What are the responsibilities and job description for the Customer Experience Specialist position at State and Liberty Clothing Co.?
Overview
State and Liberty is an athletic fit, performance fabric menswear brand that caters to a niche customer base in the ready-to-wear and made-to-measure clothing market. Our mission is to provide those with an athletic build the fit and feel they deserve in their dress clothing. We provide a wide range of clothing but ultimately focus on men’s suiting and shirting.
Position Overview
The Customer Experience Associate is responsible for aiding the Customer Service Manager in all aspects of State and Liberty's customer experience. This role also is responsible for utilizing customer interactions as a revenue-generating and customer retention channel completed through handling all VIP customer inquiries, custom order logistics and follow-ups, and additional sales initiative's.
Your day-to-day responsibilities will primarily focus on email-based customer service and customer outreach and assistance in warehouse coordination and daily operations involvement. This role directly supports the company at large and works hand-in-hand with the Customer Service Manager.
The ideal candidate must be highly motivated and able to work in a fast-paced environment. The candidate must be a resourceful, dynamic, hard-working person that is ready to have an immediate impact on supporting and growing the company. This position will be exciting, challenging, urgent, and rewarding on a daily basis. This position is a great first role within a rapidly growing startup with room for advancement as the company grows.
Work Location: This role will be based out of the headquarters in Ann Arbor, Michigan.
Responsibilities:
- Manage a large number of incoming emails and respond to customer service issues in a timely manner
- Work hand-in-hand with the customer service manager to deliver the highest level of customer service with a customer-first mentality
- Deliver a comprehensive service to enquiring customers, providing help and advice to customers using the company’s products and services
- Drive sales through special project initiatives by building rapport with customers.
- Utilize effective customer service procedures, policies, and standards
- Investigate and solve customers' problems, which may be complex or long-standing issues.
- Assist in managing ambassador program and ambassador check-ins
- Consistently learn about the organization's products and/or services and keep up to date with changes
- Communicate with customer service manager management team to direct and confirm the execution of company mission
Work Expectations:
- We own our business. We all have the opportunity to carve out a section of the business that they own. With this, we take full responsibility and accountability for our own business.
- We get comfortable in the chaos. “If everything seems under control, you just aren’t moving fast enough.” - Mario Andretti. We are a growing company and at times the pace may seem overwhelming, but we push ourselves to find comfort in the chaos.
- We are accountable for our actions and for what we say. We do what we say we will do, when we say we'll do it. If we cannot keep our promise, we will do what it takes to create a new plan of action. When we take on a project or an issue, we see it through to the end.
- We take action. We are the ones that take action, we are not the ones who talk about the person that is taking the action.
- We encourage, initiate, and embrace change. We question everything and if we feel that something can be improved, we propose it and initiate it. If we are not always changing and looking to be better, we are not adequately doing our job.
Compensation Expectations:
- Competitive salary
- Bonus potential
- Opportunity to be an early member at a people-centric, fast-growing startup
Job Type: Full-time
Shift:
- 8 hour shift
- Day shift
Weekly day range:
- Monday to Friday
Job Benefits:
- Comprehensive health insurance package with an employer contribution
- 401K available after 1 year of employment
- Employee Discount
- Opportunity to be a critical member at a people-centric, fast-growing company
