Customer Success Specialist

Job summary

The Customer Success Specialist will manage incoming customer inquiries and orders while identifying sales and up-selling opportunities. They will also provide essential support to field sales representatives and maintain accurate records within the CRM database.

Job details

Joseph Ribkoff designs classic and contemporary garments for fashion-forward women with a youthful state of mind. Each one of our carefully tailored pieces offers the effortless fashion, fit, and quality that we’ve been synonymous with. Over the years, the brand has blossomed into a touchstone for timeless, youthful style. Driven by a passion that has never ceased to propel our company’s vision, Joseph Ribkoff has been an ally to women, dressing them with flair and perfect fit for over 65 years. From our quality and distinctly designed products to our unwavering commitment to retail partners, Joseph Ribkoff’s values resonate in everything we do and create. Today, his legacy lives on through the work of a devoted, talented team operating from the four corners of the world. Sold in over 60 international markets, Joseph Ribkoff is a global emblem of quality and elegance. Montreal Corporate Head Office, where most of their employees are based, offers career opportunities in Design, Operations, Sales, Marketing, Finance, IT and HR as well as in the Production and Warehousing facilities. Objective : The role of the Joseph Ribkoff Customer Success Specialist is to engage with customers via phone and email with the highest degree of courtesy and professionalism. Our objective is to continue delivering a world class service and an outstanding customer experience. We are engaged to maintain a high degree of efficiency in our fast-paced and dynamic environment while carrying out transactions and identifying sales and additional opportunities. By supporting a specific region or territory, you will become an extension of our field sales representative and will play a crucial role in the deployment by providing additional customer and sales support. Responsible for : Handling all incoming calls in a timely, efficient and professional manner Processing all orders and inquiries with careful attention, accuracy and timeliness Identifying, understanding and assessing customers’ needs and requirements Identifying selling opportunity with customers and ability to suggesting and up-selling new styles Building concrete relationships with specific clientele through verbal and electronic communications Supporting the Sales Representatives in assigned territory Extracting, analyze, and communicate reports to ensure timeliness of delivery of merchandise Providing accurate and complete information to customers and CRM databases Sourcing new sales opportunities through inbound lead follow-up and outbound calls and emails Identifying additional sales opportunities through outbound calls to designated territory and various company initiatives Routing qualified opportunities to the field sales representative for further development Processing all returns and exchange orders in a timely manner Building strong relationships with internal departments Required QualificationS: 2-3 years of relevant experience in a sales, e-comm, or customer service position, ideally in the fashion industry Excellent written and verbal communication skills in both French and English Outstanding negotiation skills with the ability to resolves issues and address complaints Strong phone presence and experience with call flows Ability to multitask, prioritize and manage time effectively Autonomous and resourceful Capacity to take initiatives and make decisions Ability to work in a fast-paced environment Good knowledge of relevant computer programs (e.g. CRM software) and telephone systems Experience with D365 an asset, and Microsoft 365 software Available full time; Monday-Friday 8h30 am to 5h00 pm Joseph Ribkoff is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.

What you’ll do

The Customer Success Specialist will manage incoming customer inquiries and orders while identifying sales and up-selling opportunities. They will also provide essential support to field sales representatives and maintain accurate records within the CRM database.

Requirements

Candidates must have 2-3 years of experience in sales, e-commerce, or customer service, preferably within the fashion industry. Proficiency in both English and French, along with strong communication and computer skills, is required.

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Problem solving · Preferred
• Data analysis · Preferred
• Sales · Preferred
• Communication · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Sales
• Communication
• Negotiation
• Multitasking
• Time Management
• CRM Software
• Telephone Systems
• D365
• Microsoft 365
• Order Processing
• Up-selling
• Lead Follow-up
• Data Analysis
• Problem Solving
• Outbound Calls
• Lead Follow-Up
• Sales Support
• Resourcefulness
• Customer Success Management
• Professionalism
• Customer Relationship Management (CRM) Software
• Bilingual (French/English)
• Customer Relationship Management
• Finance
• Selling Techniques
• Marketing
• Merchandising
• Operations
• Upselling
• Verbal Communication Skills
• Prioritization

Job areas

• Customer Service & Support
• Sales
• Retail
• Administrative
• Customer Success Specialist
• Sales Support Specialist
• Commercial Sales Representatives
• Sales Representatives of Services, Except Advertising, Insurance, Financial Services, and Travel