Customer Service Representative

Ralph LaurenHigh Point, North Carolina, United States

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Position Overview

Develop customer relationships to increase customer loyalty for the Ralph Lauren brands supported on the websites and in national advertising. Interact with customers in a multi-channel environment, utilizing multiple systems, and browsers, in an efficient and professional manner. Learn and effectively articulate the Brand and the product of Ralph Lauren to ensure the delivery of a legendary customer experience in every contact.

Essential Duties & Responsibilities

Learn Ralph Lauren products and lifestyle in order to respond to inquiries about the current season of merchandise featured on Ralph Lauren Corporation websites
Maintain a positive, customer centric focus
Assist customers with navigating and placing orders on the websites
Respond to a variety of incoming contacts including products, sales / promotions, orders and returns
Listen to customers to understand their needs; utilize knowledge and tools to appropriately respond to their needs
Maintain a thorough knowledge and skill base of : product, operations, policies, procedures and computerized information systems
Confidently navigate the Ralph Lauren websites, internet, customer support systems and company supported intranet
Communicate and manage customer conflict resolution in a professional manner
Use effective decision-making, problem solving and communication skills
Research inquiries and de-escalate customer’s concerns
Use appropriate telephone etiquette and interpersonal skills
Provide merchandise recommendations to customers who are placing orders and inquiring about items
Demonstrate professionalism by creating a positive image for the Ralph Lauren Corporation
Confidently interact with customers and other internal departments in a clear, concise, courteous and professional manner
Perform other duties and special projects as assigned

Experience, Skills & Knowledge

Knowledge, Skills and Abilities :

Must be a current regular Ralph Lauren Employee

Must not be on any levels for performance or attendance

Post high school education preferred

Previous retail experience is a plus

Internet savvy, with the ability to navigate through multiple browsers and various search engines

Solid keyboard and computer skills - including Microsoft and Windows based programs

Ability to work in a fast paced environment under the direction of a Team Manager

Detail oriented

Excellent verbal and written business communication skills

Professional, flexible, positive team player

Ability and willingness to learn new skills and technologies

Passion for providing great service to customers

Must be able to work weekends, evenings and holidays

Work Conditions :

Varied hours as business needs change

Dexterity of hands and fingers to operate a computer keyboard, mouse and to handle other computer components

Ability to sit for extended periods of time

Must currently be achieving or exceeding all performance metrics and have NO current levels of counseling for metrics / performance, attendance and / or behavior.

Ralph Lauren will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance laws.

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Customer Service Representative • High Point, North Carolina, United States