Customer Experience Coordinator

We are looking for a remote Luxury Beauty Customer Experience Coordinator for a major beauty company in NYC!. The Customer Experience Coordinator is responsible for 2nd level escalations support to resolve customer issues, monitor call volume, upsell/cross-sell/advise on products where appropriate and connect with customer contacts (via email, chat, voice) to ensure delivery of customer service levels are achieved in accordance with the brand’s customer satisfaction philosophy. This role also supports Customer Service objectives through monitoring third party customer service vendors and helps develop our long-term training strategy. This position will remote.

• Pay Rate: $24/hour
  
  
  

Responsibilities:

• Manages escalations to ensure consistent application of customer service philosophy and accuracy of customer service processes across all channels
• Participate in weekly JIRA Managed Services calls and UAT monthly sprint tickets
• Monitor warehouse outbound activity and ensure timely shipment by analyzing alerts and exceptions in Sterling OMS
• Serves as 2nd level escalation support to resolve customer issues for Customer Service
• Acts as a L2/VIP customer resource and a guide for the external call center agents regarding new products, colors, ingredients, inventory (out of stock, backorders), price and shipping
• Builds strong cross functional relationships with internal and external business partners and customers
• Ensures customer escalations are handled expeditiously and that all customer complaints are addressed quickly and appropriately with Customer Service Vendor
• Analyzes and reports all escalations team performance metrics
• Determines areas of improvement and implements strategic plans for meeting, maintaining, and exceeding service levels
• Leads by example in all quality and calibration meetings to help create the ultimate brand experience
• Educate Beauty Advisors at our call center and ensure they are using all available tools on an ongoing basis
• Reinforce and support training within system platforms (OMS, Salesforce Service Cloud) as well learning apps and desktop tools
• Ensure that the client experience consistently meeting SHISEIDO Americas standards through coaching and role-modeling of desired behaviors
• Work side by side with brands to identify site wide opportunities to elevate the customer experience and sales
• Analyzes and tests new customer service tools (e.g. Salesforce Service Cloud, chatbots) for development and/or disconnects in performance
• Partners with Manager, Customer Experience on execution of special projects as needed
• Assists in 1st level vendor support and training as needed
  
  
  

Required Qualifications:

• HS diploma or equivalent required
• 2+ years of retail or customer service experience in a call center environment
• Previous supervisory experience preferred
• Salesforce Service Cloud experience preferred
• Flexibility with respect to working hours, including evenings and/or weekends/holiday periods
• Strong conflict resolution skills to resolve customer issues
• Excellent oral and written communication skills
• Collaborative and solution oriented
• Excellent multi-tasking, time management and organizational skills
• Ability to influence others and sales experience is a plus
• Ability to work in a fast-paced environment with a sense of urgency and strong prioritization skills
• High proficiency with computer systems and software applications, including Excel and Microsoft suite
• Experience working with OMS, WMS, Salesforce, CRM tools and other digital and ecommerce software
  
  
  

If you meet the required qualifications and are interested in this role, please apply today.

The Solomon Page Distinction

Solomon Page offers a comprehensive benefit program for hourly employees. We pride ourselves on offering medical, dental, 401(k), direct deposit and commuter benefits to our employees, including freelancers - which sets us apart in the industries we serve.

About Solomon Page

Founded in 1990, Solomon Page is a specialty niche provider of staffing and executive search solutions across a wide array of functions and industries. The success of Solomon Page reflects an organic growth strategy supported by a highly entrepreneurial culture. Acting as a strategic partner to our clients and candidates, we focus on providing customized solutions and building long-term relationships based on trust, respect, and the consistent delivery of excellent results. For more information and additional opportunities, visit: solomonpage.com and connect with us on Facebook, and LinkedIn.

Opportunity Awaits.