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Temporary Customer Service Operations Coordinator
URBN
Philadelphia, PA, United States
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Founded in 1984, Free People (www.FreePeople.com) is a boutique women’s fashion label that operates ecommerce, retail, and wholesale businesses. Free People is the fastest growing URBN brand and has a vibrant ecommerce platform including web, mobile and a newly released iPhone app. Free People is frequently recognized as an industry leader from a technical, creative and innovative perspective. Free People’s retail business includes over 80 boutique stores and its Wholesale business includes over 1,400 specialty boutiques and department stores across the globe. Free People is an inspiring shopping experience for the stylish, confident, and curious young woman who appreciates our distinctive assortment of apparel and accessories.
Title: Temporary Customer Service Operations Coordinator
Reports to: Operations Manager
Overview: The role of the Operations Coordinator is to enhance the customer’s overall shopping experience by providing exceptional customer service directly to the customer, and by supporting programs and internal teams, including the Contact Center and Distribution Centers. Daily activities will include responding to customer emails, approving product reviews, identifying and resolving product and website issues, reporting and ensuring service levels are being met. The Customer Service Operations Coordinator will work closely with the Web Team, Transportation Department, Contact Center and Distribution Centers.
Responsibilities:
• Provide exceptional customer service. Communicate with the customer and provide direction to our partners in the Contact Center. Ensure timely responses as outlined by your Manager.
• Oversee product feedback online. Identify issues and propose action plans to ensure a quick resolution.
• Oversee and implement reporting regarding top returned items. This report will be used to alert Operations, Buying and other relevant teams to issues.
• Be a super user of internal product and web systems:
• Oversee sample pulls to correct any inconsistencies in product photography such as color corrections. Coordinate with the photo studio to complete reshoots.
• Support the Operations Manager & Sr. Coordinator in website issue investigations, promotion testing, QA and other website needs.
• Own catalog proofing, including identifying issues, partnering with Buying and Copy teams to make relevant corrections, updating systems to make corrections, and relaying relevant information to the Contact Center.
• Complete Operational Reporting to support the Operations Team
• Daily approval of all customer reviews. This includes troubleshooting uncovered issues and coordinating responses with the Contact Center.
• Monitor and respond to all customer service issues via social media.
• Other duties as assigned
Job Skills
• Customer Service experience required
• Enjoys uncovering issues and proactively investigates to propose the best solution
• Ability to learn quickly and to retain information. Must be able to comprehend how multiple systems interact
• Excellent verbal and written communication skills
• Strong organizational and follow through skills
• Capacity to manage and prioritize tasks in a fast-paced environment
• Flexible and adaptable to changing priorities
• College Graduate
• 1-2 years’ work experience