Customer Experience & Operations Associate

AERIN is seeking a detail-oriented, and dedicated Customer Experience & Operations Associate who will manage the communication and operational processes related to customer and trade inquiries for AERIN.Com. The Customer Experience & Operations Associate will work to build and enhance relationships with our customer base to improve retention, customer lifetime value and contribute to the ecommerce revenue target. will also serve as a key partner and liaison to cross-functional team leads (e.G., eCommerce, Logistics, Finance, Production, 3rd party vendors) to resolve customer issues in a timely manner and devise solutions to improve the customer experience on AERIN.Com.

Customer Service

• Deliver a superior and personalized level service to all customer inquiries.
• Field customer inquiries via email, phone, and chat. Actively troubleshoot and provide resolutions to customer inquiries in an efficient manner with a courteous tone that is representative of the AERIN.Com brand.
• Identify and communicate opportunities and customer feedback to help the brand continuously improve the customer experience.
• Provide a luxury experience, developing relationships with VIP clients and proactively clientele utilizing in-depth product knowledge to deliver an exceptional customer experience and to achieve and exceed sales targets via the customer service channel.

Operations

• Operate multiple systems and software applications simultaneously to support processes related to customer service, including the eCommerce platform, payment processor, and order management system.
• Manage sales orders, on a daily basis;
  partner with the Logistics team and 3rd party Vendors on processing, shipping, returns and cancellations.
• Manage and execute processes related to customer order inquiries, including account creation, inventory checks, product insights, backorder status, order placement, and fraud management.
• Manage and execute processes related to post-purchase issues, such as order status, returns and refunds, and chargebacks.
• Manage operational communication with 3rd party vendors regarding shipment tracking, returns, and damages.
• Manage White Glove Delivery program by serving as a liaison between customers and Logistics to ensure proper communication for prompt delivery.
• Manage fraud management and charge back investigations and analytics
• Assist with manual order processing as needed during peak seasons.
• Responsible for receiving, tracking, label creation and sending orders to clients.
• Manage order trackers (Personalization, Damages, Refund Errors, etc.)

Trade Program Management

• Manage communication and inquiries with trade program members, including inventory availability and projected lead times.
• Collect relevant documentation from designers for trade program approval and manage designer discount program.
• Recruit new designers to the program through strategic outreach and communication
• Additional tasks as assigned.

Desired Skills and Experience:

• Customer service experience in ecommerce luxury retail or a related industry preferred.
• Comprehensive understanding of luxury clientele and communication.
• Strong communication skills with a proactive, entrepreneurial attitude.
• Ability to multi-task with strong organizational skills.
• Ability to work independently to resolve complex and/or escalated situations.
• Demonstrate the ability to work under pressure and diplomatically address challenging situations.
• Ability to take initiative, ownership and accountability.
• Strong sense of teamwork, ability to multi-task and manage priorities with ease.
• Willingness and ability to work outside of normal business hours as needed.
• Proficient in MS Office including MS Excel.
• Experience with Netsuite, Gorgias, Salesforce Commerce Cloud, Braintree, Magento, or similar technologies preferred.
• Bachelor’s degree and/or equivalent professional experience.

About AERIN

AERIN is a global luxury lifestyle brand inspired by the signature style of its founder, Aerin Lauder. Based on the premise that living beautifully should be effortless, the brand develops curated collections in the worlds of beauty, fashion accessories, and home décor. With a passion for art, travel, fashion, and design, Aerin's own lifestyle serves as a focal point of inspiration for the brand. Classic, but always with a modern point of view, every piece is created to make life more beautiful, with a sense of ease and refinement.