Overview
Customer Service Coordinator Jobs in New York, United States at Lizzie Fortunato Jewels
Title: Customer Service Coordinator
Company: Lizzie Fortunato Jewels
Location: New York, United States
Job Description: Customer Service Coordinator
Who We Are: Lizzie Fortunato is a New York City-based accessories brand founded by twin sisters, Elizabeth and Kathryn Fortunato. Lizzie Fortunato sources materials and inspiration from around the globe to create collections that are informed by travel, fine art, and the craftwork of the places they visit.
Who You Are: You are a smart, resourceful, detail-oriented, and solution-oriented individual who thrives in a fast-paced environment. You are kind and welcoming; you will act as the first point of contact for Lizzie Fortunato team members and external visitors, and you represent the Lizzie Fortunato brand with enthusiasm and warmth. You are passionate about the Lizzie Fortunato brand and the impact of small creative companies on the fashion and retail landscape.
Where You Fit In: You report to our E-Commerce Team.
Customer Service
- Respond to customer service emails with a high level of professionalism, enthusiasm, and intelligence about the LF brand and product
- Troubleshoot and resolve all customer issues within 48 hours, escalating VIP and persistent issues when necessary
- Monitor the customer service phone, answering all phone calls and text messages during working hours (and re-directing them accordingly as needed)
- Check voicemails and texts and respond / follow-up accordingly
- Receive all E-commerce repairs and work with the Production team to ensure they are quickly and correctly resolved and returned to customers
- Ensure return outcomes are processed within 1-2 business days of receipt
- Maintain Customer Service SOP and keep it updated to guide all stakeholders in best practices
- Collect customer feedback and proactively share with stakeholders on a regular basis
- Research and stay apprised of best-in-class customer service platforms and technologies and support implementation of new software
In-Person Experiences – Showroom and Beyond
- Own the showroom calendar and all aspects of the showroom customer experience
- Host scheduled and walk-in showroom customers
- Represent the Lizzie Fortunato brand with professionalism, sophistication, and integrity through all customer interactions
- Oversee showroom flips before and after each market week and merchandise the space to LF standards
- Make sure the fridge is stocked, candles are lit, music is on, and requested product is pulled for appointments
- Ensure post-appointment follow-ups are completed (restock sold product, email the customer with any product info they were interested in, etc.)
- Maintain showroom presentation; report any inventory discrepancies as needed
- Initiate transfers into showroom for sold out or new product; ensure showroom is always stocked with the latest collection and signature styles
- Support with bi-yearly showroom cycle counts
- Initiate process changes (and update Customer Service SOP) to ensure showroom experience, selling potential, inventory efficiency and accuracy are optimized
- Analyze showroom sales and share highlights (around sales, customer shopping patterns, and customer feedback) with the digital team in weekly meetings
Customer Loyalty, VIP Clienteling, and LF Community
- Act as the LF customer liaison and support the E-Commerce Associate with everything “customer experience.”
- Bring key findings and takeaways (around customer experience, pain points, product and design requests) to relevant stakeholders in focused decks
- Recommend strategies for post-purchase retention (online and in-person) and conversion and regularly update related SOP
- Work collaboratively with E-Commerce Associate, Brand, and Marketing to test and implement best practices around customer experience and retention
- Identify opportunities to build customer loyalty (via current loyalty program and other initiatives)
- Work collaboratively with Brand and Marketing to build LF community
- Perform routine peer research and stay up to date with industry news to ensure Lizzie Fortunato is best in class and at the forefront of new technology and ideas
Reception
- When needed, act as office “receptionist” by:
- Buzzing up all visitors and greeting them in the Lizzie Fortunato lobby
- Keeping front of office clean and tidy: ensure front entrance and administrative area / showroom are always “visitor ready” with fresh flowers, beverages in the refrigerator, candles lit, etc.
- Distributing all packages to the correct recipients real-time so they do not linger in the lobby
Requirements
- Minimum 1 year of professional, industry-relevant work experience
- Prior sales and clienteling experience required
- Professional demeanor and strong communication skills a must
- Strong ability to multitask and prioritize a diverse task list; excellent time management
- Ability to problem solve and complete responsibilities efficiently and accurately
- Fluency with Basecamp (project management software) a plus
- Experience with Shopify, Klaviyo, Loyalty Lion a plus
- Friendly, upbeat, “can-do” attitude
Details
- Salary: $55-$65k based on experience
- Full healthcare coverage
- 401k inclusion (with employer contribution of 3% of your salary) after 1 year
- Life Insurance
- Generous PTO
- Employee Product Allowance
- Employee Continuing Education Budget
- Opportunities for growth; year-end bonuses; and regular annual raises
