Job description
About Us:
Centric Brands is a leading lifestyle brand collective that designs, sources, markets and sells high quality products in multiple segments, including women’s, men’s and kid’s apparel, accessories, entertainment and beauty. Centric Brands is focused on our customers and our brands that will drive the company’s future growth. We are defined by innovation as we seize new opportunities and thrive in an environment informed by creativity and thinking that is both analytical and outside the box. Centric Brands reflects a team built on respect, for others and for the hard work it takes to achieve our goals and build our bright future together.
eCommerce
Key responsibilities Customer Service:
Be part of our growing community by getting involved with groups, teams and initiatives like Be Green, Be Giving, and Be Celebrated.
Centric Brands is an Equal Opportunity Employer
#LI-Hybrid
Centric Brands is a leading lifestyle brand collective that designs, sources, markets and sells high quality products in multiple segments, including women’s, men’s and kid’s apparel, accessories, entertainment and beauty. Centric Brands is focused on our customers and our brands that will drive the company’s future growth. We are defined by innovation as we seize new opportunities and thrive in an environment informed by creativity and thinking that is both analytical and outside the box. Centric Brands reflects a team built on respect, for others and for the hard work it takes to achieve our goals and build our bright future together.
eCommerce
At Centric Brands, non-stop innovation drives our success every day. Our e-comm team works to develop and implement a full range of eCommerce growth strategies across the Centric Brands platform, from owned and branded eCommerce sites like Joe’s, Hudson, Robert Graham and Herve Leger, to major retail names such as Amazon. You’ll be part of a team challenged to build a robust eCommerce presence and achieve long-term growth goals for one of the world’s premier lifestyle brand collectives.
Specific Responsibilities Would Include:
We are looking for a Customer Service Coordinator to join our New York office. In this role, you will be responsible for communication with customers about issues and inquiries related to the Joe’s Jeans and Zac Posen websites. The ideal candidate will lead the charge in maintaining excellent customer service levels for the omnichannel shopping experience. This role will also partner with Operations and Logistics on web and inventory management to maximize revenue. An exciting opportunity to shape the future of a growing team!
Key responsibilities Customer Service:
- Assist customers with E-commerce orders, returns, exchanges and respond to all customer inquiries via email and phone
- Review customer complaints and track complaint resolutions. Resolve complex and escalated customer service issues
- Keep an ongoing template of Customer Service responses to customers, so we know how to respond to every situation. Continuously update case templates for improvements
- Create processes and policy documents for seasonal help to adhere by
- Track lost packages, submit and follow through on FedEx claims
- Follow up with warehouse of any pending issues from the customer. Ensure the warehouse responds and resolves.
- Partner with Operations Manager and Logistics Team to ensure the warehouse is meeting Service Line Agreements with orders and return orders
- Work with warehouse on issues with return ASNs
- Manage customer service workflows and continuously think of customer service improvements. Stay on top of popular issues from customers and how we can improve
- Take initiative on product and size details, engage customer, recognize appropriate up-sell opportunities (i.e. inseam length, which size they should order, look in store, call store)
- Assist with Fraud Management and Chargebacks as needed
Key responsibilities Web and Inventory Management:
- Support additional areas of the E-commerce business including, but not limited to operations, merchandising and QA efforts.
- Assist with the activation and receiving of new products on website, including categorization and merchandising
- Assist E-commerce team with online merchandising, site navigation and ongoing QA on the website
- Assist with product markdown and promo process
- Partner with the Distribution Center and Logistics Team to troubleshoot issues as needed
- Must have excellent interpersonal and communication skills, both written and verbal
- 3 years relevant experience in e-commerce, online retail or project management
- Shopify or similar CMS experience preferred
- Candidate must be motivated, patient, consistent and be exceptionally detail-oriented
- Must be able to work in a team environment, but also be a self-starter who works and solves problems independently
In return, we provide an industry-competitive salary, along with a comprehensive benefits plan (medical, dental, vision) that includes a matching 401 (k), Summer Fridays, generous PTO, merchandise discounts, excellent career development opportunities, and a work environment that reflects our industry leadership. Our social impact program, Centric Cares, focuses on volunteerism to make a difference in communities we live and work in and our D&I committee is shaping the future of diversity, equity and inclusion at Centric Brands though workshops, resources and inspiring conversation.
Be part of our growing community by getting involved with groups, teams and initiatives like Be Green, Be Giving, and Be Celebrated.
Centric Brands is an Equal Opportunity Employer
#LI-Hybrid
#LI-JE1
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