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User Experience/Online Skin Expert (E-Commerce)

Job title: User Experience/Online Skin Expert (E-Commerce)
Contract type: Full-time
Location: New York City, NY
Discipline: Beauty
Remote: No
Reference: 402696
Contact name: Alissa Ochoa
Job Published: January 01, 1970

Job description

About the Brand:

We are working with a  craft-based skincare line that is meticulously designed for professional services and expert recommendations, discovered within the most prestigious Spas and Salons, globally. The brand has a reputation for astounding, customized beauty products based on a clinical approach to skin, body and hair care. Our product range uses pure, concentrated, raw active ingredients and the most advanced, innovative formulations in the premium skincare category. 

Role: User Experience/Online Skin Expert (E-Commerce)

This brand-new position is responsible for helping to manage the e-commerce business on behalf of the brand. This person will serve as the Online Skin Expert and play a key role in developing the growth of the website while providing outstanding customer service and exceptional brand and product knowledge. This role will also promote and maintain the intrinsic company culture that fosters the brand's core values. This position reports to the E-Com Manager. The right candidate will be available for flexible shifts that may include weekends.

Mission:

• Manage incoming calls, e-mails, live chats, and video consultations for the website to ensure customer requests are received and executed upon in a timely manner

• Assist customers with online ordering, support in site navigation, and answer any general inquiries

• Monitor detailed follow-up communication on all inquiries while providing exceptional customer service

• Provide after-sales support such as tracking shipments, returns, disputes, or order/product issues

• Deliver personalized and hyper-customized advice with specific brand and product knowledge for customers seeking new skincare regimens via phone, e-mail, live chat, and video consultations

• Recruit new customers through education about the brand’s methodology and help to define customer’s personal skin instants

• Manage and update regular customer relationships and correspondence; be a primary contact for online customer inquiries about the brand and products

• Communicate concisely and confidently company policies to customers

• Embody an E-Commerce sales mindset in striving to achieve and exceed sales goals

• Help to logistically manage back-end ordering and facilitate any correspondence with the warehouse

• Maintain productivity by being proactive and motivated to help improve customer relations

• Maintain a collaborative and positive working relationships with staff and team within the brand Profile:

• Excellent verbal and written communication

• Social perceptiveness and situational awareness with strong interpersonal skills to effectively manage brand and customer expectations and build loyal relationships

• 2+ years relevant experience with a luxury brand, beauty or skincare training preferred, with a strong focus on customer service

• Highly motivated and result-driven, with excellent attention to detail and organization

• Experience in a fast-paced, ever-changing online environment with flexibility and adaptability

• Great problem-solving skills to help resolve customer issues and internal requests

• Proficiency in the Microsoft Office suite

• Salesforce experience a huge plus, and/or experience with Shopify, Magento, Square 

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