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Steuben Sales/Marketing Support Associate

Corning Museum of Glass Corning Full-Time
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Supports the Steuben Business by providing exceptional customer service through answering inquiries and entering telephone and email orders. Provides telephone coverage for Steuben orders during extended holiday hours, including evenings and weekends. Delivers dedicated service to our wholesale accounts, providing order support and general assistance with product and brand related information.


Responsibilities:

Sales Support & Customer Service

  • Provides specialty customer service for Steuben orders via the website, by telephone and via email, including orders with personalization.
  • Responds to Steuben-related customer inquiries received via e-mail, telephone and website.
  • Prepares personalization orders for shipment.
  • Provides telephone coverage for Steuben during extended holiday hours as needed.
  • Serves as the primary point of contact for wholesale accounts with an emphasis on support and efforts designed to increase sales.
  • Resolves customer problems or complaints in a timely manner; verifies sales and receipt of item(s) as applicable.
  • Maintains detailed records of customer interactions and transactions.
  • Maintains in-depth knowledge of the commerce and ecommerce systems in order to operate Point of Sale equipment, perform all required transactions and generate reports.
  • Provides follow up support to customers including thank you letters.
  • Proactively contacts customers for repeat orders.

Marketing and Website Support

  • Works collaboratively with the Marketing and Communications department on Steuben catalog layout, targeted emails and other marketing campaigns for Steuben.
  • Coordinates and maintains Steuben promotional materials, including product cards, post cards, gift message cards, business cards and similar items, with the Marketing and Communications department.
  • Maintains and updates content to the Steuben.com website in coordination with e-mail campaigns, promotions, seasonal changes and new product arrivals.
  • Adds and removes products and reviews and publishes content to the Steuben.com website.
  • Creates, organizes and acquires stock and contextual photography for Steuben items.

General Support

  • Assists with the packing of Steuben ware when large shipments are received.
  • Collaborates with the Senior Production Manager to maintain adequate level of packaging materials, including boxes, flannel bags and insert materials.
  • Updates customer records with address changes, ‘no promotion’ requests and removals from mailing lists.
  • Assists with constituent relationship management and Advancement initiatives as requested.
  • Serves on matrix teams as appropriate.
  • Supports and amplifies the Museum’s commitment to diversity, equity, and inclusion.
  • Bachelor’s degree desired.
  • Previous marketing experience, with a focus on web, internet and email marketing.
  • Appreciation of art and knowledge of luxury brands desired.
  • Excellent knowledge of Microsoft Office, with emphasis on Word, Excel and PowerPoint.
  • Knowledge of graphic design software, with experience using Adobe Illustrator.
  • Knowledge of Point of Sale system required.
  • Excellent written and verbal communication skills; excellent listening skills.
  • Ability to represent the Museum professionally.
  • Ability to complete tasks in a timely and accurate manner.
  • Must be able to set and manage multiple priorities.
  • Ability to work individually and as part of a team.
  • Ability to handle high stress situations in a calm manner.
  • Ability to generate written and graphical reports.
  • Ability to quickly analyze situations to effectively solve problems.
  • Some evenings, weekends and holidays required.

Recommended skills

Sales
Marketing
Websites
Production Management
Wholesaling
Verbal Communication
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