Schoolhouse Customer Experience Lead, Trade Sales

Description

Our family of brands is comprised of Schoolhouse, the lighting, home furnishings, and lifestyle brand based in Portland, Oregon; Food52, the community-driven cooking and home company, based in Brooklyn, New York; and Dansk, the heritage home brand founded in 1954. 

Schoolhouse is a lighting and lifestyle goods company dedicated to the preservation of American manufacturing, thoughtful living, and purposeful design. From iconic lighting to one-of-a-kind homewares, our mission is to provide a new generation of heirlooms that inspire people to create unique, meaningful spaces in which to live and work. 

ABOUT THE ROLE: 

As the face of Schoolhouse’s customer service for our Trade clients, the Customer Experience Lead will champion our customer-centric values and ensure every interaction positively represents our brands. This critical role will own day-to-day support operations with an entrepreneurial mindset, working hand-in-hand with the CX management team to shape and elevate the entire organization's customer experience strategy.

Leveraging excellent analytical abilities and a passion for understanding customer perspectives, you will have wide-ranging impact - identifying key CX metrics, uncovering systemic issues, implementing process improvements, informing business stakeholders, and coaching large teams of agents to drive desired outcomes. The ideal leader will excel at forming trusted partnerships across functions, effecting change through influence, and leading initiatives that enhance customer and company success. 

 ** This is a hybrid role, with the expectation of working Tuesday - Thursday in our Portland, OR office. 

KEY RESPONSIBILITIES

Brand & Product Ambassador

• Demonstrates deep knowledge of historic and current products within the Schoolhouse brand
• Adopts and embodies the Schoolhouse brand voice - approachable, inclusive, honest, enthusiastic, passionate, and understanding in all interactions 
• Forges collaborations with cross-functional teams like Marketing and Merchandising to identify customer needs and enhance end-to-end shopping experiences
• Responds promptly to reviews and relays important product feedback to Merchandising and CX Managers
• Proposes and advocates for innovative approaches to optimize processes
• Assesses current customer resolution and escalation tools, revising them as needed

Queue Ownership

• Monitors daily communication queue (email, chat, phone) for Schoolhouse trade customers
• Data-driven mindset to provide quantitative information of the Schoolhouse brand, reporting on brand productivity, SLA achievement, and backlog status
• Partners with the Customer Experience Operations team to improve Zendesk functionality
• Resolves customer escalations through established internal processes while presenting a positive and professional customer experience
• Own the process execution for fraud review, chargebacks, and billing issues

Cross-Functional Leadership & Support

• Ensures CCPA and Opt-out requests are processed and completed in partnership with other departments
• Ensures timely and proactive communication with internal cross-functional teams to support both the customer and business needs
• Represents the voice of the customer in cross-functional meetings and initiatives, as needed
• Analyzes customer trends, pain points, and areas for improving the customer experience
• Communicates key ticket patterns, volumes, and customer feedback to the CX Manager through weekly summary reports
• Works collaboratively with BPO Team Leads, offering guidance with key initiatives and tasks
• Conducts or attends daily, weekly, and monthly meetings, both ad-hoc or scheduled, leading, or participating in an engaged and relevant manner 
• Partners with CX Ops team to create and maintain SOPs and customer macros for the Customer Experience team

Trade Specific Support

• Collect tax exemption forms from trade customers and update accounts in shopify & SAP.
• Manage Trade account data in SAP to ensure accurate reporting of trade sales daily.
• Make sure vendor records hold accurate information of Schoolhouse including providing W9’s, COI’s, and providing vendors with necessary information.
• Maintain a high level of service for all inbound trade inquiries and designate accounts to their assigned rep.
• Answer and direct incoming calls from trade customers and respond to voicemails as necessary.
• Manually enter orders that do not transfer properly.
• Update existing customer orders with product specificati