Aftersales Associate

Founded in 2014 by Jerome Jacques Marie Mage, Jacques Marie Mage is a Los Angeles-based producer of limited-edition designer goods specializing in the micro-production of luxury eyewear for a clientele of discerning tastes.

With each new collection, JMM embraces a unique palette of precious materials, rich colors, and striking geometric forms, which cleverly reference and beautifully reconfigure the striking individuals, artistic movements, and world events of previous centuries. All JMM eyewear is ethically sourced and produced with the utmost respect for industry partners' environment and wellbeing.

Role Overview: The After Sales Associate is responsible for maintaining a high standard of success through proficient communication via email and ticketing systems. The ideal candidate will demonstrate a strong commitment to professionalism, effective problem-solving skills, and the ability to exceed customer expectations. 

Your responsibilities are – but are not limited to:

Key Responsibilities:

• Manage large amounts of incoming emails and Zendesk tickets. 

• Maintain open and constant communication with Customer Service and JMM Galleries regarding warranty issues and defective frames 

• Identify and assess repair needs to achieve satisfaction 

• Pick and fulfill orders for spare parts promptly and accurately 

• Receive and ensure that repairs are done in a timely manner. 

• Assign tasks when needed to other team members (QC department) 

• Use Netsuite and Snapfulfil accordingly to create item fulfillments for processing. 

• Provide accurate, valid and complete information by using the right methods/tools 

• Coordinate and follow-up order fulfillment and deliveries with JMM team members

• Follow communication procedures , guidelines and policies 

• Proactively monitor and update the team on the status of orders and repairs 

• Collaborate with cross-functional teams to ensure seamless customer experience 

• Present feedback on service issues and repair statuses to management 

• Stay updated on product knowledge to provide informed support 

• Contribute to team efforts by accomplishing related results as needed 

• Participate in training sessions to enhance job performance and product knowledge 

• Maintain a clean and organized workspace 

• Adhere to company policies and procedures

Key Requirements:

• Responsive, problem solver, enthusiastic and benevolent 

• Strong attention to details 

• High energy, personable, and a positive attitude

• Maintain a sense of urgency and able to follow through 

• Experience with Zendesk, Net Suite, and Microsoft Office (Word, Excel, Outlook) 

• Strong verbal and written communication skills, interpersonal skills, and presentation skills required 

• Ability to function in a fast-paced environment 

• Excellent organizational skills and multitasking abilities 

• Ability to handle pressure and meet deadlines 

• Customer-centric mindset with a commitment to providing exceptional service

• Ability to work independently and as part of a team 

• Adaptability and willingness to learn new skills and technologies 

Additional information:

Jacques Marie Mage is a company that respects the uniqueness of each employee and offers everyone the means to find their place and thrive. We promote initiatives aimed at supporting professional equality for everyone. We strive to go above and beyond purely symbolic measures by building a culture focused on meaningful strategies aimed at creating an inclusive workforce.