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Customer Experience (CX) Coordinator

Company: Tom's Shoes
Location: Los Angeles
Posted on: June 12, 2021

Job Description:

About the Role:

TOMS is in business to improve lives. TOMS' Ecommerce Customer Service team is looking for a Customer Experience (CX) Coordinator to assist in daily operational tasks as well as provide support to the greater customer service and call center team. We are targeting a tech savvy team player who has a passion for ecommerce and can stay flexible between assisting with day-to-day operations (e.g. project management, escalations, refund requests) and optimizing procedures (e.g. updating processes, training materials, knowledge articles). This role will work alongside our Customer Service team to maintain and promote key KPIs.

The ideal candidate possesses a strong attention to detail, writing proficiency, and solid communication skills. Experience or knowledge with Salesforce Service Cloud and/or Commerce Cloud (Demandware), JIRA, PowerPoint, and Excel are a big plus.

What You'll Do:

  • Provide daily operational support to customer experience team such as refund requests, management of unmatched returns and responding to Klarna dispute resolutions.
  • Manage California Consumer Privacy Act (CCPA) from customer service perspective by maintaining dedicated verification log, completing requests per CCPA workflow chart, and keeping up to date on any changes in policy.
  • Maintain and update knowledge and process articles, email templates, quick texts and internal SOPs. Work with CS manager to determine when new training or resources are needed.
  • Work cross-functionally to maintain key areas of customer support such as promo code management, troubleshooting website issues and fraud cases.
  • Provide daily/weekly updates to call center team to inform them of upcoming sales, product launches and/or brand moments.
  • Provide support for managing email communication with third-party marketplace vendors (i.e. Walmart Marketplace, Bloomingdales)

What You Bring:

  • 2-3 years experience in Customer Service and/or CX
  • High level of attention to detail and organization skills, with customer service knowledge and skills
  • Knowledge of customer service tools and processes: Salesforce Service Cloud (or similar CRM tool), Salesforce Commerce Cloud (or similar OMS tool), Cybersource/Paypal
  • Adept at following and adapting to ever-changing procedures and processes
  • Strong communication skills

What We Give:

  • Medical, dental and vision insurance; 401K with company matching
  • A generous PTO policy + 10 paid annual holidays + one floating holiday
  • 4 free pairs of shoes per year (yes free!)
  • Employee Discount on all of our products plus discounts on partnering businesses
  • Wellness classes (exercise, finance, mental health, parenting, nutrition, etc.)
  • Opportunities to volunteer with Giving Partners and Community Organizations
  • Global and Domestic Giving Trips - see first hand how supporting grassroots efforts helps communities thrive!

EEO Statement: TOMS is an equal opportunity employer, committed to intentional anti-racism in all areas of our organization and will consider qualified applicants with criminal histories in accordance with the L.A. Fair Chance Initiative Ordinance. Our diverse backgrounds, perspectives, identities, and talents help us thrive.

Keywords: Tom's Shoes, Los Angeles , Customer Experience (CX) Coordinator, Other , Los Angeles, California

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