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1stdibs // online marketplace for beautiful things
New York City - Astor Place    Posted: Thursday, May 02, 2019
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Designers & architects are extremely valuable members of the 1stdibs marketplace & comprise the fastest-growing consumer segment: Trade. We are seeking a dynamic & passionate Trade Customer Experience Specialist to join our UK team, based in Wyboston Lakes in Bedfordshire.

Expansion into the UK market is a key initiative for the Trade team & this will be our first Trade Customer Experience hire outside of the US. This role will support three London-based Trade Sales members & work in tandem with our global Seller Relations & Logistics teams in both the Wyboston & New York. The Trade Customer Experience Specialist will sit with our Consumer Client Experience Team & will report into the Manager of Customer Success, UK.

The Specialist will provide a seamless purchasing experience for our Trade clients, ensuring all details of an order are executed with the highest level of service. This role is cross-functional, interacting with both buyers & dealers, resolving order-related service queries as well as facilitating shipping-related support as required.

The team is continually making improvements & taking on new projects, & were looking for driven self-starters who will help us to tackle these challenges & stay on top of the competition.

What youll do

  • Provide excellent customer & technical support via phone & email
  • Educate clients on how to navigate & utilise the 1stdibs platform, including Trade-specific tools
  • Communicate procedures, policies & effectively manage client expectations
  • Proactively resolve customer issues or concerns using critical-thinking & customer service skills
  • Maintain a calm & positive demeanor with all clients, colleagues, internal & external contacts
  • Multitask & utilise multiple systems concurrently to efficiently gather customer & order information & respond to inquiries
  • Collaborate with internal departments including Sales, Logistics, Finance, & Dealer Account Management to ensure a smooth, seamless luxury experience
  • Attend & contribute to a variety of team meetings, ranging from company-wide to strategy & brainstorming sessions within the group

What you'll bring

  • 1 - 3 years of experience in a fast-paced customer service, account management, or e-commerce environment
  • Outstanding communication skills, both verbal & written, with the ability to convey information in a clear & concise manner
  • Problem-solving skills with attention to detail & the ability to identify & anticipate customer issues by asking probing questions
  • Patient & level headed, able to handle escalated clients in a calm manner & diffuse challenging situations
  • Strong time management & the ability to prioritize
  • Collaborative team player who is always thinking about the department/company goals & always willing to step up & help out
  • Experience with SalesForce and/or other CRM systems
  • Luxury goods experience a strong plus

1stdibs is the worlds largest online luxury marketplace for rare & desirable objects. It has become the go-to source for the world's leading interior designers & consumers to find antiques, furniture, jewelry, vintage fashion & fine art.

Backed by Benchmark Capital, Insight Venture Partners, Index Ventures, Spark Capital & Alibaba, 1stdibs is a unique blend of expert curators & seasoned Internet executives from companies including Amazon, Google, eBay,, PayPal,and Twitter.

1stdibs is an equal opportunity employer. We celebrate diversity & we are committed to creating an inclusive environment for all employees.

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