Job Description

Milano Jewelry is a fine jewelry retailer headquartered in New York. We are looking for a driven, experienced and organized Customer Service Specialist. The ideal candidate is responsible for providing our customers with a delightful, frictionless experience.

As a part of the role, you will be required to handle the following:

• Customer service inquiries by Phone or via our ticketing software (Gorgias)
• Coordinate placement and receipt of special orders
• Assist in packaging and shipping e-commerce orders, special orders and repair jobs to customers
• Process E-Commerce Orders
• Oversee ad-hoc projects from start to finish and assist in implementing structured customer service processes
• You need to be extremely well organized and enjoy the daily challenges of helping customers

Responsibilities

• Utilization of proper processes and procedures for shipping and handling customer service requirements
• Receive and Inspect any incoming special order or customer repair packages
• Establish performance benchmarks and be upheld to those goals
• Contribute and work with other teams as needed
• Ensure timely fulfillment of orders and customer service issues to ensure customer satisfaction
• Resolve customer conflicts and handle escalation procedures

Qualifications

• Bachelor's degree or equivalent experience
• 3+ years of customer service
• Excellent written and verbal communication skills
• Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.) and ticketing software such as Zendesk/Freshdesk/Gorgias
• Experience with Shopify/WooCommerce (any other CRM or E-Commerce platform)
• Self-motivated and team-oriented with a drive to grow beyond the scope of this role
• Solution-oriented with the ability to troubleshoot and resolve issues that arise independently
• Previous luxury or fashion industry experience is a plus

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