E-Commerce Concierge

Holt Renfrew - Toronto, ON (30+ days ago)

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At Holt Renfrew our mission is to present exceptional experiences together with the finest luxury products for life’s every day and extraordinary moments. Every Holt Renfrew employee enables this mission and defines the luxury lifestyle shopping experience through building lasting relationships with our people, customers and partners.

The Ecommerce Concierge brings the online experience to life by providing Holt Renfrew clients with superior customer experience and service when they come to store to pick up their online purchases.

Specific responsibilities include (but are not limited to) the following:

Ability to execute the HoltRenfrew.com in store pick up process from order fulfillment to customer pick up ensuring a seamless customer experience
Consistently deliver an elevated and extraordinary level of customer service to all clients when they arrive in store to pick up their Holtrenfrew.com purchases
Maintain expert knowledge of store layout, available services, departments and location of various products throughout the store
Ability to manage, resolve and respond to customer service issues, incoming inquiries, and requests (in person or via phone or email) within policy and partner with selling management on any issues outside of guidelines
Understand and be an expert of the POS/Online/Hybris order management systems to quickly search, process and research customer orders
Track, record, and prioritize, the timely completion of all HoltRenfrew.com in store pick up orders requiring immediate action
Verifies all HoltRenfrew.com in store pick orders ensuring merchandise accuracy and Holt Renfrew quality & control standards
Develop and maintain effective relationships throughout the store in order to provide the ultimate service experience
Manage and partner with respective store departments to ensure efficient movement of product between floor, alterations, stockroom and shipping ordered for HoltRenfrew.com
Regularly close any outstanding online pick up orders or online pick up orders/sales that require follow up through phone, mail, and electronic methods
Ensure HoltRenfrew.com store pick up stockroom/orders/area/systems are maintained to standards
Partner with respective department Sales Managers and Associates to return refunded/exchanged merchandise back to the sales floor

The ideal candidate:
High School Diploma
Previous experience in a retail and/or customer service environment
Highly service-oriented with exceptional organizational and follow up skills
Intermediate to Expert computer skills
Passionate about fashion and luxury retailing

The measures of success:
Contribution to financial objectives
Individual objectives linked to the achievement of department goals
Feedback from internal and external clients
Leadership behaviours - all employees at Holt Renfrew are expected to lead with:
Passion – Own It
Excellence – Elevate every moment
Warmth – Be open to the world
Unity – Work together as a team to create One team, One Holts