Client Experience Associate Jobs

Company Overview:

Welcome to RIMOWA, the first German Maison of the LVMH Group. We are a global lifestyle brand with a mission to create the essential tools for a lifetime of travel. For more than 120 years, we’ve dedicated ourselves to develop unique products where function coexists with luxury, heritage with innovation, and craftsmanship with design. At RIMOWA we believe that great ambitions demand resilient companions. It’s why our tools are created with longevity in mind. Because the most meaningful journeys last more than a trip, they last a lifetime.

Please join us to discover your own.

Client Experience Associate

The Client Experience Associate will work as a side-by-side partner with the Client Services Manager, warehouse/logistics team, and retail, to offer the best-in-class experience to our clients. This role will be cross functional with retail, after-care, and the CRM team. Must be Bilingual - Spanish/English.

Location

This role is based in Torrance, California.

Your Responsibilities:

• Manage sales orders on a daily basis; partner with the fulfilment warehouse and carrier services on processing, shipping, returns, and cancellations
• Provide qualitative and quantitative feedback to internal teams
• Post purchase: assist with return processes, and omnichannel fulfillments
• Deliver superior, personalized service to address client inquiries via all available channels
• Achieve SLAs for customer-related contacts and troubleshoot customer facing issues in a timely manner
• Work cross functionally with the retail and after-care teams
• Assist with manual order processing as needed during peak seasons and for vacation coverage to meet shipping cutoff deadlines
• Proactively clientele utilizing in-depth product and process knowledge to deliver an exceptional customer service experience
• Foster customer relationships and deliver a positive experience across all omni-channel activities
• Identify reoccurring customer service patterns to develop a more efficient process
• Manage fraud management investigations and analytics

Profile:

We would like to speak to professionals who possess a Bachelor’s Degree with at least two years’ experience in a fast-paced retail or ecommerce environment with knowledge of customer service.

Furthermore, we seek:

• Ability to take initiative, ownership and accountability
• Demonstrate the ability to work under pressure and diplomatically address and control challenging situations
• Proficient in Microsoft Office Suite
• Warehouse/Ecommerce back end systems knowledge a plus
• Comprehensive understanding of luxury clientele and language
• Experience in a related customer service or call center role a plus i.e. in a role that requires resolving issues, diffusing tense situations, and solving complex issues
• Bilingual – English/Spanish preferred
• Ability to independently resolve complex and/or escalated situations.
• Strong sense of teamwork, ability to multi-task, and manage priorities with ease
• Be able to follow instructions and adhere to policies and procedures
• Ability to navigate multiple computer applications and work from a dual monitor.
• Comfortable making direct contact with customers, ability to follow up directly, etc.
• Strong communication, verbal and analytical skills
• Pro-active, self-starter
• Preferred experience In sales force commerce cloud and CyberSource knowledge.