Customer Service Associate Jobs

Customer Service is a part of the Retail Stores and Customer Experience Department. The Retail Stores and Customer Experience Department is responsible for the complete sunshine customer experience from end to end. This Department additionally represents a key link between the Consumer and the rest of the company. Through direct interaction, research and analysis, the Customer Service Associate must know the Lilly Pulitzer consumer implicitly and translate this knowledge into opportunities for the business. Ultimately, the Customer’s experience with the brand will encourage our current consumer base to engage with the brand on multiple channels, increase their average annual spend, while also attracting new consumers.

Customer Service Associate:

The Customer Service Associate has a primary responsibility for the experience of the Lilly Pulitzer® consumer who contacts us through the call center. This is inclusive of Ecommerce, Retail, Wholesale and Internal consumers. This includes delighting and representing the brand effectively to consumers and providing an experience that is consistent with our Sunshine Service guidelines and expectations. The primary points of interaction with consumers will be through phone, email, live chat, and social channels.

All Retail Store and Customer Experience team members are challenged and expected to be exceptionally solution-oriented, innovative, and determined. The Customer Service Associate is a key member of our Direct-to-Consumer team.

The Customer Service Associate has three primary objectives:

• Play a key role in finding solutions for escalated scenarios and resolving open issues.
• Provide exceptional, solution-oriented, and personalized customer experience that is consistent with our Sunshine Service Guidelines and expectations. These communications will be through phone, email and live chat communication and will result in increased spend levels and high retention.
• Provide overall support for the Customer Service team during peak seasons and online sale events.

RESPONSIBILITIES:

Primary responsibilities include:

• Place online and/or telephone orders
• Work with Customer Service Supervisor to develop necessary process improvements for better efficiencies and Customer Service experience.
• Use good judgment in handling questionable service requests. For example, handle customer requests for refunds when the item was not purchased in a Lilly Pulitzer® Store or E-Commerce but may be defective. The appropriate actions in these scenarios vary greatly. Good judgment is needed to balance the tradeoffs of financial impact and long-term customer retention.
• Communicate effectively with the Corporate Retail stores with regards to delighting our customer and reiterating policies.
• Provide exceptional, solution-oriented, Sunshine Service customer experience to consumers who call 1-888-PB-LILLY, email [email protected], Live Chat or communication that flows into Salesforce during the hours of operation. Maintain strict service level standards as defined.
• Process manual returns and exchanges resulting from Retail purchases
• Work closely with the DC Returns department and make exceptions when required
• Responsible for self education of the product seasonal line and will need to know multiple seasons that correlate to both E-Commerce and Retail product.
• Assist with training and developing other part time or full-time customer service specialists as required.
• Have a strong awareness of Retail locations and Managers of each location
• Assist with reviewing and reporting SOF orders through EOM
• Work closely with our Signature Store owners, which are privately owned stores that represent our brand
• Hours of operation are currently Mon- Fri 8AM-7PM and Saturday 9AM-5PM; 1-2 Saturdays a month will be required; shifts will be required. (Note: Sunday hours may be added in the future)
• Collect and summarize qualitative consumer information and share with appropriate parties
• Run reports as needed on sales, product, returns, exchanges and operational data. Use this data to aid in helping reach team and department sales goals.
• Service and process e-commerce exchanges
• Locate items and complete the sale for Consumers

Additional responsibilities include:

• Assisting with the Quarterly and Annual audit by Oxford Internal Auditors and Ernst and Young. This includes providing the necessary information to auditors on order details and tracking information for orders placed on EOM (Manhattan).
• Comply with all Company Policies and Procedures.
• Provide phone support during peak seasons, as well as during the online sale in August and January each year
• Review product information and selling information for both E-Comm and Retail stores to ensure the Customer Service Associate well versed and can inform the Consumer on any potential inquiries.
• Respond to all Consumer communication on Salesforce.com regarding return and exchange inquiries
• Review Customer Service daily alerts (e.g. On Holds, Fraud, SO/2D, etc.) and determine resolutions

SKILLS REQUIRED TO PERFORM SUCCESSFULLY:

• Proficiency in using personal computers, including proficiency in Microsoft Windows, Word , Excel and Power Point.
• Strong and palpable “sense of urgency” for implementing courses of action.
• The ability to perform a high volume of transactions accurately with limited supervision.
• Ability to handle difficult interactions with Consumers directly.
• Comfort in dealing with new technology and systems.
• A working knowledge of an e-commerce back-end system is helpful.
• Exceptional “solution-oriented” nature
• The ability to perform multiple projects simultaneously and manage time effectively.
• Excellent attention to detail, follow-up and organizational skills

EDUCATION AND EXPERIENCE REQUIRED:

• A strong understanding of the retail industry and the ability to seek and understand trends
• Ability to work comfortably and productively in all MS Office Applications
• Ability to understand data flows and understand how stock levels and product data is captured and populated on the website
• Ability to communicate well over the phone and email
• Ability to master the EREG POS system, along with any new POS systems that are implemented.
• Ability to understand SCI reports, Looker Reports, data corresponding to all CSR actions
• Pleasant, friendly, and engaging speaking voice
• 1-3 years’ previous customer service, sales, communication or retail experience
• Two or four-year degree in communications, retail merchandising, general studies or other closely related subject; Bachelor’s degree preferred
• Ability to master the Manhattan EOM ordering system
• Ability to understand the Oracle OCP

MISCELLANEOUS:

• This position is classified as full-time hourly. This position is non-exempt and is eligible for overtime. This position is eligible for standard company fringe benefits.
• This position requires adherence to defined break times, given the nature of operating the 1-888-PB-LILLY number.
• This position is on-site and based in our King of Prussia, PA office.
• This position is reviewed annually.
• Given the seasonality of the business, this position may require flexible, additional working hours during peak periods. There will also be blackout periods for vacation time determined by the Customer Service Supervisor and the Retail Operations Manager