TRADE SPECIALIST

Remote, US

We are seeking a highly motivated, dynamic, and customer-oriented individual to join our team as a Trade Specialist. Candidates for this role must be able to provide a five-star, luxury experience to all Serena & Lily Trade Program members. The primary goal will be to ensure customer satisfaction by addressing inquiries, resolving issues, and providing accurate information about our products and services. We are looking for a full-time associate to work the following schedule: Monday through Friday 8:30am to 5:30pm ET. 

RESPONSIBILITIES:

Trade Customer Service: Act as the face of the Serena & Lily brand, providing a first-rate customer experience via various channels (phone & email) to provide prompt and professional assistance. Respond to inquiries, resolve complaints, and troubleshoot technical issues effectively. Develop rapport with Trade Program members, empathizing with their situations to build brand loyalty. 

Product Knowledge: Become a Serena & Lily brand advocate by developing a deep understanding of our products and services to provide accurate and up-to-date information and advice to our Trade members. Stay updated on product features, pricing, promotions, and any relevant changes or updates.

Problem Resolution: Proactively work to investigate and resolve Trade member issues or complaints in a timely manner. Act as a liaison between the Trade member and internal departments, ensuring effective communication and a satisfactory resolution.

Order Processing & Accounts: Process Trade orders, returns, replacements, or other post-sale transactions accurately and efficiently. Verify and update Trade account information, payment and tax details, and shipping addresses as required. Gather relevant information about Trade Program prospects and facilitate application with supporting materials for team review and approval. 

Documentation: Maintain accurate records of Trade member interactions, inquiries, complaints, and actions taken. Utilize customer relationship management (CRM) software or other systems to track and manage interactions and follow-up tasks.

Feedback: Actively listen to Trade member feedback, suggestions, or concerns. Identify trends or recurring issues and provide valuable insights to improve products, services, or processes.

Quality Assurance: Adhere to established service standards and guidelines. Maintain a high level of professionalism, accuracy, and efficiency in all Trade member interactions. Continuously seek feedback to improve performance and meet or exceed service targets.

REQUIREMENTS: 

Proven experience in a customer facing service role or similar position.

A passion for delivering exceptional service while demonstrating patience, warmth, empathy, and optimism when presented with inquiries or complaints.  

Creative problem-solving and critical-thinking abilities.

Strong ownership of customer issues and excellent organization and follow-up skills.

Ability to multitask, prioritize, and manage time effectively.

Comfortable with multitasking through multiple platforms.

Proficiency in using customer service software, CRM systems, and other relevant tools. Gladly and NetSuite experience is a plus. 

Strong accountability and understanding of metrics-based work expectations. 

Ability to work in a fast-paced, remote environment.

Exceptional verbal and written communication skills.

Strong command of the English language.  

Understanding of the interior design industry is a plus.

This position is 100% remote and we are hiring in the following states: Arizona, California, Connecticut, Delaware, Florida, Georgia, Illinois, Massachusetts, Maryland, Michigan, North Carolina, New Jersey, New York, Oregon, Pennsylvania, Rhode Island, South Carolina, Texas, Washington.

COMPENSATION:

$22-24/hr

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