North America Customer Experience Associate in Los Angeles, California at Stussy, Inc.

About Stussy

In the late ’80s and early ’90s, a brand was born from the Southern California surf scene and swept through the clothing landscape to redefine the look and ideology of casualwear. That brand was Stüssy, a label that grew organically from youth movements and inadvertently revolutionized the clothing business.

Shawn Stüssy was a surfer who used to shape his own boards for friends and locals in Laguna Beach, California. Stüssy began screening t-shirts and shorts to sell along with the surfboards as a form of promotion; his surname written in a graffiti-influenced hand style was to become the company logo. Stüssy inadvertently fell into the clothing business through his deep-rooted love of surfing, and in a few short years, people were talking within the small, insular world of surf and skateboarding in the late ‘80s. Shawn set up small showrooms in New York and California and hit the road, showing his designs to stores he respected. The brand grew during a time when epochal shifts that now frame contemporary popular culture were taking place. In the music scene the late ’70s gave us punk, while the early ’80s brought us a new DIY type of music called rap. Punk broke creative and aesthetic barriers and taught us that anyone could have a band. Rap pushed social boundaries and explored the ideas of remixing and sampling. These new ideas and territories created a new modern platform for fashion and cultural expression. The designs and overall aesthetic touched on references from a range of underground subcultures that resonated with Stüssy. This approach appealed to a worldwide network of creative youth who shared a common interest in surf-culture, skating and music. Limited distribution fuelled the desire internationally, and those who wanted the gear found it and felt a part of something bigger in the process.

With Stüssy’s success came the opportunity to travel and spread the Stüssy vibe. The clothing was inspired by an international group of musicians, skaters, DJs and artists with similar tastes; trendsetters in New York, London, Tokyo and other areas of the world were eager to get aboard this movement inspired by a network of like-minded individuals. This group of friends later became the “International Stüssy Tribe” with chapters in New York, Tokyo, London, Berlin and Los Angeles. With a strong network of tribe members wearing the brand in clubs and on the scene across the globe, the Stüssy message spread organically. The brand was committed to producing relevant, good quality clothing at a reasonable price available only at very select stores worldwide in limited quantities. This was an entirely new concept at the time, which has since been used to varying degrees of success.

About the role

Stüssy is seeking a full-time North America Customer Experience Associate. The Customer experience Associate will be responsible for providing service and support for Stüssy's customers via chat and email, resolving billing issues, technical problems, general questions, and handling escalations. Successful applicants will be able to field a large volume of email inbounds and Live Chats to ensure all customer communications are successfully managed. This role reports to Global Customer Experience Manager. Standard schedule is Monday-Friday, 7:30am-4:30pm PT; occasional flexibility may be required to support launch-week volume.

What you'll do

E-commerce Customer Service Experience

• Field customer email and chat inbounds
• Follow up with customers on an as-needed basis to provide timely solutions
• Focus on ensuring one-chat/email resolution to customer issues, to reduce repeat customer requests
• Provide an exceptional customer service experience
• Handle escalations and troubleshoot customer experience topics
• Demonstrate knowledge of shipping carriers (FedEx, DHL, DPD, Royal Mail, etc.)
• Maintain a professional attitude and behavior
• Periodically compile data for reporting on KPIs

North America & EMEAS Customer Experience Team Support

• Utilize a live document to manage the relationship with our 3PL and Customer Experience Team
• Partner with internal departments (Operations, 3PL) to help streamline business flow
• Process back-end administrative functions such as inventory management, RA, and credit memos
• Partner with 3PL on troubleshooting issues (pick tickets, cancellations, address updates)
• Support other global regions (North America, EMEAS)

Qualifications

• 4 years of relevant customer service experience (retail and/or e-commerce)
• Excellent customer service and interpersonal communication skills (written and verbal)
• Bilingual is a plus
• Understanding of operating multiple ERP systems
• Proficiency in MS Office and Google Applications (Excel, Word, PowerPoint, Sheets, Slides, Docs)
• Ability to follow up on customer orders and with logistics departments in a timely manner
• Demonstrated ability to multitask and work in an evolving, fast-paced environment
• Knowledge of the Stüssy brand and ethos, as well as the wider fashion landscape
• Must be detail-oriented and strong as both a team player and individual contributor
• Reliable transportation for commute to and from the LA Arts District office