Kellwood

  • eCommerce Customer Service Representative, LA

    Job Location US-CA-Los Angeles
    Position Type
    Regular Full-Time
  • Overview

    Established in 2002, Vince is a leading global luxury apparel and accessories brand best known for creating elevated yet understated pieces for every day. The collections are inspired by the brand’s California origins and embody a feeling of warm and effortless style. Vince designs uncomplicated yet refined pieces that approach dressing with a sense of ease. 

     

    Known for its range of luxury products, Vince offers women’s and men’s ready-to-wear, shoes, handbags, and home for a global lifestyle. Vince products are sold in prestige locations worldwide. The Company operates 44 full-price retail stores, 14 outlet stores and its e-commerce site, vince.com. The Company is headquartered in New York and operates a design studio in Los Angeles.

     

    Vince is searching for talent to contribute to the future development of the brand who have passion, creativity, and an entrepreneurial spirit. As a company, we are committed to offering our employees a challenging and rewarding work environment, opportunities for growth and development, a customer focused culture, a community to “give-back”, and competitive pay and benefits.

     

    Position Description: 

     

    The eCommerce Customer Service Representative will provide best in class service that can support all customers from a styling, sales and issue resolution perspective.  This position is responsible for focusing on customer satisfaction with the highest degree of professionalism and enthusiasm. The individual will be in an extraordinarily customer-focused area and requires a positive individual who can give our customers confidence in our brand, people and processes.  

     

    Organizational Structure: 

     

    The eCommerce Customer Service Representative, reports directly to the Manager of Customer Service eCommerce.

    Responsibilities

    • Positive communication with customers to provide our luxury service standards.
    • Provide professional etiquette via phone, chat, e-mail communications
    • Critical thinking to drive for solutions to issues
    • One call resolution belief system
    • Maintain data for customers when they need support
    • Communicate customer feedback to appropriate to team members
    • Build and maintain professional and positive relationships with peers
    • Make decisions based on what is best for the customer while protecting our brand
    • Exemplary follow through to ensure a timely response and resolution on any issues
    • Understand brand policies and procedures
    • Additional tasks may be assigned

    Qualifications

    • Must have a minimum of three (3) years of experience in customer service, call center, retail preferably gained in the apparel, footwear, luxury environment
    • Exemplary interpersonal communication skills both verbal and written
    • Demonstrate service centric approach with a positive attitude
    • Candidates must be motivated, patient, and detail-oriented
    • Must have computer skills including experience with MS Office applications
    • Must be able to work well in a team environment
    • Must be an analytical thinker and have the ability to resolve issues quickly

    Compensation

     

    The successful candidate will enjoy a competitive compensation package which may include short and/or long term incentives, clothing allowance, and merchandise discount, in addition to base salary and full health and welfare benefits. 

     

    Vince strives to maintain a diverse workplace and does not discriminate against any employee or job applicant because of race, color, religion, national origin, sex, physical or mental disability, or age.

     

    Vince is an Equal Opportunity Employer and Affirmative Action Employer, M/F/D/V

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