Monique De Blase

Coordinating overall site operations and customer experience across all brands. (Quiksilver, Roxy, & DC) Responsible for creating and distributing daily open order report to eCommerce team. Identifying and reporting issues to appropriate team members and channels per documented procedures. Working closely w/Logistics Team and monitoring all orders originating on eCommerce channel to ensure they ship out in a timely manner. Liaison with Customer Service Team to ensure all customer needs are met and communication is delivered. Continuously working closely with Senior Operations to improve the branded customer experience.

Coordinating and managing overall site performance and operations across all brands (markdowns, product building, copywriting, etc...) monitoring of order flow, settlement, and issue resolution. Working closely with warehouse and overseeing daily logistics of all e-commerce shipping. Responsible for supervising customer service agents and other staff. Training and coaching, employees on how to deliver the best customer service possible. Proactively managing customer response time and resolving all customer inquiries in a timely manner via phone, chat & email. Handling escalated incidents that cannot be resolved by agents. Monitoring 3rd party retailer’s pricing as it relates to MAP policies. Work closely with all brands to continuously improve the branded customer experience.