Nature of Role
The role is led by a customer-first mentality and demands strong skills as well as experience in clienteling and customer service excellence. Skills and experience are supported by structured problem solving, planning, organization skills, and an innovative, collaborative, and cross-functional mindset. These principles must be maintained within the fast-paced operational environment.
Context
Andrews is on a strategic journey to deliver a best-in-class customer experience that is driven by our transition to an omnichannel business and operating model. The Customer Service Associate performs an essential role with their passion for providing best-in-class service to our clients. Passionate about the fashion industry and our business, the Customer Service Associate continuously updates themselves on the latest developments in the fashion industry, trends, and knowledge of Andrews clients and the brands we represent.
Customer Service
- Representing the Andrews brand, delivers exceptional service through a natural desire to connect with clients – providing detail orientated service by enquiring, anticipating, and meeting customer needs and expectations. Aims to deliver the
Andrews transformational shopping experience.
- Firm believer in personal development, continuously updates knowledge of the latest fashion trends, Andrew’s brand, Andrew’s vendors to maintain relevance in the industry and provide the best service to our clients
- Organised and motivated high performer that is driven to achieve personal performance targets
Business Operations
- A team player that supports
the broader team by actively contributing to in-store and company-wide events, promotions, and initiatives.
- A team player that supports the organization by assisting with daily tasks in the store and ensuring self-compliance with company policies and processes, including but not exclusive to:
- Receiving and unpacking newly received merchandise and ensuring all product is floor-ready (sized, steamed, security-tagged, etc.)
- Preparing and shipping customer orders following quality packing and shipping standards
- Accurately completing incoming and outgoing transfers, maintaining the integrity of the store's overall inventory
- Utilizing inventory management systems to maintain the integrity of the store's overall inventory
- Providing general support to the store, including tasks such as but not limited to presentation of store of store, markdowns, reticketing, replenishment
- Providing sales-floor assistance as required
- Provides support to digital functions as required (e.g., content creation, online chat function, store email inbox)
- Providing daily task support to Management as required
- Demonstrate excellent communication skills with in-store team members as well as with team members in the organization
- Is comfortable with cross-functional collaboration, whether it is working with the in-store team or across the organisation with the back office and digital teams.
Competencies, Technical Skills, and Knowledge:
- Knowledge of Clienteling and luxury retail
customer service skills and techniques
- Experienced in a
luxury retail sales environment
- Microsoft 365 Suite:
Outlook, Teams and SharePoint
- Performance and metric driven high-achiever
