Job Description

Position Summary: The Customer Care Specialist is responsible for servicing the Loeffler Randall DTC customer with clear and thoughtful communication of brand objectives and product knowledge through email, phone, chat. This role maintains and facilitates a best-in-class E-commerce customer experience for Loefflerrandall.com and should exemplify our brand voice and message. This position is instrumental in providing data-driven and anecdotal customer feedback to the team in order to consistently exceed the expectations of our customers.

Essential Functions:

• Respond to customer inquiries through key channels, including phone calls, chats, and email, and maintain company average daily ticket response quota
• Ensure all communication remains in the brand voice and is achieving overall brand objectives
• Evaluate and modify communication methods and response frequency to ensure that customer needs are met
• Effectively navigate challenging customer scenarios, and present fair and consistent resolutions
• Leverage reporting and customer feedback to identify areas of opportunity within the customer experience, and provide insights and suggestions to the relevant teams
• Support in identifying systems errors or pressure points and escalate to appropriate teams to ensure a seamless experience
• Work with the Production and Ecommerce team to test the fit of footwear for the purpose of customer product knowledge and site information, and report back on damages that may aid in the redevelopment of future collections
• Support order processing, warehouse fulfillment, and returns processes to ensure operations are smooth and running without delays; identify and communicate areas of opportunity in the order life cycle

Education and Experience:

• Minimum high school diploma or equivalent
• Minimum of 2 year of customer service or retail experience or equivalent

Knowledge, Skills and Abilities:

• Must become proficient in the general software that is used by the company (Shopify, Gorgias, Loop, NetSuite)
• Comfortable to work within Excel (Vlookups, Pivot Tables)
• Tech savvy, with skills in navigating platforms and tools used within the company quickly and efficiently
• Exhibit strong communication skills and maintain a high level of confidence and positivity
• A self-starter that can work independently, with critical thinking and creative problem-solving behaviors
• A reliable team player with a passion for the brand that is accountable for delivering quantifiable results
• Strength in building and maintaining relationships and fostering an environment of trust and mutual respect across key partners
• Highly organized with strong time management skills: able to balance priorities, and move quickly in a rapidly changing environment with tight deadlines

Physical Requirements

The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Frequent computer use
• Primarily sedentary work with occasional bending and reaching
• Maintain a high energy level; comfortable performing multi-faceted projects in conjunction with day-to-day activities
• Regularly required to speak clearly and hear the spoken word as well
• Regularly required to read and write clearly

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