Assouline is the first luxury brand in the world that uses books as a medium. For the past fifteen year, Assouline Publishing has created fine illustrated books dedicated to fashion, photography, art and design. Renowned for our highly original graphic concept, Assouline books are works of art that capture culture and bring it to life. The spirit and savior faire of these works have contributed to the creation of a unique and electic, chic, and elegant brand that is immediately identifiable. Today, Assouline publications', special editions, and gift items can be found around the globe.
Assouline Publishing is seeking a Customer Service Coordinator who will provide first level customer support to external and internal clients.
ESSENTIAL JOB FUNCTIONS
- Manage customer inquires via e-mail and instant chat within the company’s SLA
- Direct customers to the proper department based on the buying channel (wholesale/retail)
- Answer phone calls in a professional and cordial manner
- Listen to voicemails and follow up with customers in a timely manner
- Action any requests made by customers within company policy
- Respond to and action any emails received from warehouses regarding the shipment of customer’s purchases
- Ensure that all tickets are tagged properly within Gorgias
- Maintain and update internal return and replenishment tracker
- Generate weekly and monthly reports on customer service data from Gorgias and other customer service channels
- Ensure that all return authorizations are processed before the end of the month
KNOWLEDGE, SKILLS & ABILITIES
- Proficiency in Excel and OMS/WMS
- 3-5 years of high-level customer service experience, preferably in the luxury retail space
- 1+ years of experience in Shopify, NetSuite, and Gorgias
- Ability to learn quickly and apply systems capabilities
- Ability to identify trends and solve problems
- Demonstrated ability to anticipate and communicate potential issues
- Demonstrated ability to communicate regularly across teams, as well as with customers and business contacts in a courteous and professional manner
You will thrive in this role if you are:
- Motivated – you bring energy to work. You are prepared and excited to maximize your contribution every day.
- Inquisitive – you ask questions to learn the ins and outs of the industry, and you ask yourself what you can be doing better so that you are always growing.
- Detailed – you can deliver accurate details even when you’re dealing with a variety of tasks every day.
- Problem Solver – you are adept at breaking problems down, finding creative solutions, and communicating them effectively.
Assouline is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.
