CUSTOMER EXPERIENCE LEAD COORDINATOR

About the job

Julie Vos is a fashion jewelry brand created by CEO and jewelry designer, Julie Vos. Established in 2006, the brand is modeled on the belief that with inspiration and discipline we create the beautiful world we live in. This philosophy translates in the design of every piece of jewelry and is at the core of our company values.

We are excited to add a Customer Experience Lead Coordinator to our team. In this role, you will be responsible for continually evaluating direct to consumer sales channels from the customer perspective to ensure a seamless and enjoyable shopping experience

What You’ll Do

• Ensure a seamless and excellent customer experience
• Prompt resolution of customer service inquiries via chat, email, social media and phone
• Communicate with customers in clear, concise and compassionate way, continually heightening customer experience across channels
• Build relationships with high value customers
• Organize and track customer service cases in Shopify and corresponding documents with high attention to detail
• Track and organize inbound inquiries (across channels) to ensure efficient resolutions
• Plan for holidays, busy seasons and company closures such as updating FAQ, voicemail and away message on email
• Assist with damages, returns and exchanges as needed
• Assist with annual inventory count and quality control
• Provide the marketing group with information about how the customers are interacting with the brand across platforms such as julievos.com, Instagram and Facebook
• Act as the voice of the customer prior to and during seasonal marketing events o Compare physical jewelry to the digital presentation of the jewelry included in new seasonal collections o Share the customer’s experience from catalog to website
• Share customer feedback about the jewelry to members of the jewelry development team

Who You Are

• You have 3+ years of experience in customer experience and/or retail sales experience.

• You need to be outgoing, professional, and an excellent listener; a person who loves helping people.


• Respond to customer inquiries in a timely manner with accuracy and efficiency.


• Strong communication skills via phone and email.


• Organizational skills and attention to detail.

We understand it takes a diverse team of highly intelligent, passionate, curious, and creative people to develop the exceptional pieces and experiences Julie Vos is renowned for. Our dynamic teams have incredible perspectives to share, just as we know you do, and we take great pride in being an equal opportunity employer.