B2C Customer Service and Sales

Customer Service is the first person most customers communicate with when they have
a problem. The Customer Service Representative must handle complaints quickly,
provide appropriate solutions for customers, and follow up to resolve any issues
their customers experience. Second to this is to use this opportunity to familiarize the
customer with our Brand, learn about the customers preferences and make suggestions
of other products they might want. Make each customer your friend and potential VIP
that you can send new product info, upcoming store events and any other information
you think will interest them.

Online Store (shopify):
Customer Service Support, answering any question they may have (product information etc)
Yodpot to be published and answered within 24/hr
General Follow Up/ Email and Voice Mail to B2C.
Tidio Chat - staying online to make sure clients have access to you
Facebook - respond to all posts, inquiries, reviews, etc.
Instagram - respond to all posts, inquiries, reviews, etc.
Create exchange order when needed for clients, for refunds clients should be called (to de-
escalate the situation and find a solution without upsetting the customer)
All RAs handled (created)
Handling exchanges.

Customer Returns and Exchanges:
Return status verification
Handling returns through Shopify
Verify returns received
Receive return in Netsuite ( If purchased at full price process refund in Shopify)
Invoicing
- Dropship accounts and B2C
- Invoicing Dropship daily
- Store credit
Shipping/Fulfillment Center
Verify all orders sync to fulfillment center
Coordinate shipments with fulfillment center
Confirm all ship on time
Confirm tracking numbers sync to all portals

Website:
YOTPO - maintaining good reviews, posting, and responding to all reviews
Tidio Chat - staying online to make sure clients have access to support at all times
Making sure website is always working and updating IT if not

Sales Strategy B2C VIP:
Top Spender - VIP People (Analyzing the data to see who are our VIPs and out flowing to them
to send new products etc,)
Sales Force (calling, selling, upselling)
Last Order; 90 days (Reaching out to check in with customers, sending suggestions etc.)
Repeat Customer;
Trades with Other Businesses
Coaching (Showing the customer how to coordinate outfits, what would draw their outfit together
etc. )
Upselling the customers who have questions or reach out - outfit suggestions etc.
Using the ‘Abandoned cart’ as another reason to outreach to customers and help them
complete their purchases while upselling them.

B2C Inventory / Stock /shipping:
General Follow Up/ Email and Voice Mail to B2C.
Make sure that every order went out and fulfilled, otherwise come to a resolution.
Call and Email Personally every client that received their order
Confirm product received in the system
Missing items
Order inquiries
Create/ship exchange orders
Follow up on orders that have not shipped
Make sure that B2C exchange orders are shipped to the client and confirm
new invoice offset with return credit
Properly change the order in Netsuite without creating additional orders.
Make sure that client gets reached out to B2C Shortages
- Liaison between online and retail stores; if a customer is near a retail location set them up with
a VIP retail experience in coordination with the store manager

About Maceoo:
Founded in 2007, MACEOO applies a host of unique methodologies to the design and construction of men’s fashion. Drawing upon the personal expertise of each brother, MACEOO is the first fashion house to mathematically engineer precise design, fit, and comfort into every garment, through use of an innovative algebraic algorithm. This proprietary algorithm, based upon data from 30 million North American men, ensures a perfect fit that feels custom tailored. And with MACEOO’s distinctively engineered Italian fabrics, you get natural stretch and breathability without the expense of dry cleaning.

Featured in many of the world’s finest establishments across five continents, MACEOO is popular with celebrities and professional athletes, all of whom demand MACEOO’s flattering, precision fit. Our flagship store is located in the historic Gaslamp Quarter in downtown San Diego, California. The founders often work with clients at this location, because at MACEOO, fashion is more than just a statement. We listen to our clients’ needs, and we strive to incorporate their desires in each new collection. Our goal is to create fashion that enhances our client’s lives, and helps to tell their individual story. We support our clients in creating lasting memories, as they express themselves through our designs.