What are the responsibilities and job description for the Customer Experience Fragrance Concierge (p/t) position at The Maker?
The Maker is hiring a highly motivated and detail-oriented part-time Customer Experience Fragrance Concierge to support our online customers while ensuring smooth and accurate order fulfillment. This role is ideal for someone who enjoys providing exceptional customer service and takes a hands-on approach to managing e- commerce orders, including picking, packing, and shipping. The position demands strong multitasking abilities, attention to detail, and excellent communication with internal teams and external customers.
Responsibilities
Customer Experience (CX) Support
- Maintain a customer-first mindset by proactively identifying areas to improve online experience.
- Respond to customer inquiries via email, chat, and other portals in a timely and professional manner.
- Assist with order-related issues, product questions, returns, and exchanges.
- Process refunds, replacements, and store credits according to company policies.
- Handle charge disputes and escalate when necessary.
- Monitor and respond to online reviews and customer feedback.
- E-Commerce Order Fulfillment & Shipping
- Pick, pack, and ship e-commerce orders accurately and efficiently.
- Ensure all shipments meet company packaging and branding standards.
- Generate and print shipping labels, invoices, and packing slips.
- Coordinate carrier pickups and monitor tracking updates.
- Monitor inventory levels and flag discrepancies.
- Assist in processing returns and restocking returned merchandise.
- Additional Responsibilities
- Maintain a clean, organized, and safe workspace.
- Update customer records and order statuses within the e-commerce system.
- Report recurring customer concerns or trends to help improve processes.
- Assist with special fulfillment projects such as promotional sets, retail orders, or influencer/PR shipments.
Qualifications
- 2 years of experience in customer service, e-commerce, or order fulfillment preferred.
- Strong written communication and problem-solving skills.
- Familiarity with platforms like Shopify or WooCommerce is a plus.
- Experience with shipping tools (e.g., ShipStation, Shippo) is a bonus.
- Able to lift and move packages as needed.
- Highly organized and capable of multitasking in a fast-paced environment.
- Collaborative team player with a proactive mindset.
ABOUT THE MAKER
The Maker is a lifestyle fragrance brand that started as a hotel. The Maker fuses a bohemian sensibility with sustainable practices to create a complete transportive experience. The scents and spaces awaken the senses, inspiring you to become the maker of your sensuality.
Founded by Lev Glazman and Alina Roytberg, co-founders of global beauty brand Fresh, they leveraged their entrepreneurial and visionary prowess to their next act - opening The Maker in 2020. Harnessing their unique sensibility, vision and know-how, Lev and Alina are again disrupting the industry by fusing fragrance, hospitality, and lifestyle into a brand never seen before.
The Maker has a Hotel based in Hudson, NY, a Shop in Chelsea, NYC, and The Maker Fragrances are sold on shop.themaker.com, Sephora.com, goop, Bergdorf Goodman, Bluemercury, and other independent stores