About Us: WWAKE is an award-winning fine jewelry brand in Brooklyn, New York. Founded in 2013, our brand is rooted in transparency. We use artistic design to drive meaningful change with the communities at the source of our materials. We believe that our jewelry is the connection between you, the earth, and every hand in between.
Role Overview: The Customer Service and Sales Assistant at WWAKE plays a pivotal role in enhancing both the online shopping and clienteling experiences. This position requires direct customer engagement, offering high-level support and detailed guidance on WWAKE’s luxury jewelry products. The successful candidate will embody WWAKE’s commitment to quality, sustainability, and innovation, seamlessly integrating customer service and sales initiatives.
Role and Responsibilities:
● Customer Interaction and Sales Support:
○ Serve as the primary point of contact for all customer inquiries, addressing questions about product details, repairs, returns, orders, and deliveries efficiently and professionally.
○ Manage the complete order lifecycle for both individual customers and wholesale accounts, ensuring confirmation and satisfaction with each transaction.
○ Resolve customer issues or complaints, providing solutions that align with WWAKE’s standards for customer satisfaction and brand integrity.
● Internal Coordination:
○ Collaborate cross-functionally with the Production Department to process all E-Comm orders and clienteling sales, ensuring operational efficiency and customer satisfaction.
○ Communicate proactively with team members across departments to ensure seamless order fulfillment and keep all stakeholders informed about order statuses, inventory levels, and shipping updates.
○ Coordinate with the Shipping Coordinator to ensure accurate and timely deliveries, maintaining transparency with customers throughout the process.
● Process Improvement and Feedback Analysis:
○ Actively gather and analyze customer feedback to better understand client expectations and experiences, using these insights to drive continuous improvement in service and product offerings.
○ Initiate and implement process optimizations, particularly in logistics and internal order processing, to enhance efficiency, reduce costs, and elevate customer satisfaction.
Qualifications:
● Minimum of two years of experience in customer service and logistics coordination, preferably within the e-commerce, luxury goods, or jewelry sectors.
● Strong competence in verbal and written communication, with an emphasis on customer interaction and interdepartmental collaboration.
● Proficient in multitasking and organization, capable of handling various responsibilities in a fast-paced environment.
● Experienced with customer service and shipping software, particularly Kustomer.
● Detail-oriented and proactive in problem-solving, strongly inclined toward process improvement and customer satisfaction.
● Passionate about WWAKE’s mission, products, and commitment to sustainability, with extensive knowledge of the brand’s offerings being highly desirable.
Compensation/Benefits:
● $50,000 base salary
● Medical, dental, and vision insurance with 50% of premiums covered by WWAKE; dependent coverage available.
● Eligibility for WWAKE’s 401K plan with a 3% company contribution and discretionary profit-sharing.
● Total of 35 days off annually: includes 15 days of PTO (increasing with tenure), 10 federal holidays, the last 5 days of December off, and 5 sick days.
● Up to 12 weeks of paid parental leave complemented by a flexible return-to-work policy to ease the transition.
● Annual jewelry allowance, increasing with years of service.
● Rotating Summer Fridays off between Memorial Day and Labor Day.
● Flexible hybrid work options to accommodate personal and professional life balance.
To Apply: Please email your resume and cover letter with the subject line “Customer Service and Sales Assistant” to careers@wwake.com.
Source: Fashionista.com
