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Lead/Sr Coordinator - Customer Engagement

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Digital
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227180 Requisition #

The Lead/Sr Customer Engagement Coordinator is responsible for driving the Customer Engagement team workflow and representing AEO Customer Engagement to customers, store management, and internal and external business partners for all AEO Inc. brands. 


RESPONSIBILITIES:

  • Use judgment to resolve customer issues, escalated incidents, and supervisor calls
  • Communicate and provide proactive information concerning customer related issues to key business partners
  • Create daily work plan for the Customer Engagement team
  • Monitor backlog and align staffing to maintain service level targets for all Customer Engagement tasks and lines of business
  • Monitor inbound dependencies to ensure timely delivery and prevent interruption of workflow
  • Communicate operational and staffing challenges to the Customer Engagement Manager
  • Ensure pulse reporting is delivered as scheduled
  • Provide manual volume, driver, and productivity reporting to internal business partners as needed
  • Support onboarding of new hires during the post-training nesting period
  • Partner with CE Training team to maintain accurate Knowledge Base content and template scripting
  • Partner with AEO and Todd Snyder Systems teams to provide User Experience feedback and system update information as needed
  • Partner with QA team and Customer Engagement Manager to facilitate QA improvements
  • Serve as the designated point of contact for all internal Todd Snyder Customer Service communications and attend meetings as needed
  • Collect and deliver Todd Snyder product release and promotion information to the Todd Snyder Customer Service team
  • Communicate with AEO field supervisors regarding customer inquiries and feedback regarding Store Management actions
  • Other duties as assigned

QUALIFICATIONS:

  • Bachelor’s Degree or equivalent experience preferred
  • Spanish or French a plus
  • Minimum 1 year specialty retail experience; management experience preferred
  • High degree of proficiency MS Office Suite, Outlook & Internet applications
  • Strong analytical prioritizing , interpersonal, problem-solving, organizational and presentations skills
  • Excellent verbal and written communication skills
  • Demonstrated collaborative skills and ability to work well within a team
  • Ability to work with and influence peers and senior management
  • Ability to work in a fast-paced and deadline-oriented environment
  • Self-motivated with critical attention to detail, deadlines and reporting
  • Must be available to work nights and weekends

American Eagle Outfitters is an Equal Opportunity Employer

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