"Alerted.org

Le Labo Brand Introduction

Le Labo fragrances was born in Grasse (France), raised in New York (USA) and offers artisanal genderless scented creations (fine perfumery, home fragrance as well as formulas for body, hair, and face). Le Labo stands for "the lab" in French: Each of our boutique’s function like an open laboratory designed as an entertainment park for the senses where people can take the time to smell and touch raw ingredients in order to awaken their olfactory system and trigger emotions. We freshly hand-blend our fragrances on site, to the order and each label is personalized with the date and place of the formulation as well as a message chosen by our client. Creating soulful Beauty with Care through our craft of slow perfumery is the heartbeat of our company. We work with a community of craftspeople who shape our world: the flower harvesters, the local family farms, the candle hand-pourers, the reclaimed wood artisans, the lab technicians etc.

Joining Le Labo means joining a scented Revolution initiated more than 15 years ago as the antidote to mainstream fragrances and conventional marketing approaches. Being able to nurture our "small" roots and artisanal ethos while scaling our actions to become "big" and reach more people is our current balancing act for which we need support. Check out our manifesto online if you are intrigued, and please only engage if you truly connect with it.

Job Summary

The sole mission for our Concierge Team is to ensure consumer happiness with Le Labo experiences and products. The day-to-day responsibilities of a Concierge Operations Coordinator includes supporting global E-Stores and Concierge advisors with administrative tasks related to the online fufillment processes and after – sale client care. This is a great entry-level role for anyone interested in joining a dynamic, mindful, and growing fragrance company.‬‬

The Concierge Operations position will be part of the Online Team and report directly to the Global Online Client Care Manager and will work closely with cross functioning departments (global consumer care, e-commerce logisitics operations, web-tech operations and retail, etc.) to ensure direct to consumer after-sales business is supported.

This role is based in our Williamsburg, Brooklyn office.

Overview of Primary Responsibilities

ONLINE ORDER AFTER-SALE LIASION

+ Liaises with the order fulfillment team and client care advisors to ensure any after-sale accomodiations are processed and fulfilled properly.

+ Notifies online consumers of fulfillment service exceptions i.e., Delays, Order Assortment Modifications, Returned Orders

+ Supports client care advisors and e-store with the maiteneance of shared logs

+ Supports team leadership with approval and processing of refunds in accordance with market specific terms and conditions across various payment processors.

CLIENT CARE ADMINSTRATIVE SUPPORT

+ Brand.Com replacement order audits and monthly reporting support for market specific insights and trends for operational improvements.

+ Collaboration with management and team leadership to set department wide efficient processes

+ On site weekly processing and logging of product returns

SHIPPING CARRIER AFTER-SALE SUPPORT

+ Leverage dedicated shipping carrier tools and systems to investigate orders with no movement, manage loss claims, and support timely resolutions for both clients and internal teams.

+ Process and track client product returns, ensuring accurate documentation, reconciliation, and handoff between Concierge, Fulfillment, and Finance as needed.

+ Support with the compiling and delivery of after-sale carrier and fulfillment resolution reporting, for operational insights and trends to department leadership while supporting advisors with real-time case escalation support.

CHAMPION AND STEWARD Le Labo VALUES

+ Commit to broader responsibility & accountability for sustainability, diversity & inclusion while staying true to the Le Labo mission

+ Demonstrate kindness and respect, empathy, inclusion, and humility, and ensure these are at the core of all interactions

+ Embody the values of the manifesto through our actions, and drive accountability for contributing to the growing internal culture of Le Labo

+ Create value and positive impact across all elements of our Brand, operations, teams, partners, and the broader world

+ Exude passion for Le Labo and deeply appreciate, understand the Brand DNA

Qualifications & Skills

+ Strong empathic values, and active listening skills.

+ Strong communication, interpersonal and analytical skills.

+ Aptitude to provide excellent client service, and high-touch resolutions.

+ Proficient in MAC OS, and MS Office applications. Salesforce is a plus.

+ Ability to multi-task, have a sense of urgency and can perform under pressure.

+ Willingness and flexibility to work all shifts including weekends and overtime during busy periods.

+ 1 year experience in retail or call center environment.

+ Cosmetics/skincare retail experience a plus.

Equal Opportunity Employer

It is Company's policy not to discriminate against any employee or applicant for employment on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. The Company will endeavor to provide a reasonable accommodation consistent with the law to otherwise qualified employees and prospective employees with a disability and to employees and prospective employees with needs related to their religious observance or practices. Should you wish to apply for this position or any other position with the Company and you believe you require assistance to complete an application or participate in an interview, please contact [email protected].