Job Description
ABOUT US:
Marcella is a fast-growing, impact-driven DTC e-commerce brand selling designer minimalist fashion for women. NYC designed and European handcrafted, we are a next generation 1-for-1 brand where every major facet of our company’s operation (beyond just the impact action with each sale) benefits a mission - in our case, advancing women and girls globally. Over the past 18 months, we have experienced a 700%+ growth in our revenue and our goal is to support 13.5 million school days for girls in need by the year 2024.
ABOUT THE ROLE:
Marcella is looking for a motivated full-time Customer Experience (CX) Specialist to join our Northampton, MA team. As a Marcella brand ambassador, you will be responsible for providing superior, professional, and personalized assistance that enhances and reinforces Marcella’s positive relationship with its customer base. This role reports directly to Marcella’s Head of Customer Experience and will join a growing team of three dedicated customer service professionals managing all pre-sale and post-sale customer inquiries via available support channels (email, social media, website chat, SMS, and soon phone and more robust SMS support).
If you’re passionate about fashion and an energetic and self-motivated individual who is excited about continuing to help develop a brand of which its employees and customers are supremely proud, this is the position for you!
WHAT YOU’LL DO:
- Act as a company ambassador by delivering exceptional customer service and support, utilizing strong written and verbal communication skills
- Field inbound customer service inquiries through our streamlined CRM and other communication channels to support Marcella’s global e-commerce platforms
- Provide articulate, professional, and informed assistance to answer questions about product details, styling recommendations, online order status details, loyalty program membership, and general policies
- Review and effectively respond to incoming customer inquiries in a timely manner
- Engage customers through live website chat and social media communication by providing informed product knowledge, style/seasonal recommendations, and required support as needed
- Assistance in the oversight of communication channels platforms to ensure timely response to customer inquiries and Marcella communication standards are met
- Go the extra mile with thoughtfulness and thoroughness to build a positive relationship that upholds Marcella’s brand pillars while surprising and delighting the customer
- Drive sales through involvement in pro-active live chat campaigns and outreach programs
- Provide accurate, valid, and complete information while efficiently handling customer complaints to provide appropriate solutions, alternatives, and follow-up to ensure resolution
- Maintain a positive and proactive attitude––kindness is at the heart of our customer service philosophy and a part of all Marcella communications
- Document, organize, and process actions using internal standard operating procedures as needed
- Partner as needed with the production and fulfillment team to ensure order fulfillment remains efficient
- Stay well-informed about the company’s collection launches, online marketing emails, sales, and other promotional activities
- Meet personal and customer service team targets and goals
- Communicate as an active and valued member of the CX team
- Other duties as assigned
WHAT YOU’LL HAVE:
- A completed university degree
- You should have at least 3+ years of related experience; experience in fashion, beauty, or premium e-commerce consumer brands preferred
- Excellent written and verbal communication skills
- Superior organizational skills, with the ability to project manage time-sensitive requirements and to be solutions-focused
- Proficiency in Microsoft Suite and Google Suite
- Basic knowledge of social media platforms
- Experience with Etsy and Shopify is preferred
- Experience CRM systems and best practices is a plus
- The ability to interact with even the most challenging individuals while still maintaining a strict level of professionalism, poise, patience, and positivity
- The drive to be proactive and to handle uncertainty, ambiguity, and the challenge of quickly and creatively solving problems
- Operate with exceptional attention to and eye for detail
- Have a strong ability to follow and reference standard operation procedures, communication procedures, guidelines, and policies
- Adaptable and flexible team player ready to accept coaching and feedback from colleagues
- Clear and open communication with your teammates
- Aptitude to learn quickly and operate new software and other technology applications
ADDITIONAL DETAILS:
- Full-time position (40 hours per week); salaried
- Weekly schedule of 5 days per week; including some weekends and holidays
WE OFFER:
- A dynamic start-up environment where you can have a significant impact
- Opportunity to join committed, growing global 50+ person team of industry professionals
- Not a single boring day on the job
- 401(k), Dental Insurance, Health Insurance, Paid time off
- Excellent and fulfilling working conditions
- We are proud to be an equal opportunity employer that values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status
We look forward to the possibility of hearing from you!
Job Type: Full-time
Pay: $31,000.00 - $42,500.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
Schedule:
- Monday to Friday
- Weekend availability
COVID-19 considerations:
COVID-19 office policy in place.
Ability to commute/relocate:
- Northampton, MA 01062: Reliably commute or planning to relocate before starting work (Preferred)
Education: