eCommerce Client Associate

Christofle is a French goldsmith house that embodies and celebrates tradition and the French art of living. Since 1830, Christofle has constantly reinvented itself by giving relief to the most beautiful tables around the world, by bringing an extra touch of soul to cutlery, decorative objects, jewelry, and other exceptional accessories. Maison Christofle uses entirely handmade manufacturing. In addition to Studio Christofle creations, the Maison collaborates with the leading designers of the day to create ambitious, contemporary pieces produced in its workshop. Christofle is the absolute reference throughout the world, between heritage and modernity, for what remains as complex as it is universal: l’art sur la table.

BtoC is at the center of Christofle’s growth strategy. The brand needs a strong retail network and e-commerce platform to  deliver  exceptional  client  experiences  and nurture client relationships, to make the most of the promising North American market.

The eCommerce Client Associate is responsible for answering web clients’ needs and bring exceptional customer service for BtoC clients of Christofle in North America.

This position reports to the eCommerce Client Manager. The key points of contact are the global Ecommerce team, US marketing and retail teams. In our Paris HQ, close communication with the Customer Care team for Europe for best practices and processes optimization.

Key Focus:

• Optimize Client experience via phone and email (ZenDesk). Includes compliance with customer care KPIs (response time, ticket resolution).
• Monitor customer returns: acknowledge  notifications, inspect returns and partner with finance for the refunds.
• Ship orders from the corporate office stock when needed.
• Increase the web turnover (US/CA): check incomplete orders (Cancel, Pending…), reach out to customers with back to stock alerts, etc.

eCommerce customer service and sales development:

• Organize the appropriate team coverage with  Sales  Operations  team,  to ensure all 800 numbers calls are answered, and excellent client experience is  provided  on  ZenDesk (customer inquiries, questions on orders, shipments, tracking, products, special request.).
• Create quotes, assist clients with order placing, and recommend products to answer their needs and complete their collections. Close phone sales and update clients on order status & tracking numbers. Follow up with the clients to ensure their satisfaction and communicate any updates  or  upcoming promotion. Manage claims tool, customer complaints and repairs options.

eCommerce operations:

• Responsible for  monitoring  every  web order  (Magento, Adyen,  Paypal, Fedex…), make sure they are shipped accurately and on time (coordination with 3PL in France). Find solutions for orders with  items not  in  stock and source it from local stores.
• Provide Web orders details report at the end of each month to finance team with breakdown of tax amount and type of payment for each shipped order, and support ecommerce team with providing relevant KPIs and reports.
• Manage all web orders returns for refund or exchange, cancellations  and enter claims in the dedicated back office to report any product or process issue with the support of Sales Operations team.
• Check stock availability and monitor reservation for backorders; keep a close eye on stock level to be able to anticipate any OOS or low availability.
• Occasionally update catalog on Magento if needed (prices, description…) in collaboration with the eCommerce Associate.

MAIN INTERACTIONS

Digital Services  (US and HQ), Customer Service HQ, Supply Chain,  Logistics, Accounting/Finance, Sales Department, Marketing, Quality.

• Bachelor’s degree or equivalent preferred
• Excellent BtoC customer relations (listen, advise, negotiate, dispute management).
• Mastery of eCommerce procedures and commercial/finance rules.
• Logistics knowledge: preparation and shipping flows, export procedures; and excellent communication level (written and spoken).
• IT software and solutions: Website, Magento 2, D365 (ERP), Payment platform (Paypal, Adyen…), Zendesk mail, Fedex or else, Microsoft Suite (Excel, Outlook, Powerpoint).
• Able to handle multiple tasks in an organized manner.
• Rigorous, enthusiastic, and responsible.
• Must be a self-starter with the ability to work both independently and within a small team.
• Excellent writing and strong analytical skills
• Fast learner with a desire to work within eCommerce in the retail industry.

Base salary range: $60K – $70K + Annual bonus

• Health, dental and vision insurance
• Hybrid working setting
• Paid time off
• Retirement savings plan (401K) + company match
• 30% retail discount

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