E-Commerce Ambassador

At Richemont Americas, we aspire to reflect the ever-changing world around us. We are proud to employ talent from many different backgrounds, experiences, and identities to build a continually evolving, inclusive community where the diversity of our colleagues and clients is rich and celebrated. We believe when inclusion is fully embraced and empowered, creativity and knowledge emerge to deliver excellence, advancing the community that is uniquely Richemont Americas.

Montblanc | Grand Prairie

Reports to:

Client Relations Manager

As a Montblanc E-Commerce Ambassador, you will play a key role in delivering a seamless, high-quality ordering experience that aligns with the Maison’s standards of excellence. You will be responsible for ensuring client satisfaction across all aspects of the e-commerce journey, including order processing, after-sales service, and adherence to company policies and procedures. Additionally, you will represent Montblanc by embodying its values, deepening your knowledge of the Maison’s history, products, and care guidelines.

This role will report into the eCommerce Lead.

• Strategic/functional leadership responsibilities, if applicable
• Essential daily responsibilities
• Collaborative/cross-functional responsibilities
• Managerial/team leadership responsibilities, if applicable
• Minor, task-oriented responsibilities should be combined or referenced broadly (e.g., “Generate periodic reports, as needed.”)

Provide an exceptional client experience, ensuring the successful completion of each shopping journey while meeting or exceeding monthly efficiency targets by resolving cases promptly.

• Personalize the client experience whenever possible.
• Accurately process orders, particularly during peak periods, while maintaining efficiency.
• Clearly communicate company policies to clients when necessary.
• Maintain strict client confidentiality and comply with all data privacy regulations.
• Handle client interactions professionally and proactively, turning challenges into positive outcomes by leveraging available resources.
• Provide a seamless order experience by managing modifications and ensuring a high level of client satisfaction throughout the entire journey.
• Achieve key performance indicators (KPIs) and service level agreements (SLAs), including Net Promoter Score (NPS) goals.
• Process merchandise returns and shipping claims initiated by phone and/or website; this will involve a great deal of data entry.
• Become a subject matter expert on Montblanc’s website, proactively sharing new features and product insights with clients.
• Respond to a variety of client inquiries, including order cancellations, returns, shipping claims, and label generation.
• Deliver operational excellence by efficiently handling designated inbound calls, emails, and chats within a timeline manner
• Ensure adequate coverage across key communication channels (Phone, Email, and Live Chat) and any emerging platforms such as SMS and Video Chat.

Collaborate with the Client Relations management team to master order processing tools, track client orders, and maintain an accurate and up-to-date client database (CRM). This role also requires proactive follow-up on ongoing requests and fostering strong client relationships.

• Adhere to all internal processes and procedures while ensuring full compliance with data privacy regulations.
• Work closely with internal teams to address and resolve any issues affecting client orders or returns, ensuring a seamless shopping experience.
• Achieve individual productivity goals and targets while providing feedback and identifying opportunities for process improvement.
• Enhance client data capture, identify on-going cases to enhance and optimize the various contact channels.
• Contact clients regarding merchandise returns, shipping claims, and refusals, mitigating potential fraud and minimizing loss.
• Identify, report, and resolve fraud concerns efficiently to ensure prompt case resolution.
• Manage shipping holds due to fraud concerns, including (but not limited to) lithium battery and/or fragrance…