Career Opportunity
Customer Service Representative
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Company Description
At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion, and fairness for all. We foster a culture of inclusion through: Talent, Education & Communication, Employee Groups and Celebration.
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
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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.
