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Worn & Wound LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 

Customer Experience Coordinator

The Windup Watch Shop is an e-commerce platform specializing in watches, watch accessories, and related gear. Created by the team behind Worn & Wound, one of the most well-read watch publications globally, the Windup Watch Shop works with several of the largest and most popular watch and accessories brands.

The Windup Watch Shop is seeking a talented Customer Experience Coordinator to oversee all customer interactions, including daily communications and sales inquiries (both virtual and in-person). This team member will also manage several operational tasks to ensure a best-in-class customer experience. 

An ideal candidate will be self-driven and bring a positive, energetic attitude to all aspects of their work. The Windup Watch Shop is growing quickly and the Customer Experience Coordinator will play a key role in building upon this success, including planning for department expansion.

Responsibilities

Customer Service and Sales

• Handle all customer communications via Zendesk (emails, chats, phone calls, social media messages, etc.).
• Develop creative and thoughtful solutions to customer concerns and issues.  
• Develop and maintain a system for tracking customer sales inquiries and scheduling/facilitating virtual and/or in-person consultations. 
• Develop processes to maximize customer satisfaction with the overall shopping experience; monitor customer outcomes, and identify operational areas needing improvement.

Fulfillment

• Coordinate with the fulfillment and shipping team to ensure efficient flow of product to customers. 
• Manage dropship products/orders, product returns, warranty, and disposition consistent with high service standards.
• Monitor the progress of orders, identify potential delinquencies, and proactively address and resolve issues that would adversely affect customer satisfaction.
• Provide fulfillment support to the warehouse team during peak days and seasons. 
• Work with the warehouse coordinator to carry out quarterly warehouse inventory counts.

Events

• Work with the E-commerce Manager and Warehouse Specialist to plan all aspects of in-person sales events, specifically our Windup Watch Fair. 
• Attend all in-person sales events and serve as the primary manager of customer experience.
• Ability to travel for events- typically occur over weekends and require travel out of New York.
• Work with the E-commerce Manager and Warehouse Specialist to ensure all inventory is properly packaged, shipped, merchandised, and returned to our warehouse. 
• Please note, that these events are often hosted outside of New York and require travel for up to one week at a time.

Others

• Actively participate in the department’s projects and carry out other departmental tasks as assigned.

Requirements

• Customer service and sales experience in retail. 
• Experience using Zendesk.
• Experience with CRM systems is a plus.
• Understand and be able to learn industry-specific technology. Interest in watches and experience in the watch industry is a plus.
• Ability to prioritize and manage multiple tasks.
• Positive attitude towards work and team to foster a positive work environment.
• Ability to work independently and in a team.
• Ability to stand for long periods of time, walk continuously and lift, carry, push, pull, reach, grasp, bend and stack cartons up to 50 lbs.
• Knowledge of  Microsoft Office programs, such as Word and Excel, and Google applications, such as Gmail, Docs, Sheets, etc. 
• This is a full-time position that requires approximately 40 hours per week and occasional weekends according to a pre-planned schedule.

If you would like to apply for this position, please email your resume and cover letter to [email protected] Please include the corresponding job title in the subject line.