POSITION: Client Care Associate
REPORTING TO: Client Care Manager
LOCATION: EAST COAST, USA
POSITION SUMMARY:
The Client Care Associate will be the face of John Hardy, responsible for ensuring our clients have an exceptional experience with our brand. This role involves developing meaningful relationships, providing expert product knowledge, and assisting with order processing, among other responsibilities. We are looking for someone who can have flexible hours with potential to work outside 9-5:30 EST as needed including some Saturdays during peak Holiday season as well as our Bi-annual sales.
**Must be based on the East Coast**
KEY RESPONSBILITIES:
- Develop and nurture meaningful client relationships to foster loyalty and affinity for John Hardy through our service channels such as phones and email.
- Demonstrate expert product knowledge and offer styling advice to clients.
- Assist clients with order processing and inquiries, converting inquiries into sales.
- Process special orders and made-to-order inquiries, supporting order management and the fulfillment processes.
- Handle return, exchange, and refund requests, proactively turning return inquiries into sales opportunities.
- Explain the repair process, check status, and provide information to clients with product service needs.
- Work under the direction of the Client Care Manager to manage external agents and resources.
- Maintain regular communication with the Distribution Center to manage order logistics.
- Receive client feedback and miscellaneous inquiries with professionalism and poise.
- Utilize Shopify, Gorgias and Aircall to streamline client interactions and improve service efficiency.
- Meet key performance indicators (KPIs), including responding to client inquiries within 24 hours, maintaining an 85% Customer Satisfaction rating and reducing returns and order cancellation rates while increasing the fulfillment rate.
- Proactive and creative in identifying opportunities to streamline operations and implement effective new processes.
QUALIFICATIONS & REQUIREMENTS:
- 1+ year of experience in a customer service role, preferably in the jewelry or luxury industry.
- Tech-savvy with high proficiency in Microsoft Office, Shopify, Gorgias, and Aircall.
- Strong analytical and organizational skills with excellent attention to detail.
- Self-motivated, resourceful, and excellent follow-through on tasks.
- A positive attitude and the ability to communicate with a respectful and upbeat disposition.
- Bachelor's degree preferred.
