The Customer Experience Coordinator will support the implementation of CX strategies and programs and assist with customer research and analysis of customer feedback. This role will be responsible for all Muscle Republic customer communication, ensuring that our customers are provided with a best-in-class shopping experience.
The Customer Experience Coordinator will;
- Maintain a positive attitude and provide support to customers;
- Resolve customer queries in a timely manner;
- Gather and analyze customer feedback;
- Coordinate with other departments to ensure a cohesive customer experience;
- Identify areas for improvement and make changes accordingly;
- Train new employees on effective customer service procedures;
- Develop and implement policies and procedures related to customer service;
Monitor employee performance and provide feedback where necessary.
Requirements
Operational
- Manage customer queries through Gorgias.
- Update customer shipping addresses in Shopify and CIN7.
- Manage Loyalty Lion Program.
- Manage Okendo Reviews.
- Manage Loop Returns Portal.
- Manage customer returns daily.
- Follow up all returned to sender parcels and email customer via GORGIAS or SHOPIFY.
- Keep up to date with new products, current collections, upcoming launches, restocks, current inventory and provide accurate information to customers and provide size and style recommendations.
- Check MONDAY daily in the production and marketing timeline for updated sales and promotion dates, incoming shipments and other updates.
- Provide monthly return reports and trends.
- Manage The Iconic Seller Center.
- Manage Australia Post Enquiry Portal, raising enquiries for missing/damaged/lost parcels.
- Update returns terms and conditions/shipping info where required on the website.
- Update FAQs for sale periods.
- Create wholesale customers and set up accounts once approved by CEO.
- Review fraud orders weekly in Shopify homepage and contact customers asking for further information/proof of debit from their bank account. Remove/void order in CIN7 if order can’t be fulfilled.
- Upload new stock images to CIN7 once received by E-commerce Coordinator so they are ready for launches.
- Gorgias response time.
- Customer Feedback/Surveys
Brand
- Ensure all customer communications are on brand, using the MSCR tone of voice and follow brand guidelines.
- Go above and beyond to deliver positive outcomes for all MSCR customers.
- Work closely with MSCR Marketing Team to stay up-to-date with brand activations.
- Represent the MSCR customer and ensure that brand activations always keep the best interests of MSCR customers in mind.
- Stakeholder feedback.
- Customer surveys.
Experience Required:
- 2+ years' experience within customer service
- Relevant experience in an e-commerce business
- Excellent leadership skills, with the ability to set and prioritize goals.
- Excellent communication, interpersonal and presentation skills.
- Must have Shopify/Shopify Plus experience.
- Experience in using a Cin7 inventory system or similar inventory management software.
- Experience with eCommerce operational platforms, including Loop Returns, StarShipIt, EasyShip, Shippo, Gorgias or Kustomer.
- A passion for health and fitness.
- Knowledge and understanding of the retail industry and the Australia retail landscape, preferred.
Benefits
* Extra Annual Leave day for your birthday
* One Free coffee every work day at various local cafes
* Free Apparel from Muscle Republic Ranges