*Based in Quezon City, Metro ManilaAbout Jill Lao:Jill Lao founded her eponymous label in 2017 after graduating from Parsons School of Design in New York. An ode to the multifaceted spirit of the modern woman, the label celebrates empowerment and freedom through elevated wardrobe classics to move and live in. From everyday living to special milestones, each Jill Lao garment is intended to bring you joy and is designed to transcend time and trends.Purpose of the role:The Client Service Coordinator supports the needs of Jill Lao’s clients by ensuring they have a positive experience throughout their entire Customer Journey. The main role of the Client Relations Coordinator is to help maximize Jill Lao’s clients’ and end-users’ experience through the flawless execution of first-class client support so that they remain Jill Lao clients for many years to come. This role will be the main point of contact for jilllao.com and a direct liaison with our internal teams. The ideal candidate has a proven history of building strong customer relationships and clientele base.Responsibilities include but are not limited to:Customer Service• Act as the main point of contact for Jill Lao’s top clients and update their preference/profile sheet• Develop one-on-one client relationships through regular communications, and refer to individual’s order/return histories to enhance understanding of client base• Exceed the expectations of our clients by showing best in class service and implement best practices to drive engagement for retention purposes• Anticipate client needs by staying up-to-date on all Jill Lao products and updates (sustainability, production, events, etc.)• Provide customer feedback to internal teams by different means• Assess daily/weekly service levels and quality of service and report regularly to relevant management regarding any risks or opportunities identified• Create and implement new selling opportunities based on client needs to ensure sales targets are met Implement customer service improvement strategies that increase productivity, gain efficiencies, decrease customer friction, and enhance customer retention• Partner with logistics and operations teams to improve operational efficiency and customer experience• Monitor web order and return flowManages client complaints and escalations• Responsible for the implementation of online trunk shows, pop-up stores, and any new Customer Service projects or processes• Manage the stock levels of CS packaging and other CS items• Main point of contact with the warehouse and production teams, communicating regularly on any fulfilment issues• Process customer returns accurately and in a timely manner• Provide accurate information about current product assortment to customers• Resolve shipping issues with local shippers and with FedexEcommerce SupportSupport on product launches, assist with inputting of product data, and general shopify and Shopify plugins maintenanceRequirements and Qualifications:• 2+ years customer service experience required• Prior experience working in the fashion industry (online and/or retail experience preferred)• Experience with Shopify preferred• Excellent written and communication skills, strong attention to detail• Team player with a proactive approach and also capable of working independently• Comfortable working with many cross-functional partners, across all management levels• Highly flexible and adapts well to a rapidly changing environment• Strong problem solving and critical thinking skills• Must be proficient in ExcelInterested candidates may send all cover letters and resumes to: studio@jilllao.com.Subject line must read “Client Relations Coordinator” in order to be considered.