Customer Experience Associate 2

Who we areWolf & Shepherd is a fast-growing lifestyle brand on a mission to debunk the myth that classically styled dress shoes can’t have modern technology comforts. Wolf & Shepherd is searching for talent to contribute to the future development of our brand. We’re looking for someone with passion, creativity, and an entrepreneurial spirit to join our Customer Experience team.

What we needWe are looking for a Customer Experience Associate, CXA2, to assist in the all-important responsibilities of caring for our customers’ needs, managing partners, building customer loyalty, and representing the brand. This role will be responsible for providing exceptional customer service while maximizing revenue within our sales environment.

Job TypeThis is a full-time hybrid position based in our corporate office in El Segundo, CA.

Responsibilities: Your responsibilities are inclusive of the following but are not limited to…

Expertly address questions via phone, email, and chat providing answers that are quick and easy to understand.Assist Management in policy updates for the department based on current business needs and QA processes for the team.Support the Customer Experience Associates during the department manager’s absenceSupport Management in process execution to monitor orders, inventory, returns, and exchanges and execute QA processes for the team.Support the department in addressing functionality issues and implementing process improvements.Engage with customers by email, phone, and chat to answer product questions, resolve ordering issues, or to provide sizing guidanceAdopt the Wolf & Shepherd’s voice and tone to convey our brand and personality, and ensure a pleasant customer experience.Collaborate with the Team to streamline our customer service processes and policies to ensure continuous improvement.Communicate customer feedback and insights to Management, to better understand trends and customer preferences.Collaborate with the Team to execute new CX initiatives and conduct new hire and team trainings.

Qualifications:1+ years of CX work at a D2C e-commerce brand (fashion industry is a BONUS!)Strong knowledge of Excel, Shopify Plus, GorgiasStrong technical capabilities of order processing and fulfillment in a D2C environmentMust be highly organized with strong attention to detailExcellent time management skillsStrong verbal and written communication skillsAbility to maintain a friendly and professional demeanor in a fast paced environmentStrong interpersonal and communications skills, and independent work ethicA positive, outgoing, high energy and entrepreneurial personality

Perks and BenefitsWe are committed to offering our employees a challenging and rewarding work environment, opportunities for growth and development, a customer focused culture, and competitive pay and benefits. Compensation will be commensurate with experience and will include

Medical, vision and dental insurance options.Paid time offSick pay Flexible remote work schedule.

Wolf & Shepherd is an Equal Opportunity Employer.