What are the responsibilities and job description for the E-Commerce Customer Service Specialist position at Longchamp USA Inc?
Description
Description
La Maison Longchamp:
Based in Paris, Longchamp stands as an optimistic and independent family business with an international reputation. Joining Longchamp’s team means contributing to the creation and distribution of fashion and leather goods that are both fair and beautiful, showcasing superior craftsmanship. With a presence in over 25 countries and employing 3,500 individuals, “la Maison” is now looking for innovative, passionate, and committed talent to continue its development in the USA.?
Position:?E-Commerce?Customer?Service
The E-Commerce Customer Service Specialist bridges customers, boutiques, warehouse, and E-commerce, offering accurate assistance and resolving issues efficiently. They advocate for customers, gather feedback, and ensure high customer satisfaction. They troubleshoot problems, monitor fraudulent transactions, and aim to maintain excellent service standards in line with company values.
Customer Service
- Under the direction of the Customer Service Leader, assist customers with order inquiries via several channels: chat, email, and telephone to identify and assess customers’ needs and achieve their satisfaction.
- Utilize consumer interactions to enhance customer experience through process improvements and site updates.
- Increase conversion rates by converting visitors into buyers, upselling, and suggesting add-ons to boost UPTs.
- Report on shipping/delivery issues, and overall feedback.
- Establish sustainable customer relationships through open and interactive communication.
- Provide accurate, valid, and complete information using appropriate methods and tools.
- Handle customer complaints, including escalations, and ensure resolution through appropriate solutions and follow-ups.
- Adhere to communication procedures, guidelines, and policies.
- Collaborate with Operations, Buying, Finance & Logistics teams for efficient order management.
- Educate customers about Longchamp products, services and policies.?
Requirements
Requirements
- E-commerce background and CRM-experienced.
- Experience with Fraud monitoring, Risk strategies and chargebacks preferred.
- Exceptional written and verbal communication skills.?
- Capable of working under pressure while maintaining a positive attitude.
- Must have sound business judgement and excellent telephone etiquette.
- Punctual, detail oriented and organized.
- Ability to work independently and as a team.
- The ideal candidate is a reliable, driven professional with strong relationship-building and de-escalation skills.
- Willingness to assist and support other business areas as needed, and ability to provide input and insight for process enhancements.
- Availability required on Black Friday, Christmas Eve and the day after Christmas.
- Flexibility to work weekends and overtime as needed.?
- Bilingual candidates (especially in Spanish or French) are encouraged to apply.
- Passionate about fashion with a solid understanding of fashion brands and enthusiastic about evolving e-commerce trends.?
