Job description For the first time in fragrance history, a major, full-blown fragrance collection was launched as an homage to a great city. The name of this fragrance collection is Bond No. 9 (which is also the address of its headquarters boutique at 9 Bond Street, in NoHo). The city it celebrates is none other than, could be no other than, New York. The Bond No. 9 collection of women's, men's, and unisex eaux de parfum has a dual mission: To restore artistry to perfumery, and to mark every New York neighborhood with a scent of its own. Job Responsibilities • Monitors, listens, and responds to customer inquiries while sustaining the appropriate tone of voice across all touchpoints • Ensures quality customer service outreach is consistent across all platforms and provide audiences with appropriate and informative information in a timely manner • Monitor quality of service and provide customer insights • Handles all incoming customer services inquiries via phone, email, and chat • Escalates customer service inquiries when necessary to the correct departments and management • Responsible for the eCommerce return process-ensuring returns are processed correct at the warehouse and manually refunding customers speedily. • Work closely with retail teams and warehouse with orders and omnichannel initiatives • Assist in detailing customer post purchase journey and providing ongoing testing and improvements • Track competitive behavior and isolate business opportunities Skills and Experience • 3+ years experience in customer service, e-commerce operations • A positive attitude with excellent interpersonal skills • Experience in the Fragrance industry • Strong work ethic • Spanish speaking a plus • Analytical and organized with high attention to detail • Interested in ecommerce and digital marketing • Proactive and a self-starter with an entrepreneurial spirit • Proficient with MS Excel, PowerPoint, and Word Pay: $75,000.00 per year Work Location: In person