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Job Description: Ecommerce Customer Service Representative / In-Store Sales Associate 

Part-time position

Location: West Hollywood, CA

CUSTOMER SERVICE/ SALES ASSOCIATE: is a key employee for providing best in class Customer Service to NM Online and in store, as well as providing care and attention to detail in fulfilling all NM Online web orders. This person will be responsible for responding to customer inquiries & concerns, as well as processing all returns, web orders, and keeping the store and customer service area neat, clean & organized. You will provide the highest level of personalized client experience to a loyal customer base. The ideal candidate will understand the Natalie Martin brand aesthetic and have prior experience with driving sales, establishing and maintaining client relationships by creating a unique and exceptional customer experience.


Key Responsibilities

Customer Service & Order Processing Duties:

  • Managing NM customer service email, providing best in class customer service through phone calls and email
  • Make customers the #1 priority; resolve inquiries/issues promptly and with a high degree of satisfaction
  • Web order fulfillment and reviewing orders daily to address issues, perform fraud check verification & make customer edits
  • Assist customers with order placement, changes, cancellations (Shopify)
  • Review, communicate approvals, and facilitate returns/exchanges from customers
  • Strong sense of product knowledge and able to suggestively sell
  • Troubleshoot & report any customer service systems related issues as needed
  • Maintains defect log, raises QC issues & manages product repair process

Sales Associate Duties:

  • Perform daily opening and closing procedures
  • Meet sales goals set as an individual and as part of the team
  • Provide the highest level of client experience in a personal, enthusiastic, and friendly manner to our loyal customer base
  • Light gift-wrapping as needed or requested by customers
  • Strong multi-tasking skills

General

  • Effective & empathetic in identifying customer needs
  • Proactive & seeks creative solutions to challenges
  • Prioritizes workload to maximize efficiency
  • Organized & detail oriented
  • Understanding of surrounding retail environment

Qualifications

  • Minimum 1+ years in a retail customer service or related role
  • Bachelor’s Degree or equivalent experience
  • Self-motivated with a strong work ethic & excellent time management skills
  • Excellent written & verbal communication skills
  • Strong resolution and decision-making skills
  • Proficient in Microsoft Office; excel & email management skills required
  • Experienced with UPS shipping, both domestic and international preferred
  • Familiarity with warehouse receiving and fulfillment
  • Physical requirements: lift /carry/move 15 lbs. minimum including fixtures and product

 To Apply:

All qualified applicants should submit their cover letter and resume to hello@nataliemartincollection.com with the job title in the subject line.