E-Commerce Customer Service Specialist


We are looking for an energized and experienced Customer Service Specialist to scale our current customer service program and help set future strategy for outstanding service. In this role, you will oversee a Customer Service Rep who handles the majority of phone, email, or online chat for customer inquiries but you will also need to jump in to handle phone calls/ emails yourself as necessary.

E-Commerce Customer service specialist 

 

Location: Dallas, TX USA

Grand Time is a family-run, independent business, which first entered the watch industry by selling leather bands in India over 60 years ago. Now run by the third generation of family members — Grand Time is made up of a tight knit team of individuals who run two in-house watch brands: JBW & BREDA.

We are looking for an energized and experienced Customer Service Specialist to scale our current customer service program and help set future strategy for outstanding service. In this role, you will oversee a rep who handles the majority of phone, email, or online chat for customer inquiries and also work directly with customers on after-sales service.

The ideal candidate has experience in consumer goods customer service, is a great communicator, possesses amazing phones skills, and thrives on managing projects in a fast-paced, small business environment.

 

RESPONSIBILITIES:

  • Review and improve on current customer services practices. Provide training/ feedback to CSR

  • Develop and maintain a service guidelines document for each brand. Develop and maintain templates for email, chat, and phone contacts

  • Deliver luxury-oriented customer service via phone, email, or online chat

  • Monitor Customer Service performance and provide reports monthly to company stakeholders

  • Manage all aspects of the after-sales service program (i.e., warranty). Track repairs, work with technician to fix products and ship back to customers. This role requires travel to our warehouse located in the DFW area on a bi-weekly basis.

  • Take on new projects to enhance our Customer Service program

QUALIFICATIONS:

  • Minimum 2 years experience in direct to consumer/e-commerce customer service role, preferably in luxury goods

  • Experience using Zendesk ticketing & chat or other comparable system

  • Excellent written and verbal communication skills

  • Proficient in MS Office, Outlook, and Excel and web applications

  • Must be able to multitask and work in a fast-paced environment

    This is a full time position with benefits included. Weekly schedule Monday - Friday 8am-5pm. After hours and weekends may be required during peak shopping seasons. Will require your own transportation for travel back and forth to our warehouse.

 

 

ABOUT GRAND TIME:

WE BUILD FASHION & LIFESTYLE BRANDS.

Based in Dallas, our vision is to build an iconic, global house of lifestyle brands fueled by a culture of relentless curiosity and creativity. Innovation and creativity drive us forward on a daily basis. Our diverse team is involved in all facets of building and running our brands. We do all the heavy lifting in house and work with strategic partners along the way.

The GRAND TIME Studio is tucked away in the historic Deep Ellum district of Dallas. The studio functions as our brand’s design office and retail store combined with a collaborative workspace. From here, many designs are born and brought to life. Our studio is essential to the innovation and creativity of our brand.