Job details
Job type full-time number of hires for this role 1
Qualifications
Associate (preferred)
Customer service: 2 years (preferred)
Full job description
Client services coordinator
About tappan: tappan bridges the gap between collectors and designers and emerging artistsTappan represents 75+ artists based globally and work to showcase their art, process, and inspiration to collectors, designers and corporate partners.
About the role: the role of the client services coordinator provides an exciting opportunity to be the leader in all client facing inquiries, handling customer questions, post-order issues, and connecting our advisors with collectors and trade to increase sales.
The goals of this position include:
Answer objective inbound questions for inbound pre-sale queries (artist info, artwork info, framing information, sizing, etc.)
Find opportunities to introduce collectors and designers to advising services
Flag any vip collectors and designers to director of sales + special projects
For post-sale issues, create happy customers that - despite having some type of issue - were left pleased and satisfied
Flag large csos to director of sales + special projects.
Work closely across advising team and operations to deliver exceptional client services.
Develop policies and procedures to streamline customer service
Develop best practices within customer service and parameters for csos (client service opportunities).
Job responsibilities include:
1) manage kustomer (tappan’s client services portal, like zendesk) pre-sale questions - chat, voicemail email, and text.
Answer initial customer inquiries regarding free shipping, dimensions, new launches
Provide answers to collectors on any objectives questions (frame sizing, artwork type etc.)
Create custom shopify invoices for clients and track those through to delivery (high-touch customers)
Find opportunities to introduce customers to complimentary advising services
Provide instruction to trade program for trade clients, introduce advising services, and flag vip designers
Turn on whatsapp chat via kustomer for international customers
2) manage kustomer post-sale questions - chat, voicemail, email, and text.
Provide shipping status updates, re-direct shipments, hold shipments, help with international shipping queriesWork closely with operations team on logistics questions and solutions.
Handle csos, including incorrect artwork, lost artwork, damaged artwork, etc.
Issue store credits, refunds, etc.
Pass escalated csos to director of sales + special projects to review
Follow-up with any clients that were assisted pre-sale to ask that artwork was delivered safely and they are happy with their art (“go the extra mile” for any assisted customers).
3) other areas of focus,
Work closely with operations team on freight carriers, claims, etc.
Identify areas of opportunity for customer service (processes, recurring issues, etc.)
Help to coordinate the long list of artists, ensuring data is captured from each project to include in the master list of contacts
Flag unassisted high value or interesting (hospitality, vip, etc.) sales in shopify to director of sales + special projects for review and outreach
Skills needed:
Client services experience, specifically with e-commerce orders and/or high profile clientele
Experience streamlining process and procedure
Excellent written and verbal skills
Interest and/or experience in design and art a plus
Please include a cover letter as to why you are interested in this position.
Job type: full-time
Benefits:
Dental insurance
Employee discount
Flexible schedule
Health insurance
Paid time off
Work from home
Schedule:
Monday to friday
Supplemental pay:
Bonus pay
Covid-19 considerations:
Mostly remote working, masks worn when in office.
Education:
Associate (preferred)
Experience:
Customer service: 2 years (preferred)
Work location:
One location
Work remotely:
Yes
Work location: one location
