PT, Client Services Associate Administrative

Stuart Weitzman shoes are designed for high fashion and high function. Known for over 35 years for it's artisanal Spanish craftsmanship and precisely-engineered fit, the luxury footwear brand inspires women around the world to shine with confidence with every step.

Stuart Weitzman is part of the Tapestry portfolio – a global house of brands committed to stretching what’s possible.

A member of the Tapestry family, we are part of a global house of brands that has unwavering optimism and is committed to being innovative and wholly inclusive. Visit Our People page to learn more about Tapestry's commitment to equity, inclusion, and diversity.

 

Job Title: Client Service Associate Primary Purpose: Reporting to the Sr. Manager of Client Services and Training, the Client Service Associate is responsible for assisting customers with any customer service-related questions and concerns, sharing detailed product and order information, placing online orders and regularly achieving assigned sales, outreach and KPI goals.

 

Essential Duties and Responsibilities:

● Consistently achieve or exceed all annual KPI targets

● Consistently meet or surpass all CS platform SLA

● Accuracy in order processing and tracking

● Commitment to learning, leveraging, and staying current with all brand news and product knowledge

● Uphold brand policies and appropriately manage client accommodations

● Adhere to all operational procedures, staying poised to flex in embracing new systems and enhancements, learning in a timely manner ● Handling customer concerns, inquiries and complaints.

● Process customer orders

● Order tracking

● Provide top-notch customer service through phone, email, and messaging

● Respond to customer inquiries

● Consistent engagement in and usage of all department communication platforms

● Identify and escalate customer issues when necessary

● Problem solves customer issues

● Handle and resolve customer complaints, issues, needs, etc.

● Provide customers with product and service information Skills and Abilities

 

Required:

● Must be able to communicate clearly on the telephone

● Ability to operate a computer and relevant software programs including Microsoft Office, Excel, Teams, Zendesk and Zoom

● Must be proficient in excel and with databases

● Strong problem-solving skills

● Excellent organizational skills

● Ability to work independently/remote while engaging in a collaborative team environment

● Excellent verbal and written communication and interpersonal skills

● Proven ability to multitask & prioritize in a fast-paced environment.

● Flexible schedule- ability to work weekends Education and Experience:

● Bachelor’s degree

Our Competencies for All Employees

• Courage: Doesn’t hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
• Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
• Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.
• Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
• Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfort