Customer Service Coordinator

At Buccellati Americas, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

Customer Service Coordinator

Buccellati | New York, NY

Role Overview

The Customer Service role will support the E-Commerce team with the management of Buccellati E-Commerce and Digital Customer Service. This includes interfacing with clients as needed, monitoring and fulfilling the sales orders/returns from E-Commerce, and any other ad hoc needs that the E-Commerce team may require. The candidate will work closely with the logistics and customer service team and will report to the Logistics Manager.

Responsibilities

• Interface with clients via email or telephone as needed. Ensure the highest level of customer service, consistent with what is delivered in our boutiques.
• Handle inbound calls and emails; greet customers in a timely, professional, and engaging manner.
• Provide written responses to customer inquiries, including where their package is, how to return a package, send items for repair, status of repairs, cost estimates, service diagnosis, timelines, etc.
• Process and complete all orders and returns generated on the E-Commerce Platform.
• Support implementation and workflows to optimize Customer Service efficiency.
• Treat special demands or complaints.
• Daily monitoring of Maison inbox.
• Follow up with any other stakeholders in request to make sure it is being cared for (i.e. boutiques, repair sites, warehouse).
• Other requirements as necessary to support the business.

Qualifications

• One-three years’ experience preferred.
• Ability to convey and project the luxurious side of Buccellati in the way of expression and attitude.
• Experience in luxury retail, experience in luxury retail E-Commerce is a plus.
• Excellent oral and written communication skills.
• Proficiency in Microsoft Office. Salesforce and SAP knowledge are a plus.
• At ease with digital platforms and ability to learn new ones quickly.
• Ability to communicate with Brand HQ, as well as internal departments.
• An understanding of customer expectations, a service-oriented attitude, and an ability to resolve conflict.
• Excellent organizational skills.
• Ability to sit at and use a computer for an extended period.
• Entrepreneurial spirit to help build Customer Service and E-Commerce.
• Customer Feedback Analysis: Sifting through comments, reviews, and ratings to identify patterns and areas for improvement is essential. This analysis helps bridge the gap between consumer expectations and the company’s offerings, promoting a culture of continuous improvement.
• Return and Refund Processing: Handling requests for returns and refunds efficiently necessitates a thorough understanding of the company’s policies and clear communication with customers.

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

We Offer

We care about our associates health and wellbeing and offer a comprehensive benefits program to support you and your loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are available to support your financial needs, along with access to the employee assistance program for you and your household members. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of wellness and work-life-balance, our package includes a wellness reimbursement benefit and paid time off. We also encourage associates to give back to their local community by using their volunteer time off days to support important initiatives that drive change.

At Richemont, We Craft the Future!

Expected Salary Range: $25.00 - $28.85/hourly

Salary will be negotiated based on relevant skills and experience.