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Customer Service Coordinator French or German speaking
2 months ago
Company Description : (MALIN+GOETZ) is a fast-growing founder-based gender-neutral beauty and lifestyle business based in New York City. We operate flagship apothecaries in NYC, LA, London, and Hong Kong, along with an expanding presence online. Additionally, the brand is listed internationally with 600+ high-end accounts across five continents, including Space NK, Selfridges, Liberty, Nordstrom, Lane Crawford and Sephora; and amenity partners that include 5* hotels, spas and concept gyms. Position Summary : The Customer Service + E-Commerce Coordinator, Europe role requires a dynamic, results-driven individual with exemplary writing, relationship-building, and organizational skills. They will be responsible for customer service from our London corporate office, including fielding email and telephone inquiries, as well as ecommerce order processing. This position will work closely with our marketing team assisting with the management and assessment of our translation agency. Additionally, the role will assist with general office support functions, and offers exceptional opportunity for growth and advancement in a small, entrepreneurial, growing environment.
Based in the London corporate office, but with travel when required to our Warehouse locations throughout the region, the Customer Service + E-Commerce Coordinator, Europe will play a pivotal part of this small team reporting to the E-Commerce Manager. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Customer Service
Provide exceptional, personalized customer service via telephone and email and other mediums as they become available (e.g live chat).
Offer support and information to customers regarding product questions seeking to find the perfect product regimen for them.
Manage the cosmeto-vigliance process liaising with our Education, Global services and Product Development teams to resolve customer complaints and reactions.
Process and oversee the smooth running of ecommerce orders for eu.malinandgoetz.Field and redirect as appropriate enquiries for Wholesale, PR and Marketing sent to customer services.
Report on the nature, frequency and pattern of customer service enquiries, and recommend improvements that could be made to the service/systems.
Maintain FAQ, shipping and help pages including shipping + returns, terms + conditions pages of the website to ensure customers have the correct information.
Support website merchandising tasks - including stock availability, product set up and categorisations.
Digital Marketing
Coordinate with Digital Marketing teams to ensure warehouse is prepared for web blasts and other online promotions.
Aid in the implementation of CRM initiatives including Direct Mailers, loyalty program, customer segmentation and interactive quiz functions (surveys).
Assess the suitability and accuracy of the translated material to ensure it’s on-brand and effective for each market.
Prepare weekly and monthly CRM performance reports.
Corporate Office
Assist with office functions as needed, including answering general telephone line.
Welcome guests to the corporate office and provide some reception functions including refreshments.
Manage the kitchenette provisions, and office stationary provisions.
Adhere to commercial terms and partnership protocols, and company procedures.
Support the General Manager with the arrangement of Office/Team events and initiatives for the benefit of the team and company culture.
Pursues training and development opportunities. Seeks feedback to improve performance. Customer Service - Displays courtesy and sensitivity. Solicits customer feedback to improve service.
Planning & Organization - Integrates changes smoothly. Contributes to building a positive team spirit. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Retail/Digital Customer Service experience preferred.
A passion for Beauty and Retail, with excellent customer service skills.
Strong computer knowledge and skills, including proficiency in Excel and PowerPoint.
Fluent in French and German.
Excellent organizational skills, detail-oriented, self-motivated, and the ability to multi-task in a busy office environment.
Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
We do not discriminate on the basis of race, color, creed, religion, gender (including gender identity or expression), pregnancy, childbirth or related medical conditions, sexual orientation, marital status, domestic violence, sexual violence or stalking victim status, ancestry, national origin, alienage or citizenship, age, disability, military or veteran status, genetic information or predisposing genetic characteristic, or other protected status.
