Job Details

Founded in 1906 as a manufacturer of writing instruments, MONTBLANC today creates exclusive products including watches, jewelry, writing instruments and leather goods which reflect our high demands with respect to culture, quality, design, tradition and craftsmanship. With more than 25 subsidiaries and 600 boutiques MONTBLANC is present all over the world.

At Richemont Americas, we aspire to reflect the ever-changing world around us. We are proud to employ talent from many different backgrounds, experiences, and identities to build a continually evolving, inclusive community where the diversity of our colleagues and clients is rich and celebrated. We believe when inclusion is fully embraced and empowered, creativity and knowledge emerge to deliver excellence, advancing the community that is uniquely Richemont Americas.

E-commerce Ambassador

Montblanc | Grand Prairie

Reports to: Client Relations Manager

Role Overview

As a Montblanc E-Commerce Ambassador, you will play a key role in delivering a seamless, high-quality ordering experience that aligns with the Maison's standards of excellence. You will be responsible for ensuring client satisfaction across all aspects of the e-commerce journey, including order processing, after-sales service, and adherence to company policies and procedures. Additionally, you will represent Montblanc by embodying its values, deepening your knowledge of the Maison's history, products, and care guidelines. This role will report into the eCommerce Lead.

Responsibilities

List the primary duties and expectations of the role, in order of importance, including:

• Strategic/functional leadership responsibilities, if applicable
• Essential daily responsibilities
• Collaborative/cross-functional responsibilities
• Managerial/team leadership responsibilities, if applicable
• Minor, task-oriented responsibilities should be combined or referenced broadly (e.g., "Generate periodic reports, as needed.")

Key Responsibilities

E-commerce Client Satisfaction and Experience

Provide an exceptional client experience, ensuring the successful completion of each shopping journey while meeting or exceeding monthly efficiency targets by resolving cases promptly.

• Personalize the client experience whenever possible.
• Accurately process orders, particularly during peak periods, while maintaining efficiency.
• Clearly communicate company policies to clients when necessary.
• Maintain strict client confidentiality and comply with all data privacy regulations.
• Handle client interactions professionally and proactively, turning challenges into positive outcomes by leveraging available resources.
• Provide a seamless order experience by managing modifications and ensuring a high level of client satisfaction throughout the entire journey.
• Achieve key performance indicators (KPIs) and service level agreements (SLAs), including Net Promoter Score (NPS) goals.
• Process merchandise returns and shipping claims initiated by phone and/or website; this will involve a great deal of data entry.
• Become a subject matter expert on Montblanc's website, proactively sharing new features and product insights with clients.
• Respond to a variety of client inquiries, including order cancellations, returns, shipping claims, and label generation.
• Deliver operational excellence by efficiently handling designated inbound calls, emails, and chats within a timeline manner
• Ensure adequate coverage across key communication channels (Phone, Email, and Live Chat) and any emerging platforms such as SMS and Video Chat.

Existing Order Processing

Collaborate with the Client Relations management team to master order processing tools, track client orders, and maintain an accurate and up-to-date client database (CRM). This role also requires proactive follow-up on ongoing requests and fostering strong client relationships.

• Adhere to all internal processes and procedures while ensuring full compliance with data privacy regulations.
• Work closely with internal teams to address and resolve any issues affecting client orders or returns, ensuring a seamless shopping experience.
• Achieve individual productivity goals and targets while providing feedback and identifying opportunities for process improvement.
• Enhance client data capture, identify on-going cases to enhance and optimize the various contact channels.
• Contact clients regarding merchandise returns, shipping claims, and refusals, mitigating potential fraud and minimizing loss.
• Identify, report, and resolve fraud concerns efficiently to ensure prompt case resolution.
• Manage shipping holds due to fraud concerns, including (but not limited to) lithium battery and/or fragrance restrictions, holiday cutoffs, backorders, and out-of-stock situations.

After-Sales Service

Partner with warehouse and sales teams to ensure smooth product deliveries and fulfill after-sales service needs. This role also serves as a primary point of contact for escalated client interactions and service inquiries.

• Confidently utilize CRM systems to document all incoming and outgoing client interactions, ensuring accurate record-keeping.
• Monitor daily tracking tools, including shipping claims and investigations, to ensure timely resolution.
• Act as a point of contact for Medallia survey feedback, proactively reaching out to clients with low NPS scores to address concerns and improve satisfaction.
• Provide efficient resolution for client inquiries related to after-sales service needs and processes.
• Become an expert for client cases regarding care advice, providing feedback to leadership team on process improvements.

Qualifications

• 3+ Years in contact center/customer service environment/retail, or equivalent combination of education and experience from which comparable knowledge and abilities can be acquired
• Experience in eCommerce, especially in the luxury retail sector preferred.
• Proficiency with Microsoft Office Product Suite (Word, Excel, PowerPoint, Outlook.)
• Proficiency related to a call center environment with understanding of SAP, Salesforce and other similar client services and CRM tools.
• Knowledge and enthusiasm for luxury brand market segment (fashion, jewellery, etc.)
• Must display a high level of maturity, poise, sound business judgement, and change management to work with luxury and exceptionally demanding clients.
• Quick learner with the ability to absorb extensive knowledge about Montblanc's brand heritage, product offerings, and service standards.
• Confidence and technical agility to learn and use multiple applications and systems; ability to multi-task on a daily basis between those tools.
• Excellent verbal and written communication skills.

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

We Offer - United States

Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.

At Richemont, We Craft the Future!

Expected Hourly Rate: $22/hr

Salary will be determined based on relevant skills and experience.