Richemont E-Commerce Ambassador

Grand Prairie • USA

Thursday, February 20, 2025

Richemont is a prestigious conglomerate in the luxury goods sector, renowned for its portfolio of iconic maisons, including Montblanc. As an employer, Richemont is committed to fostering a diverse and inclusive workforce that mirrors the diversity of its clientele and communities. The company prides itself on nurturing creativity and knowledge to achieve excellence in all its endeavors.

1. Deliver an exceptional client experience, ensuring successful completion of the shopping journey and meeting efficiency targets.
2. Personalize client interactions and accurately process orders, especially during peak periods.
3. Communicate company policies clearly and maintain client confidentiality in compliance with data privacy regulations.
4. Handle client interactions professionally, turning challenges into positive outcomes.
5. Manage modifications and ensure a high level of client satisfaction throughout the e-commerce journey.
6. Achieve KPIs and SLAs, including NPS goals, and process merchandise returns and shipping claims.
7. Become a subject matter expert on Montblanc’s website and proactively share product insights with clients.
8. Respond to client inquiries regarding order cancellations, returns, and shipping claims.
9. Ensure adequate coverage across communication channels such as phone, email, and live chat.
10. Collaborate with the Client Relations management team to master order processing tools and maintain an accurate client database.
11. Work closely with internal teams to resolve issues affecting client orders or returns.
12. Enhance client data capture and optimize contact channels.
13. Contact clients regarding merchandise returns and shipping claims, mitigating potential fraud.
14. Utilize CRM systems to document client interactions and monitor daily tracking tools for timely resolution.
15. Act as a point of contact for escalated client interactions and service inquiries.

1. 3+ years in a contact center, customer service, or retail environment, or equivalent experience.
2. Experience in eCommerce, particularly in the luxury retail sector, is preferred.
3. Proficiency with Microsoft Office Suite and CRM tools such as SAP and Salesforce.

1. Knowledge and enthusiasm for the luxury brand market segment.
2. High level of maturity, poise, and sound business judgment.
3. Quick learner with the ability to absorb extensive knowledge about Montblanc’s brand heritage.
4. Confidence and technical agility to learn and use multiple applications and systems.
5. Excellent verbal and written communication skills.

A minimum of 3 years in a contact center, customer service, or retail environment, with a preference for experience in eCommerce within the luxury retail sector.

College or Technical Degree preferred but not required.

Salary will be negotiated based on relevant skills and experience.

Richemont offers a comprehensive benefits program including medical, dental, and vision coverage, health savings and flexible spending accounts, life insurance, disability benefits, and a 401(k) with employer match. Wellness reimbursement, paid time off, and volunteer time off days are also provided.

Richemont fosters a culture of diversity and inclusion, aiming to create a workforce that reflects the diversity of its clients and communities. The company values creativity and knowledge, striving to deliver excellence through its commitment to embracing diverse backgrounds and experiences.