Concierge - Le Labo Fragrances

Le Labo is a niche perfume company, born in Grasse and raised in New York City. We sparked a revolution ten years ago and today, we remain unconventional in the luxury perfumery market. Every fragrance is freshly hand-blended, and each label is personalized, before the eyes of our clients. Mindful in everything we do – from fragrance creations to where we choose to open a new boutique – our primary mission is to share the beauty of our craft with the world. It is more than just product; Le Labo offers sensorial experiences, memories, and a point of view. It is a lifestyle. Our distribution is intentionally selective: with a small number of lab-boutiques existing worldwide and limited counters with curated partners. Our global headquarters are based in New York City and our European office is based in London. We are also a recent addition to the Estée Lauder family.

Overview:

The sole mission for our Concierge is to ensure consumer happiness with Le Labo experiences and products. The day-to-day responsibilities include answering all e-mail and phone inquiries regarding online orders, Le Labo creations and lab-boutiques. This role will also help coordinate online fulfillment processes and facilitate any special requests from consumers. This is a great entry-level role for anyone interested in joining a dynamic, mindful, and growing fragrance company.

The Concierge position will be part of the Digital Team and report directly to the Global Online Client Care Manager and will work closely with all departments (product development, retail, accounting, etc.) to ensure all consumer inquiries are fully answered, and direct-to-consumer after-sales business is supported. This role is based out of our corporate office in Brooklyn, NY.

Responsibilities include but are not limited to:

Concierge Queue Maintenance

• Monitors and maintains HQ Concierge communication channels (email, phone) by categorizing requests according to inquiry type, and forwarding / assigning them to appropriate team members on Salesforce.

• Maintains the Concierge Priority Queue with Time Sensitive Concerns from consumers that need further actioning.

• Maintains relevant E-Commerce Omni- Channel logs and forms, and initiates communication with consumers for notifications of returned orders and out of stock creations.

Order and Product Inquiry Resolution

• Supports with general order and product inquiries via email and phone within the appropriate service level agreement time frame.

• Supports on our Customer Service phone lines and liaising of cases with our relevant Customer Service Representatives to assist in resolving consumer cases in an empathic timely manner. i.e., Product Issues, Service Issues, Purchase Support.

Online Order Liaison

• Liaises with the order fulfillment team to ensure consumer requests are accommodated and fulfilled properly.

• Initiates communication with consumers for online order fulfillment service exceptions i.e., Delays, Order Assortment Modifications.

Consumer Purchase Support

• Assists consumers with their Scent Discovery Journey, by recommending creations and generating Proust Questionnaire results.

• Responsible for assisting consumers with site navigation, order placement, or account registration, and troubleshooting.

• Supports with auto Back in Stock notifications per region for consumers.

Qualifications

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.

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.

The anticipated base salary range for this position is $26.00 per hour to $39.00 per hour. Exact salary depends on several factors such as experience, skills, education, and budget. Salary range may vary based on geographic location. In addition to base salary, this position is eligible for participation in a highly competitive bonus program with possibility for overachievement based on performance and company results.

In addition, The Estée Lauder Companies offers a variety of benefits to eligible employees, including health insurance coverage, wellness and family support programs, life and disability insurance, retirement savings plans, paid leave programs, education-related programs, paid holidays and vacation time, and many others. Many of these benefits are subsidized or fully paid for by the company.

Job: Online / E-Commerce
Primary Location: US-NY-Brooklyn
Job Type: Standard
Schedule: Full-time
Shift: 1st (Day) Shift
Job Number: 2222188

We are an equal opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. 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 USApplicantAccommodations@Estee.com.