Overview

The Brand Experience Specialist position is designed to support the needs of Onward Reserve's customers by ensuring they have an authentic and positive experience throughout their entire purchasing journey. The main role of the Brand Experience Specialist is to deliver first class support and develop lasting customer relationships. The role is the main point of contact for our customers and is a direct liaison with our internal support teams. The ideal candidate has a proven history of strong customer service, sales experience and relationship building.

Key Responsibilities

• The first to respond to customers, this role will communicate accurately, professionally, and efficiently. Communication will be verbally, by email and chat where applicable. Our goal is always to exceed customer expectations by providing first in class service utilizing problem solving skills and available resources.
• Engage and optimize each customer’s experience by demonstrating patience and compassion; prioritize your customer’s needs.
• Customized client outreach for more selling opportunities and customer relationship building.
• Maintain and enhance customer relationships by building trust and resolving product related concerns promptly and completely.
• Learn about the latest product releases and approaching launches to provide tailored recommendations for new products based on customer preferences.
• Identify and resolve account issues & inquiries related to product orders, deliveries, credits, returns, and exchanges. Proactively share information with the team to determine process improvements where possible.
• Work cross-functionally with internal partners to share suggestions for new products requested & any quality assurance callouts from customers.
• Research fulfillment and shipping concerns; liaise with distribution teams to resolve any issues.
• Assist with execution for any customer customization needs and custom projects.
• Perform other related duties and assignments as required.

Qualifications

• Bachelor’s degree in a business-related field preferred.
• 1-3 years of experience in customer service, sales-related or retail preferred.
• Experience in E-Commerce and/or online marketing and merchandising is a plus.
• Strong skills with Microsoft Office required.
• Experience with Apparel Magic or Shopify is a plus.
• Must demonstrate a superior customer service focus, telephone etiquette, and effective verbal, written, and keyboard skills.