Product Information Coordinator

GENERAL SUMMARY: This position includes two areas of responsibility.  The first is product information coordination and the second is superior customer service.  Passion for retail fashion and ?growth initiative brand? is paramount

 

The product portion of this position requires facilitation of three-way communication between customers, Customer Loyalty Representatives and Vendor Representatives. This person will work with Merchandisers and Vendor Representatives organizing data and sharing it with Customer Loyalty Representatives.  This person will also resolve complex product issues from customers.

 

The service portion of this position requires the individual to provide excellent and cost-effective customer service through customer contacts.  Contacts include status requests, specific brand questions, complaints, size and width questions, marketing emails and all other general questions.

ESSENTIAL DUTIES & RESPONSIBILITIES:

? Product Information

? Retrieve and organize pertinent information of specific ?growth initiative brands? styles from the vendor and enter it into a database program

? Track and resolve customer inquiries on behalf of other Customer Loyalty Representatives

? Show excellent social skills and professional presentation when meeting with the Vendor Representatives

? Work hand-in-hand with buyers and Vendor Representatives to gather product information in person when available Otherwise, correspond with via email and telephone inquiries to request data and ?growth initiative brand? description information

? Customer Service:

? Provide superior service for all incoming customer contacts via phone and email

? Place orders over internet

? Ensure timely resolutions

? Handle a high volume of contacts in a fast-paced environment

? Manage customer issues via appropriate use of escalation process

? Utilize suggestive sales techniques to meet established targets

? Demonstrate professional conflict resolution and interpersonal communications skills

? Manage customer inquiries by providing product information and processing orders

? Work on defined alert workload queues in order to positively impact customer orders

? Achieve all stated Effectiveness & Efficiency metrics (i.e. Schedule Adherence, Quality of Service, Average Order Size, After Call Work, Hold and Unavailable time)

? Model Gap?s Purpose, Values and Behaviors (PVB)

ORGANIZATION RELATIONSHIPS:  Interact with all levels of the leadership team, business partners and peers.

REQUIRED QUALIFICATIONS:

? Ability to communicate effectively in person and via inbound customer calls

? Creative but comfortable with repetitive work

? Proficient in Microsoft Office and Internet technology

? Ability to multi-task

? Basic comprehension of retail fashion categories and culture

? Strong follow through and problem solving

? Excellent organizational and interpersonal skills (verbal and written)

? Familiar with the internet and ecommerce

? Must have a sense of urgency and self motivation 

? Bilingual Spanish skills a plus

 Knowledge, skills & abilities:

? PC skills: Microsoft Office-Word, Excel, Access and / or other software / database skills

? Excellent analytical, oral and written communication skills

  Minimum educational level:

? Associates degree strongly preferred
1- 2 years college coursework and / or equivalent experience

  Minimum experience:

? 1+ years of customer service excellence experience
1+ years of Call Center experience required

EOE