Job Description
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We are a high-performing team looking for a motivated individual who wants to grow their communication and problem-solving skills in a fast-paced and collaborative environment. The right candidate for this role will be very comfortable communicating with customers via email and phone and will exhibit strong writing skills (spelling/grammar must be excellent) to effectively and efficiently solve customer issues. This individual will also assist with operations and should feel comfortable working with multiple systems.
Key Responsibilities:
Communicate with customers via email, phone and live chat
Your primary job duty is to focus on customer satisfaction. You will work closely within the CX team to determine customers needs regarding order fulfillment and returns.
You will be responsible for monitoring orders with any inventory allocation issues and be proactive with strategizing service improvements.
You will also work alongside the returns team in the returns platform, communicating with customers on the status of their returns/exchanges and working with warehouse to ensure returns are processed.
You will communicate directly with our store teams to manage the shipment of merchandise to customers from our retail stores.
Learn and utilize all internal systems, Shopify, Returnly, RLM, WMS, Shopify POS.
You will participate in product knowledge sessions and weekly touch-bases with your manager to learn customer service techniques as well as upcoming style delivery expectations. Understand cost impact and order issues, shipping trends, operational restraints and current return statuses.
Collecting and acting upon how customers view Faherty products, support, and company is invaluable. You’ll help us improve our customer service, operations, design, marketing, and technology by providing detailed notes and feedback regarding customer interactions.
Must-have qualifications include:
People/Relationship-Oriented but can be more analytical when it comes to operations
Excellent written and verbal communication skills
Ability to communicate articulately, confidently and professionally with customers and directors
Ability to utilize active listening skills in order to take control and resolve challenges at hand
Adapt quickly to changing customer expectations and needs as well as internal processes
Ability to work autonomously and productively in a fast moving environment
Jack of all trades; someone willing to learn and collaborate with different departments
Comfortable working in a fast paced environment and with multiple personalities
Creative and critical thinker
Reliable, friendly, a true team-player and self-starter with a strong work ethic
Excellent attention to detail
Interest/light knowledge of retail space
Benefits of working at Faherty Brand:
Headquarters in Wall St, NYC
Team birthday celebrations
Concert invitations
Collegial team, supportive work environment, and culture
Flexible vacation policy
Health insurance coverage
401(k)
Quarterly clothing allowance plus discounts
Commuter benefits
Monthly fitness reimbursement program
Free cold brew coffee at the office
About us
Founded in 2013 by Mike and Alex Faherty and Kerry Docherty, Faherty is a family-run lifestyle and apparel brand fueled by purpose and optimism. Our goal: to build a new American legacy by creating high-quality, sustainably-minded, feel-good favorites that will bring you joy to wear.
We feel a deep responsibility to do things differently: to promise comfort without compromising quality. To hold ourselves to a higher standard with a lower environmental impact. To leave the world a better place than we found it.
We recognize the impact the fashion industry has on the world, and we’re dedicated to learning how to be better stewards of the planet. We believe the power of conversation and connection can make real change, and we’re committed to supporting people and organizations doing work that we believe in.
Our passionate leadership team comes from different backgrounds, but share a singular goal: to deliver on our promise of comfort and craftsmanship. To work side-by-side in a collaborative, energetic, and creative environment every day, like the family we are.
We welcome everyone — and we mean everyone. We believe a diversity of viewpoints, experiences, and backgrounds only serve to make our team stronger, which is why we strongly encourage those from historically and systemically marginalized communities to apply: BIPOC, women, and people in the LGBTQIA+ community, to name a few. We strive to lead consciously, bravely, and inclusively — and to reflect those values in our work. We live by six key pillars:
Be The Best
Stay Authentic
Better Together
Spread Good Vibes
Deliver On Promises
Lead Consciously, Bravely and Inclusively
Remain compassionate. Stay focused. Seek joy. Let’s make the world a better place.
To apply for this job please visit fahertybrand.com.
