time Management Teamwork Clienteling EDUCATION/EXPERIENCE: Bachelor's Degree is preferred Minimum 1 year retail apparel sales experience; Women's luxury brand a high plus 1-2 years of Ecommerce call center experience strongly preferred Knowledge of order management skills beginning from placement of order to delivery Knowledge in Ecommerce fulfillment (process and shipping) Highly proficient in: Microsoft Office Programs (Outlook, Excel, Word & PowerPoint) Live Chat experience a plus Magento experience preferred UPS software experience a plus Ability to manage multiple programs simultaneously while communicating with clients Additional language capabilities are a plus (e.g., Spanish, Chinese) PHYSICAL DEMANDS: In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to allow differently-abled individuals to perform the essential functions of the job. · Required to lift, move and carry up to 20 pounds · Ability to read, count and write accurately to complete all documentation and reports · Must be able to see, hear and speak in order to communicate with employees and other customers · Specific vision abilities include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus · Manual dexterity required using hands to finger; handle, feel and type; reach with hands and arms