GUCCI Operations Specialist - Client Services
Gucci - Regular
Jersey City - United States of America
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
- Amérique du Nord
- United States of America
