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GUCCI Operations Specialist - Client Services

Gucci - Regular
Jersey City - United States of America

Influential, innovative and progressive, Gucci is reinventing a wholly modern approach to fashion. Under the new vision of creative director Alessandro Michele, the House has redefined luxury for the 21st century, further reinforcing its position as one of the world’s most desirable fashion houses. Eclectic, contemporary, romantic—Gucci products represent the pinnacle of Italian craftsmanship and are unsurpassed for their quality and attention to detail. Gucci is part of the Kering Group, a world leader in apparel and accessories that owns a portfolio of powerful luxury and sport and lifestyle brands.

Client Services is an internal hub that collaborates cross-functionally with corporate departments and stores to ensure a 360-degree Omni-channel client experience.

The Operations Specialist will be responsible for providing day-to-day Omni channel operational and customer-based services across Gucci North America. He/she will work both independently and cross-functionally to guarantee a successfully management of the order fulfilment process, ensuring the highest service level targets are met consistently and back- office procedures are optimized.

Key Accountabilities

  • Resolve order-related issues by liaising between client and internal/external groups (warehouse/FedEx/Repairs/ Supply Chain);

  • Deal with payment issues and chargeback queries, ensuring that losses are recovered, responding timely respecting the requested deadline;

  • Partner cross functionally with Gucci Ecommerce, to resolve performance   issues linked to payments, shipments, delays

  • Conduct root-cause performance drive analysis of recent launches or store migrations to understand drivers of over- and under-performance;

  • Participate in functional tests for the system/applications enhancements and liaise with the technology and support groups to resolve outstanding issues ensuring smooth transition of the fast-paced enhancements/changes into the production application;

  • Initiate and follow-up with charge sends;

  • Keep current with product information and attend pre-season product training meetings;

  • Work across multiple client functions to document needs and support the formulation of recommendations in order to effect the change needed to achieve a seamless commerce capability;

  • Support the creation of high-quality client deliverables with the support of the consulting team;

  • Contact clients to manage credit card declines and ensure daily sales goals are met;

  • Identify opportunities, seek new initiatives and participate in the development of functional and service enhancements in order to maximize sales;

Job Requirements

  • 2-3 years of experience in Retail or E-Commerce Operations, Client Services or relevant experience;

  • Excellent organizational skills and strong customer relationship skills;

  • Strong interpersonal skills with an ability to work independently and effectively cross- functionally;

  • Ability to prioritize and multi-task with a strong attention to detail and process flows;

  • Proven experience with software programs including Microsoft Office, Salesforce and Manhattan

  • Strong Excel Skills

  • General understanding of common ecommerce KPIs, target setting and external benchmarks;

  • Detail oriented with a pleasing personality; demonstrate an energetic and positive attitude;

  • Drives to meet and exceed sales goals and customer expectations;

  • Ability to build relationships connect with others solve problems and impact and influence others.

  • Ability to work a flexible retail schedule including weekends, evenings and holidays;

  • Full time
  • 北美
  • United States of America
申请

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