1. Manage customer experience requests end-to-end including, but not limited to, order status updates, damages, and returns in an organized and timely fashion
2. Ensure that all customer inquiries, via telephone, email, or in person are being responded to in a manner reflective of the brand, and in accordance with brand established processes and procedures
3. Work cross-functionally to answer and process customer inquiries alongside Product Design, Production, Digital and Fulfillment
4. Facilitate the brand client experience and become an expert on educating clients on each product's story and details
5. Own and update weekly customer experience reporting and distill action items and highlights for management
6. Attend meetings, participate in product trainings, share information amongst peers and utilize the web and catalog to foster constant growth of product knowledge base
7. Collaborate with fellow associates and promote a positive team spirit
Ideal Experience 1. 2+ years in retail sales or customer success experience, ideally in luxury furniture/interior design 2. Ability to identify client needs, problem solve and understand/explain product features and benefits 3. Highly organized and able to prioritize in a fast paced environment 4. Independent but knows when to leverage management for complex issues and prioritization 5. Outstanding customer service skills and problem-solving ability 6. Professional phone & email etiquette 7. Capable of learning new systems quickly 8. Netsuite and/or Zendesk experience a plus