Digital Customer Service Assistant, SMCP Group

Position:  Digital Customer Service Assistant

Location:  SMCP North America Headquarters, 44 Wall Street / 20th Floor, New York, NY  10005

Who We Are

SMCP is a prominent global leader in the luxury fashion market, celebrated for its Parisian Chic ready-to-wear and accessories collections.  Operating across diverse international hubs, from Shanghai to New York City, our commitment to sustainable growth defines our brand values.  With a portfolio comprising four distinguished global brands – Sandro, Maje, Claudie Pierlot, and Fursac – our influence spans 46 countries from free-standing lifestyle boutiques to leased concession shop-in-shops and off-price outlets.  Complementing our physical presence, our eCommerce websites in the U.S. and Canada extend our reach as we continue to shape the future of Contemporary Luxury Fashion across the globe. 

Visit our Global Company website at https://www.smcp.com/en to learn more. 

What Sets Us Apart as an Employer in the Global Luxury Fashion Space

At SMCP, our distinctiveness as an employer in the global luxury fashion sector lies in our unwavering commitment to Corporate Social Responsibility (CSR). Anchored by three pillars – Product, People, and Planet – our CSR strategy is a testament to our dedication to sustainability and Diversity, Equity, Inclusion, and Belonging (DEIB).  Our clearly defined core values, instilled from the top down, form the bedrock of our organizational culture.  Here at SMCP, we prioritize the well-being and satisfaction of our 6500 world-wide passionate entrepreneur team members.  Our strong financial results are bolstering or appeal as an employer, marking 2021 as our “comeback” year.  Add to this mix our uniquely coveted Parisian chic merchandise collections, and you have an employer that not only sets trends in the fashion world but also cultivates a work environment that fosters innovation, diversity, and success.  Here at SMCP, passion meets purpose, and together, we redefine the future of luxury fashion. 

What We Are Looking For

This position will be responsible for supporting day-to-day customer service and operational functions of the digital business. They will work directly with the Digital Operations Manager, third-party customer service partners and retail boutiques across the US and Canada to ensure accurate order management and an exceptional customer experience.   

Organizational Structure - Reporting Relationships

Internal:

• Direct Supervisor: Digital Operations Manager
• Executive Head: Vice President, Digital & Customer Experience

Essential Duties and Job Responsibilities

Job responsibilities include but are not limited to the following: 

• Coordinate with our third-party customer service provider to ensure that customer inquiries are answered in an accurate and timely manner and recurring customer pain points are identified and resolved
• Ensure third-party customer service agents consistently reflect the brand's tone, values, and service standards by conducting biannual training sessions, maintaining an up-to-date knowledge base, and developing customer service macros to promote consistent and accurate customer interactions
• Continuously improve customer service processes by implementing strategies that increase first-contact resolution rates, reduce the need for multiple follow-ups, and achieve targeted improvements in average case resolution times
• Perform manual refunds, price adjustments and create customer site credits when necessary
• Partner with the eCommerce team to translate customer insights into website and operational improvements, while tracking and reporting contact drivers to identify trends and eliminate recurring issues
• Communicate regularly with retail teams across the U.S. and Canada to provide updates and resolve inquiries related to online customer orders and refunds

Principal Skills, Knowledge & Abilities Required  

• 1 - 3 years’ experience in customer service or retail
• Must be proficient in Microsoft Excel and Microsoft PowerPoint
• Prior experience with Manhattan Active Omni, Adyen and/or Salesforce a plus
• Strong organizational and multitasking skills
• Analytical thinking to identify and resolve complex customer service issues
• Excellent written and verbal communication
• Ability to collaborate across departments and international teams
• A customer-focused mindset with an interest in E-commerce

What We Will Offer You in Return!

• Health, Vision, and Dental Insurance
• Generous shopping discount
• Generous PTO Bank
• 12 corporate holidays with early dismissals the day before the holiday.
• 401K Savings Plan
• Culture of Engagement
• Career Growth Opportunities
• Flexible hybrid work schedule
• 4 completely remote workweeks per year.