Associate, Customer Experience

Job Description As a Customer Experience Associate on our E‑Commerce team, you will engage our customers and provide exceptional service by efficiently and graciously meeting their needs and expectations. You will be the primary contact for online customers, acting as a dedicated sales associate and brand ambassador with direct impact on the department and company’s success. Responsibilities 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, showcasing the Mashburn core values to foster trust and loyalty through all communication channels, including phone and email. Develop an in‑depth understanding of our products and services to offer expert advice, enhancing customer satisfaction and driving sales. Utilize our customer service platform (ZenDesk) and other platforms efficiently, ensuring quick responses to inquiries and regular follow‑ups until resolution, building customer trust. Place online orders, investigate suspicious transactions, process price adjustments as needed, and manage out‑of‑stock refunds and exchanges. Follow brand policies and standard operating procedures to ensure proper issue resolution and communication. Work with various teams (retail, tailoring, design, digital, merchandising) to ensure a consistent brand experience for our customers, resolving issues promptly and sharing new process improvements. Gather and share customer insights with appropriate business areas, acting as our internal voice of the customer. Skills and Qualifications Previous retail sales or other customer service experience preferred. Enthusiasm for menswear and tailoring with knowledge of fabrics, fit, and styling. Driven, resourceful team player with a collaborative mindset and a "no task is too small" attitude. Excellent oral and written communication skills, with the ability to multitask effectively. Strong organizational, outreach, and follow‑up skills, capable of thriving in a dynamic environment. Maintain a positive, gracious, and patient demeanor with every customer. High flexibility and ability to adapt to different customers, with a passion for providing exceptional care. Enthusiastic about growing with the company and demonstrating an entrepreneurial spirit. Ability to work a flexible schedule 9 AM–6 PM, based on business needs, including some Saturdays. Reflect the company’s core values of Hopeful, Helpful, Hardworking, Humble, Honest, Hospitable, and Nimble. #J-18808-Ljbffr Sid Mashburn and Ann Mashburn