Customer service

 

Perry Ellis International, Inc. represents a diverse portfolio of lifestyle apparel brands. The Company, through its wholly-owned subsidiaries, owns and licenses nationally and internationally recognized brands including Perry Ellis®, Original Penguin® by Munsingwear®, Laundry by Shelli Segal®, Rafaella®, Cubavera®, Ben Hogan®, Savane®, Grand Slam®, John Henry®, Manhattan®, Axist®, Jantzen® and Farah®. The Company enhances its roster of brands by licensing trademarks from third parties, including Nike® and Jag® for swimwear, and Callaway®, PGA TOUR®, and Jack Nicklaus® for golf apparel.

 

SUMMARY

As a customer service representative at Perry Ellis International play a crucial role in maintaining customer satisfaction and loyalty. Key responsibilities include responding to inquiries, providing accurate information about products and policies, and efficiently addressing and resolving complaints. CSRs assist with troubleshooting, process orders, and returns, and provide order status updates. They build and maintain positive customer relationships, follow up to ensure satisfaction, and keep detailed records of interactions and transactions. Staying updated on product knowledge, policies, and industry trends is essential, along with participating in training sessions. CSRs collaborate with other departments to resolve issues, share customer feedback, and use customer relationship management software proficiently. Effective communication, active listening, adherence to company policies, and protection of customer data and privacy are critical. By fulfilling these responsibilities, CSRs at Perry Ellis International support and satisfy customers, contributing to the company's success and reputation.

 

A flexible schedule is a must, as we operate and service East and West Coast, Monday - Friday and occasional weekends to support our online e-commerce business at peak times & holidays.   

DUTIES AND RESPONSIBILITIES: 

• Respond to customer inquiries via phone, email, chat, or social media.
• Provide accurate information about products, services, and company policies.

• Address and resolve customer complaints efficiently and courteously.
• Assist customers with troubleshooting issues and finding solutions.

• Process orders and returns accurately.
• Provide order status and tracking information to customers.

• Establish and maintain positive relationships with customers.
• Conduct follow-up communications to ensure customer satisfaction and resolve ongoing issues.

• Keep detailed records of customer interactions, transactions, and complaints.
• Report recurring issues or feedback to management for process improvement.

• Stay up-to-date with product knowledge, company policies, and industry trends.
• Participate in training sessions to continuously improve skills and knowledge.

• Work with other departments (e.g., sales, technical support) to resolve customer issues.
• Share relevant customer feedback and insights with the team.

• Proficiently use customer relationship management software and other tools.
• Handle multiple customer interactions and tasks simultaneously.

• Communicate clearly and professionally, both verbally and in writing.
• Actively listen to customers to understand their needs and concerns.

• Follow company policies, procedures, and guidelines.
• Protect customer data and privacy in accordance with regulations and company policies.

 

SKILLS, KNOWLEDGE AND ABILITIES

• Ability to work well with co-workers and other staff members in different departments 
• Skill in providing excellent customer service
• Ability to multi-task and take on anything given, detail-oriented, capable of working under pressure
• Ability to make quick and appropriate decisions that will benefit the company and our customers
• Skill is using Essentus system, Business Objects, Web System
• Ability to use administrative software like Google Documents, Microsoft Excel
• Ability to learn new programs within a timely manner.

 

PHYSICAL DEMANDS

This position requires the normal demands of any job, such as sitting, standing, reaching with arms and hands, walking, talking, and hearing.  When checking inventory for office supplies received, or need to put supplies away, assisting in the warehouse to receive or ship out packages.

 

WORK ENVIRONMENT

While performing the duties of this job, the noise level in the work environment is usually moderate. 

 

MINIMUM REQUIREMENTS

• Bachelor's Degree is a plus!
• Customer Service experience (retail or call center)
• A person must speak fluent english (excellent phone, verbal, written skills).
• Bilingual (Spanish) a plus