Customer Experience Specialist
Position Type: [Full-Time & Part-Time]
About Us: JJ Leathersmith is a luxury leather brand dedicated to crafting premium leather products, including wallets, backpacks, and briefcases. We take pride in our commitment to quality, craftsmanship, and exceptional customer service. As we continue to grow, we're looking for a dedicated Customer Experience Specialist to join our team and help us deliver outstanding service to our valued customers while creating joy and the "wow" factor in every interaction.
Role Overview: As a Customer Experience Specialist at JJ Leathersmith, you will play a pivotal role in ensuring that every customer interaction is memorable, positive, and meaningful. You'll be the bridge between our brand and our customers, offering support, information, and assistance across various communication channels while focusing on creating joy and delivering the "wow" factor.
Customer Engagement: Engage with customers through multiple communication channels, including phone, email, social media (including Meta Business Suite), SMS (using SMS Bump), and live chat.
Product Knowledge: Develop a deep understanding of our products, including The Lucais Minimalist Wallet and The Christopher Minimalist Wallet, to provide accurate information and recommendations to customers.
Order Management: Process order modifications, returns, and create duplicate orders as needed while ensuring accuracy and adherence to company policies.
Upselling: Identify upsell opportunities and pitch relevant products or upgrades to customers, enhancing their overall shopping experience.
Problem-Solving: Listen to customer concerns, troubleshoot issues, and find solutions that meet their needs. This may include handling warranty claims and returns.
Communication: Respond promptly and professionally to customer inquiries, ensuring clear and concise communication. Maintain a friendly and empathetic tone in all interactions.
Order Status: Keep customers informed about the status of their orders, addressing questions about shipping, tracking, and delivery timelines.
Platform Utilization: Utilize various platforms, including Shopify and Gorgias, to access customer information, process orders, and track customer interactions.
Feedback Collection: Gather and document customer feedback, suggestions, and complaints to provide insights for continuous improvement.
Data Tracking: Identify and track interesting interactions with customers that may be useful for marketing and design teams, sharing relevant insights for product development and marketing strategies.
Joy and "Wow" Factor: Prioritize creating joy and delivering the "wow" factor in every customer interaction, ensuring that customers feel delighted and valued.
Policy and Procedure Adherence: Adhere to company policies and procedures, including the Purchase It Once policy, to ensure consistency and fairness in customer interactions.
- Strong interpersonal and communication skills, with a natural ability to empathize with customers.
- Previous experience in customer service, preferably in an e-commerce or retail environment.
- Familiarity with e-commerce platforms such as Shopify.
- Excellent problem-solving skills and the ability to work well in a team.
- Competitive compensation.
- Generous paid time off.
- Opportunities for career advancement.
- A supportive and collaborative work environment.
How to Apply: If you're passionate about providing exceptional customer experiences, creating joy, and delivering the "wow" factor in every interaction, and want to join a dynamic team dedicated to craftsmanship, please submit your resume and a cover letter explaining why you're the ideal candidate for this role. Include any relevant experience using the mentioned platforms.
Digital Retail Shop Manager
We're seeking an experienced e-commerce manager to join our team and increase efficiency in our Shopify store and sales systems. As an e-commerce manager, you will be responsible for optimizing our online store operations, inventory management, order fulfillment, identifying new growth opportunities, and providing exceptional customer service to ensure customer satisfaction. You will be expected to create clear weekly reports outlining what you have done and why, as well as document all the steps you take in detail. You will report directly to the owner of the shop.
- Optimize our Shopify store's operations to achieve maximum efficiency and productivity
- Manage inventory to ensure timely order fulfillment and avoid stockouts
- Continuously improve customer satisfaction through exceptional customer engagement and service
- Identify and execute on opportunities for growth and profitability through data-driven analysis and testing
- Manage and optimize product listings and collections to maximize visibility, conversions, and customer lifetime value
- Collaborate with the marketing team to develop and execute promotions and campaigns that drive sales
- Maintain close contact with the production team to ensure reliable product availability.
- Stay up-to-date with industry trends and best practices, and implement them into our store
- Create clear weekly reports outlining what you have done and why
- Document all the steps you take in detail to contribute to our SOP development
- At least 3 years of experience managing a successful Shopify store, with a track record of achieving growth and profitability
- Experience with inventory management, order fulfillment, and purchasing
- Strong analytical skills and a data-driven mindset
- Strong attention to detail and organizational skills
- Excellent communication and interpersonal skills
- Experience working with apps and integrations such as Notion, Canva, Webbee, Reconvert, Luckyorange, Fera, Appikon back in stock, and Amazon FBA
- Passion for e-commerce and a willingness to learn and try new things
- Excited to document all the steps taken and contribute to our SOP development
- Experience in providing exceptional customer service and engagement
At our company, we value a results-driven culture that emphasizes productivity, efficiency, and autonomy. We're looking for proactive, creative problem solvers who are willing to take risks to achieve success. If you're passionate about e-commerce and excited about the opportunity to help us grow our business, we encourage you to apply.
Please send an email outlining why you think that you are a good fit and hopefully well have a chat.