Customer Experience Coordinator

About the Role

SIMONMILLER is currently looking for a dedicated and detail-focused Customer Experience Coordinator to join its evolving Ecommerce team. This role is customer-facing and perfect for someone who loves fostering connections and providing outstanding service. As a representative of the brand, you will ensure that every customer interaction embodies the essence of the SIMONMILLER brand while offering personalized and thoughtful assistance.

Key Responsibilities

• Provide superior customer support through multiple channels such as email, chat, and text with professionalism, warmth, and efficiency.
• Handle customer queries concerning orders, shipments, returns, exchanges, product details, retail locations, and general brand-related questions.
• Take full ownership of customer issues from start to resolution, ensuring timely and effective follow-ups.
• Manage operational tasks related to customers including cancellations, returns, refunds, replacements, and other order changes.
• Collaborate cross-functionally with Operations, Retail, Fulfillment, and Ecommerce teams to resolve order discrepancies.
• Assist retail stores with customer order inquiries and requests spanning multiple sales channels to deliver a seamless customer experience.
• Address escalated concerns empathetically and professionally, focusing on solutions.
• Maintain and regularly update customer-facing materials such as FAQs and support documents.
• Track and analyze customer feedback and recurring issues, providing insight to enhance the customer journey.
• Support customer experience reporting on metrics like response times, satisfaction, reasons for returns, and ticket trends.
• Offer suggestions to improve communication with customers, internal guidelines, and support workflows.
• Work alongside the Customer Experience Supervisor on additional projects and initiatives as required.

Qualifications

• Possess a bachelor's degree or have 1 to 2 years of experience in customer service, retail, or ecommerce.
• Exhibit outstanding written and verbal communication abilities.
• Demonstrate strong organizational skills with keen attention to detail.
• Maintain a positive, customer-focused approach and eagerness to learn.
• Capable of managing multiple priorities efficiently in a fast-changing work environment.
• Possess solid problem-solving capabilities and good judgment.
• Eagerness to adapt to new technologies and proficiency with multiple software systems.
• Experience using Shopify, Gorgias, or comparable platforms is advantageous.
• Background in fashion, luxury goods, or premium retail sectors is a plus.

Benefits and Additional Information

SIMONMILLER provides a comprehensive benefits package that includes a hybrid working arrangement, clothing allowance, complimentary office meals, health coverage encompassing medical, dental, and vision, a 401(k) retirement plan, and paid leave time.