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Gräf & Lantz, Inc.

Los Angeles, CA

Careers

Graf Lantz is an unconventional lifestyle bag and home accessories brand creating classic styles in merino wool felt and quality leather hides. All items are made in our Los Angeles studio and factory based in Silver Lake. Good design and strong, sincere values are the core of our progressive fair wage workplace.

 

E-commerce Customer Experience Coordinator - Los Angeles, CA

Graf Lantz is an unconventional lifestyle bag and home accessories brand creating classic styles in merino wool felt and quality leather hides. All items are made in our Los Angeles studio and factory based in Silver Lake. Good design and strong, sincere values are the core of our progressive fair wage workplace.

Graf Lantz is looking for a motivated, detail-oriented, and adaptable E-commerce Customer Experience Coordinator. Experience in the fashion, home or gift market desired. Work in a fast-paced growing start-up. You will work alongside the owners/founders, as well as the design and administration team.

This position is structured as a full-time position and based in Silver Lake, Los Angeles.

What will you be doing?

Ecommerce

  • Customer Service - Main point of contact for day-to-day customer inquiries and concerns and elevate the customer experience.
  • Manage all inquiries and communicate promptly concerning customer orders, returns, refunds, technical help, stock search, general inquiries and more via phone, email, live chat and social media.
  • Maximize cross and upselling opportunities in all email and phone correspondence by suggesting related products to original inquiries, as well as alternatives to sold out requests.
  • Ability to detect design and technical issues from a user’s perspective and provide team with feedback as it relates to site design, navigation, return policies, FAQ, and anything else related to serving Graf Lantz customers.
  • Ensure orders are shipped on a timely basis (48hrs) and notify customer and management if problems/delays arise
  • Optimize current customer service processes for clear opportunities and execute. 

Ecommerce - Platform:

  • Product Creation and management for Ecom and Wholesale - Categorize, Upload Descriptions, Upload images, Cost/Retail Price, etc.
  • Research and report technical glitches
  • Work with the team to execute sales and promotions

Ecommerce - Marketing:

  • Assist in the development of newsletter marketing & assets
  • Collaborate with Digital Marketing team and support their efforts
  • Manage calendar in collaboration with merchandising and marketing team

Reporting

  • Distribute a weekly report with key findings, kpis, sales by channel & customer feedback
  • Daily flash sales reports during sale times

Drop Ship Management

  • Point person & management for all drop ship storefronts
  • Coordinate new product releases and seasons regarding inactive and new product launches with appropriate contacts.

Office management

  • Maintain the phone
  • Order office supplies as needed

Inventory

  • Create and Manage New Skus
  • Create Sku stickers and manage stickering / Barcoding

Best Customer Management

  • Initiate new ideas to reach current customers to increase LTV and retention as well as build our brand story

Sample trafficking & Release

  • Social Media, PR, Influencer Gifting

Wholesale

  • Manage the submission, processing and fulfillment of all wholesale PO’s as needed by Wholesale Manager

VIP and Factory Services

  • Offer best in class personal in house shopping experiences
  • In house factory tours and straight from the factory shopping experience

Skills:

  • Experience in customer service w/ excellent written and phone skills
  • Photoshop/Illustrator skills a plus
  • Experience in fashion/home/gift industry a plus
  • Proficiency in word, excel and QB
  • Experience in Zendesk a plus
  • Extremely organized
  • Self manager
  • Strategic thinker to drive business forward

Job Types: Full-time

Please submit resume as a PDF with cover letter to kim@graf-lantz.com with the subject title- E-commerce Customer Experience Coordinator

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