Customer Experience & Store Specialist

About Rifle Paper Co:

At Rifle Paper Co, we believe that details matter from the artwork on the page to the way our products come to life. What began as hand-printed illustrations has grown into a lifestyle brand carried by retailers around the world.

About the Role:

As a Customer Experience & Store Specialist you will be integral in the daily operations and achieving the sales goals of our store and customer experience teams. You will be responsible for creating and leading brand experience, supporting the improvement of operational efficiency, leveraging customer feedback to identify and communicate cross-functional opportunities to improve the customer experience, and ensuring we consistently deliver above and beyond customer service.

This role is great for someone with a customer first mindset who is excited to help shape and lead our holistic customer service experience, across both the store and customer experience teams, and drive results. This role reports to the Manager of Customer Experience and Store.

What You Will Do:

Ensure the Rifle Paper Co. customer service standards are upheld, consistent, and executed to our brand standards at all times.

Prioritize the day-to-day workflow of the store and customer experience teams, including task assignments, metrics tracking, and reporting, and ensuring that all customers experience timely, high-quality resolutions.

Ability to creatively drive sales through outstanding customer service.

Encompass the Rifle Paper Co.’s attributes and values, becoming an ambassador of the brand and its products.

Partner with Fulfillment and Quality Control partners to ensure the store is stocked with products to support the business and customer needs and manage storefront and web inventory where applicable.

Contribute to team meetings by discussing previous week’s sales, customer experiences, product issues, and establishing new steps and processes to take care of customers as needed.

Communicate and partner with various internal and external teams as it relates to providing a best-in-class customer experience.

Answer customer questions regarding products and assist in customer buying decisions.

Prioritize the day-to-day workflow of the store and customer experience teams, including task assignments, metrics tracking, and reporting, and ensuring that all customers experience timely, high-quality resolutions.

Maintain a neat and tidy store while executing merchandising standards.

Keep up to date with current sales and promotions, policies regarding payment and exchanges, and security practices.

Utilize Zendesk, SAP, Square, and Shopify as they relate to the customer experience.

What We Are Looking For :

Excitement about working for a brand that creates well-made, inspiring products that make everyday life more beautiful.

At least 2 years of experience in a customer experience-related position.

Experience with Zendesk and SAP Business One is a plus.

Experience working in a fast-paced, and high-growth environment.

A love of and experience working for lifestyle, fashion, or consumer brands.

A knack for collaboration and creating strong relationships with both internal and external partners.

The ability to think creatively and be a thoughtful problem-solver.
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