Client Support Associate

Welcome to RIMOWA, the first German Maison of the LVMH Group. We are a global lifestyle brand with a mission to create the essential tools for a lifetime of travel. For more than 125 years, we’ve dedicated ourselves to develop unique products where function coexists with luxury, heritage with innovation, and craftsmanship with design. At RIMOWA we believe that great ambitions demand resilient companions. It’s why our tools are created with longevity in mind. Because the most meaningful journeys last more than a trip, they last a lifetime.Please join us to discover your own.WHAT WE HAVE TO OFFER:The Client Experience Associate will partner with the CX Manager, warehouse logistics team, and retail to offer the best-in-class experience to our clients. This role will be cross functional with retail, after-care, and the CRM team.YOUR RESPONSIBILTIES:• Deliver superior, personalized service to address client inquiries via all available channels• Achieve SLAs for customer-related contacts and troubleshoot customer facing issues in a timely manner• Provide qualitative and quantitative feedback to internal teams• Foster customer relationships and deliver a positive experience across all omni-channel activities• Proactively clientele utilizing in-depth product and process knowledge to deliver an exceptional customer service experience• Manage sales orders on a daily basis; partner with the fulfilment warehouse and carrier services on processing, shipping, returns, and cancellations• manage fraud management investigations and analytics• Work cross functionally with the retail and after-care teams• Identify reoccurring customer service patterns to develop a more efficient process• Assist with manual order processing as needed during peak seasons and for vacation coverage to meet shipping cutoff deadlines• Post purchase: assist with return processes, and omnichannel fulfilmentsPROFILE:We would like to speak to professionals that are eligible to work in the United States and possess a Bachelor’s Degree (or equivalent experience) with at least two years of experience in a fast-paced luxury retail, clienteling, or ecommerce environment with knowledge of customer service.Furthermore, we seek:• Comprehensive understanding of luxury clientele and language• Ability to work Saturdays• Warehouse/Ecommerce back end systems knowledge a plus• Be able to follow instructions and adhere to policies and procedures• Experience in a related customer service or call center role a plus i.e. in a role that requires resolving issues, diffusing tense situations, and solving complex issues• Comfortable making direct contact with customers through spoken and written communication, ability to follow up directly, etc.• Ability to independently resolve complex and/or escalated situations.• Ability to navigate multiple computer applications and work from a dual monitor.• Demonstrate the ability to work under pressure and diplomatically address and control challenging situations• Strong communication, verbal and analytical skills• Strong sense of teamwork, ability to multi-task, and manage priorities with ease• Ability to take initiative, ownership and accountability• Pro-active, self-starter• Preferred experience in Salesforce (commerce and service cloud)• Proficient in Microsoft Office Suite• This is an onsite role.Job Type: Full-timePay: $23.00 - $28.00 per hourBenefits:• Employee discount• Health insuranceSchedule:• 8 hour shiftWork Location: In person