*CLIENT SERVICES COORDINATOR*
*About Tappan:* Tappan bridges the gap between collectors, designers and emerging artists.
Tappan represents almost 100 artists based globally and showcases their art, process, and inspiration to collectors, designers and corporate partners.
*About the Role:* The role of the Client Services Coordinator (called the Collector Liaison) provides an exciting opportunity to be the leader in all client facing inquiries, handling customer questions, post-order issues, and connecting our advisors with collectors and trade to increase sales.
The Goals of this position include:
* Answer inbound questions for pre-sale queries, such as artist info, artwork info, framing information, sizing, etc.
* Assist putting together custom invoices for clients, including working closely with operations on custom shipping quotes.
Provide additional art suggestions and ideas.
* Find opportunities to introduce collectors and designers to advising services
* Flag any VIP collectors and designers to Director of Sales + Special Projects
* Handle post-sale items, such as arranging couriers, installation, and any issues such as shipping damage, delays.
* Work closely across advising team and operations to deliver exceptional client services.
* Develop best practices within customer service.
Job Responsibilities Include:
1) Manage Kustomer (Tappan’s client services portal, like Zendesk) via chat, phone, email, and text.
* Answer initial customer inquiries regarding shipping, dimensions, new launches
* Provide answers to collectors on any art questions, frame options, sizing, art options
* Create custom Shopify invoices for clients and track those through to delivery (high-touch customers)
* Find opportunities to introduce customers to complimentary advising services
* Provide instruction to Trade Program for trade clients, introduce advising services, and flag VIP designers
2) Manage Kustomer post-sale questions - chat, voicemail, email, and text.
* Provide shipping status updates, re-direct shipments, hold shipments, help with international shipping queries.
Work closely with operations team on logistics questions and solutions.
* Handle CSOs, including incorrect artwork, lost artwork, damaged artwork, etc.
* Issue store credits, refunds, etc.
* Pass escalated CSOs to Director of Sales + Special Projects to review
* Follow-up with any clients that were assisted pre-sale to ask that artwork was delivered safely and they are happy with their art (“go the extra mile” for any assisted customers).
3) Other Areas of Focus:
* Work closely with operations team on freight carriers, claims, etc.
* Identify areas of opportunity for customer service (processes, recurring issues, etc.
)
* Flag unassisted high value or interesting (hospitality, VIP, etc.
) sales in Shopify to Director of Sales + Special Projects for review and outreach
Skills Needed:
* Client Services Experience, specifically with e-commerce orders and/or high profile clientele
* Experience streamlining process and procedure
* Excellent written and verbal skills
* Interest and/or experience in design and art a plus
Please include a cover letter as to why you are interested in this position.
Job Type: Full-time
Pay: $60,000.
00 - $65,000.
00 per year
Benefits:
* Dental insurance
* Employee discount
* Health insurance
* Paid time off
Compensation package:
* Bonus opportunities
Schedule:
* Monday to Friday
Education:
* Associate (Preferred)
Experience:
* Customer service: 2 years (Preferred)
Work Location: In person