Serena & Lily

Designer

• Monitor and communicate order status updates to the sales team (including availability issues and backorder notifications).
• Partner with Retail Operations to complete required order updates.
• Monitor and reconcile order payment issues.
• Partner with Retail Support on delivery challenges.
• Partner with Customer Care in regard to order consolidation requests.
• Process COM and Custom Upholstery Orders.
• Assist with inventory receipt and organization; perform regular cycle counts.
• Manage system Inventory Dashboard (for prompt receipts and fulfillments).
• Any other tasks and responsibilities as assigned by Leadership.

Design Shop Order Coordinator

Customer Support

• Ensure every interaction is seamless and stress-free.
• Provide expert support across multiple channels (phone, email, SMS, and live chat).
• Resolve order inquiries and deliver exceptional service that builds long-term customer loyalty.
• Act as the face of the Serena & Lily brand.
• Respond to inquiries, resolve complaints, provide design consultation, and troubleshoot technical issues effectively.
• Develop rapport with customers to build brand loyalty.
• Process customer orders, returns, replacements, or other post-sale transactions accurately and efficiently.
• Maintain accurate records of customer interactions, inquiries, complaints, and actions taken.

Seasonal Customer Care Specialist

• Embody and operate by the Serena & Lily Brand Ethos (Innovation, Style, Integrity, Optimism, Expressiveness, Confidence, Courtesy & Appreciation)
• Acts as brand steward in all interactions with Clients, Designers, Vendors and Co- workers
• Create a warm, welcoming, inspiring on brand client experience
• Provide relevant design advice, product knowledge and product recommendations both in store and through virtual design appointments to ultimately contribute to brand sales goals
• Resolve client needs quickly through swift communication and partnership from leadership
• Drive customer retention and loyalty through order and quote follow up
• Assist in receipt of shipments, transfers, as well as merchandising; ensure selling floor is adequately presented and stocked to brand standard
• Proactively clientele using S&L leads to provide an enhanced customer experience for all customers including members of our Trade Program
• Other tasks assigned by Leadership

Design Shop Order Coordinator

Seasonal Customer Care Specialist

Design Shop Order Coordinator

Design Shop Advisor