Analyst, Customer Support

Job Description

Job Description

Who we are:

Saks Global is the largest multi-brand luxury retailer in the world, comprising Saks Fifth Avenue, Neiman Marcus, Bergdorf Goodman, Saks OFF 5TH, Last Call and Horchow. Its retail portfolio includes 70 full-line luxury locations, additional off-price locations and five distinct e-commerce experiences. With talented colleagues focused on delivering on our strategic vision, The Art of You, Saks Global is redefining luxury shopping by offering each customer a personalized experience that is unmistakably their own. By leveraging the most comprehensive luxury customer data platform in North America, cutting-edge technology, and strong partnerships with the world&aposs most esteemed brands, Saks Global is shaping the future of luxury retail.

Saks Global Properties & Investments includes Saks Fifth Avenue and Neiman Marcus flagship properties and represents nearly 13 million square feet of prime U.S. real estate holdings and investments in luxury markets.

Role Summary

As an Analyst Post Sales Support, you will play a crucial role in resolving customer issues with accuracy, empathy, and a strong sense of ownership. This role requires sound judgment, investigative thinking, stakeholder communication, and clear decision-making to ensure every customer receives timely, personalized support that encourages loyalty and return business.

Key Qualifications

- 12 years of experience in customer service, sales support, or a related back-office function.
- Strong analytical and problem-solving skills.
- Excellent written and verbal communication skills.
- Ability to manage multiple systems and coordinate with cross-functional teams.
- Skilled in stakeholder management, with the ability to clearly articulate case context and collaborate on solutions.
- Ability to prioritize effectively
- Team-oriented and open to feedback and collaboration.
- Experience in post-sales support within e-commerce, retail, or logistics.
- Prior experience managing multiple case queues or ticketing systems.

Role Description

- Proactively address older or pending cases to avoid customer dissatisfaction.
- Treat each interaction uniquely no templated or robotic responses.
- Use internal tools and historical data to research and resolve customer issues.
- Consider customer value and spend history when prioritizing and resolving issues.
- When spending history is limited, use tone, context, and sentiment to guide decision-making.
- Identify unclear or sensitive issues, customer issue patterns and escalate appropriately to senior team members or managers.
- Deliver thorough resolutions from start to finish, ensuring quality and satisfaction.
- Manage Multiple Queues Efficiently: You will work across a variety of operational queues and systems, including emails, order cancellations, international orders, shipping escalations.
- Engage effectively with internal stakeholders such as Sales, Operations, Logistics, and other customer support teams to provide timely updates, clarify case details, and ensure alignment across departments for issue resolution.
- Engage in weekly performance reviews focusing on productivity, case quality, hygiene, and timekeeping, and be open to constructive feedback to improve individual and team outcomes.
- Participate actively in daily team meetings to review previous days performance, help set goals (such as cases per hour) and discuss highlights and challenges.

Your Life And Career At Saks Global

- Opportunity to work in a dynamic fast paced environment at a company experiencing growth and transformation
- Exposure to rewarding career advancement opportunities across the largest multi-brand luxury retailer from retail to distribution, to digital or corporate
- Comprehensive benefits package for all eligible full-time employees (including medical, vision and dental)

Saks.com is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.