Customer Care Advisor
Charlotte Tilbury Beauty, New York, NY, United States
We are looking for a brilliant and diligent team member with relentless dedication to customer satisfaction, to join the e-commerce team at Charlotte Tilbury. This entry-level position will operate in a high-growth, stimulating and dynamic environment, which allows this person to have a significant impact on both the success of the business and our customers' perception of the brand.
Role Accountabilities
Customer Service
Communicate with customers courteously and efficiently by email, phone and chat channels
Maintain weekly reports, which include most commonly asked questions, product returns, customer reviews, etc
Partner with our UK Customer Service and Outsourced colleagues to ensure delivering a consistent brand experience across all websites
Provide product information and offer order assistance to help the e-commerce department achieve sales goals
Accurately communicate order information, company policies and procedures
Ensure all inquiries are resolved effectively and in a timely manner
Systems and Procedures
Work toward daily individual and team goals via a team task master
Serve as the brand's “front lines” for any product or brand related issues, escalating any issues to Customer Care management in a timely manner
Liaise directly with our warehouse to resolve any web order delivery questions, monitoring the warehouse email alias to ensure timely responses
Process returns stock, issuing appropriate refund/credit note and notifying the customer within 48 hours of receipt of goods
Process daily website orders and backorders via our ERP system
Provide strategic recommendations to improve the overall customer experience
Collaborate with fellow advisors to ensure a sharing in workload of daily tasks
Reporting Relationships - Reports to Customer Care Manager
Requirements
The ideal candidate will have significant experience in customer service or related role
Knowledge of Netsuite, Zendesk, and Elastic Path systems a plus!
Customer‑centric, resilient, and passionate about service and systems and fixated on improving the customer experience
Strong people skills, proactive and self‑motivated in responding to customers and followers
Excellent verbal and written communication skills
Strong interest in the beauty industry and a love for all things makeup!
Keen attention to detail and an ability to multi‑task
Ability to speak additional language(s) are a plus! (French/Spanish), but not required
This hourly role will operate from 9 AM - 6 PM Sunday through Thursday and flexibility around scheduling due to business needs is expected
Benefits
Base Salary Range $24.00 - $28.00/hour. Average weekly working hours will be 40 hours resulting in a $50,000 - $60,000 annual salary range.
Generous staff discount to use on all products
Medical, dental, and vision benefits
Commuter Benefits (Pre‑tax)
Flex Spending Account (FSA)
Employee Assistance Program (EAP)
401(k) with Company match
Paid Time Off
Birthday PTO
#J-18808-Ljbffr
Role Accountabilities
Customer Service
Communicate with customers courteously and efficiently by email, phone and chat channels
Maintain weekly reports, which include most commonly asked questions, product returns, customer reviews, etc
Partner with our UK Customer Service and Outsourced colleagues to ensure delivering a consistent brand experience across all websites
Provide product information and offer order assistance to help the e-commerce department achieve sales goals
Accurately communicate order information, company policies and procedures
Ensure all inquiries are resolved effectively and in a timely manner
Systems and Procedures
Work toward daily individual and team goals via a team task master
Serve as the brand's “front lines” for any product or brand related issues, escalating any issues to Customer Care management in a timely manner
Liaise directly with our warehouse to resolve any web order delivery questions, monitoring the warehouse email alias to ensure timely responses
Process returns stock, issuing appropriate refund/credit note and notifying the customer within 48 hours of receipt of goods
Process daily website orders and backorders via our ERP system
Provide strategic recommendations to improve the overall customer experience
Collaborate with fellow advisors to ensure a sharing in workload of daily tasks
Reporting Relationships - Reports to Customer Care Manager
Requirements
The ideal candidate will have significant experience in customer service or related role
Knowledge of Netsuite, Zendesk, and Elastic Path systems a plus!
Customer‑centric, resilient, and passionate about service and systems and fixated on improving the customer experience
Strong people skills, proactive and self‑motivated in responding to customers and followers
Excellent verbal and written communication skills
Strong interest in the beauty industry and a love for all things makeup!
Keen attention to detail and an ability to multi‑task
Ability to speak additional language(s) are a plus! (French/Spanish), but not required
This hourly role will operate from 9 AM - 6 PM Sunday through Thursday and flexibility around scheduling due to business needs is expected
Benefits
Base Salary Range $24.00 - $28.00/hour. Average weekly working hours will be 40 hours resulting in a $50,000 - $60,000 annual salary range.
Generous staff discount to use on all products
Medical, dental, and vision benefits
Commuter Benefits (Pre‑tax)
Flex Spending Account (FSA)
Employee Assistance Program (EAP)
401(k) with Company match
Paid Time Off
Birthday PTO
#J-18808-Ljbffr