What are the responsibilities and job description for the Customer Service Associate position at Tappan?
We are looking for a proactive and detail-oriented Customer Service Associate to support our customer service and operations teams. In this role, you'll be the primary point of contact for customer inquiries, assist with order management, and help streamline workflows. You will also play a vital role in coordinating with fulfillment and sales teams to ensure a seamless customer experience. Experience with tools like Asana, Shopify, and Gorgias, along with familiarity with shipping processes, is essential. A passion for fine art, contemporary culture, and supporting emerging artists is highly valued, and experience in the luxury sector is a plus.
- Customer Support
- Respond to customer inquiries promptly and professionally through email, chat, and other platforms.
- Resolve issues related to orders, returns, and shipping with empathy and efficiency, ensuring a high-end experience for our clientele.
- Operations Support
- Collaborate with fulfillment teams to ensure timely and accurate processing of orders and shipments.
- Coordinate with the sales team to address special requests, high-priority clients, and inventory updates.
- Monitor and optimize workflows between customer service, fulfillment, and sales to enhance operational efficiency.
- Order Management
- Process orders, refunds, and exchanges using Shopify.
- Track and resolve order-related issues, maintaining open communication with customers and internal teams.
- Tool and Workflow Coordination
- Use Asana to manage tasks and facilitate collaboration with cross-functional teams.
- Utilize Gorgias to track and resolve customer tickets and inquiries effectively.
- Shipping Assistance
- Monitor shipping processes to ensure timely delivery of fine art pieces.
- Coordinate with carriers and fulfillment teams to resolve delivery issues while maintaining the integrity of high-value shipments.
- Art and Culture Engagement
- Work closely with a dynamic team engaged in selling fine art and participating in contemporary art conversations.
- Support efforts to promote emerging artists and showcase their work to discerning collectors.
- Reporting and Feedback
- Document recurring issues and escalate them to the appropriate teams.
- Share customer feedback to contribute to product, service, and process improvements.
- Experience
- 1–3 years of customer service experience, preferably in eCommerce, fine art, or luxury retail.
- Familiarity with Shopify, Asana, and Gorgias is a strong plus.
- Understanding of shipping and fulfillment processes, especially for high-value items.
- Skills
- Excellent written and verbal communication skills.
- Strong problem-solving abilities and attention to detail.
- Ability to coordinate effectively across teams to support operations.
- Passion for contemporary art and familiarity with the art world is a plus.
- Attributes
- Customer-focused mindset with a positive and professional attitude.
- Self-motivated and adaptable in a fast-paced, creative environment.
- Interest in contributing to a company that supports emerging artists and engages with the luxury market.
- Competitive compensation and opportunities for growth.
- A collaborative and dynamic team environment.
- The chance to make a meaningful impact on the fine art world while supporting emerging talent.
If you’re passionate about helping customers, love contemporary art, and are eager to contribute to a luxury brand that champions emerging artists, we’d love to have you on our team!