E-commerce Customer Service and Inventory Specialist US NY

E-commerce Customer Service and Inventory Specialist NY

About Turnbull & Asser

Founded in 1885, Turnbull & Asser is the definitive British shirtmaker. Creating luxurious shirts and ties in its own English workrooms, the heritage brand employs traditional skills and talented craftspeople. Holder of a Royal Warrant for its shirts, Turnbull & Asser makes clothing for individuals who appreciate subtle creativity and uncompromising craftsmanship.

Renowned as the leading gentleman’s shirtmaker, when HM King Charles was granted the power of bestowing Royal Warrants in 1980, his first issue was to Turnbull & Asser. Today, it has four stores – including the heralded Jermyn Street flagship – a shirt factory in England, a bespoke department in Bury Street and Davies Street, and store in New York. Priding itself on its made-in-England mantra, the name Turnbull & Asser stands for unrivalled quality, craftsmanship and expertise.

Department: eCommerce

Description:

This role provides an exemplary level of customer service for the US Turnbull & Asser online channel by helping to resolve enquiries, as well as drive conversion. The Customer Service Specialist will manage inbound customer queries, and as such, serves as a key representative for the brand.

Roles and Responsibilities :

• Deliver excellent customer service via phone and email.
• Manage and process returns and exchanges.
• Drive sales through customer engagement and support with product advice and suggestions
• Support customers with operation of the eCommerce platform and proactively strive for successful order completion.
• Manage and process orders and financial transactions, including refunds, credit notes and gift cards.
• Act as a liaison between eCommerce backend and warehouse to fulfil customer orders.
• Manage and process ad hoc fulfilment from warehouse.
• Collate and report customer feedback to fix, improve and enhance the website and retail experience.
• Collaborate across departments to deliver objectives and serve our customers.
• Represent Turnbull & Asser in an exemplary manner, upholding brand values and commitment to high levels of service.
• Support Back office in store and warehouse operations

Requirements:

• 2+ years’ experience in customer service
• Working knowledge of warehousing and POS systems, as well as Shopify and Customer Data Platforms
• Confident self-starter, with meticulous attention to detail
• Highly proficient team player
• Excellent organisational skills and time management
• Possess a customer-centric mindset.
• Strong problem-solving abilities
• Ability to multitask and thrive under pressure.
• Strong written and verbal communications skills, demonstrating a passion for delivering excellent experiences.
• Possess knowledge of men’s apparel categories and associated terminology
• Ability to form and maintain strong relationships with key stakeholders.
• High levels of IT literacy, including MS Office