Customer Experience Specialist - Alton Lane : Job Details

About Alton Lane

We are a custom menswear brand rooted in heritage, built for sustainability, and propelled by technology and human ingenuity. In 2010, we took the menswear industry by storm with our revolutionary 3D fitting system. Today, we are a leading force in menswear and are about to take the fashion industry to new levels with our most precise fit ever.

Headquartered in Richmond, VA, we have 8 showroom locations across the US and a growing presence in top menswear department stores. We are quickly expanding and building our brand, and while we take what WE do seriously, we do not take OURSELVES too seriously. Here at Alton Lane, we regard work as an essential part of life that should be fun.

When all is said and done, we make and sell fabulous clothes, but our customers truthfully make a difference. Our customers love that our garments are designed in 2 minutes and delivered in as little as 2 weeks. We pride ourselves on taking the guesswork out of getting dressed, so our customers can tackle whatever life throws at them and focus more on what counts.

A career at Alton Lane can provide you with an abundance of opportunities. You'll learn, develop and grow by serving others, building long-term relationships—with customers and colleagues—and achieving inspiring results. We're excited to meet you!

Check out our Instagram and company websites to learn more about who we are.

About the job

Alton Lane is looking to add to our Customer Experience Specialist for our growing Customer Experience Team. We are offering a Flexible Schedule that includes evenings and Weekends.

A Customer Experience Specialist is passionate about developing new processes, organization, supporting a team, and providing an unsurpassed service experience to our customers.

A career at Alton Lane is both fast-paced and highly rewarding. Working here means being entrepreneurial, leading with integrity, taking initiative, thinking big, and working as a team to expand our presence across the country, introducing our brand to new customers, and taking ownership of driving our business to new heights.

Role & Responsibilities

Life at Alton Lane is constantly evolving. No two days are ever the same. A Customer Experience Specialist will proactively manage customer communication in addition to a variety of other tasks, so the ability to multitask, think creatively, and prioritize is critical.

The expectations of a Customer Experience Specialist are:

• Partner with the VP of Sales and Customer Experience Lead to build a best-in-class customer experience for our client base
• Manage the client experience through phone, email, and chat
• Work closely with cross-functional teams to answer customer inquiries and regularly provide updates on their orders, shipments, and production status details
• Ensure customers receive responses in real time
• Track and monitor customer interactions and manage customer information
• Be confident and knowledgeable with customer correspondence regarding style and pricing questions
• Be timely and provide clear, honest, and respectful communication with all customers and team members at all times
• Flexibility to work evenings and weekends

THE ALTON LANE CANDIDATE

You are an individual contributor who is always looking for opportunities to grow and develop in your professional career, meet new people, anticipate the needs of your team and customers, and embrace frequent changes and challenges.

You also have:

• Bachelor's Degree or equivalent work experience in a related field (textiles + fashion merchandising, communication, business administration, etc)
• 2+ years experience in a customer service or retail management role with a demonstrated track record of providing excellent customer support
• Ability to handle escalated customer service issues with empathy and a results and solution-oriented approach
• Strong technical skills including familiarity with Netsuite, Zendesk, JustCall - *preferred
• Self-starter who can operate well in a collaborative team environment with flexibility and agility to handle the competing priorities of a fast growing company
• Ability to multitask to meet pressing deadlines with a high attention to detail

PERKS OF THE ROLE

• Collaborate (and HAVE FUN!) with a dynamic team of driven individuals across the country
• Access to our luxury clothing and accessories through a generous employee discount program
• Opportunity to carve out an exciting career path with a high-growth company
• Direct exposure to leadership and senior management, focusing on high-level sales strategy and business development training

Are you a self-starter with the desire to develop and champion new processes?

If you answered YES to both of those questions, we want to hear from you.

Alton Lane is an Equal Opportunity Employer. We celebrate the diversity of all backgrounds and are committed to creating and fostering an inclusive culture for our Community.