Essense of Australia

  • Customer Service Representative

    Job Locations US-KS-Overland Park
    Customer Service/Support
  • Overview

    Essense Designs is an international bridal wholesaler with key offices based in Lenexa, Kansas. Our growing organization also operates in Australia, the United Kingdom, Europe, Canada, and New Zealand. We have been a global leader in bridal fashion for over 20 years and our designs are currently sold in over 1,500 stores worldwide. With innovative designs and a strong customer service approach, Essense Designs is a dynamic and rapidly-expanding company that rewards excellence, drive, and collaboration. 


    The Role

    We are seeking a bright and exceptionally talented Customer Service Representative with an agile and solution-focused approach to join our team in Lenexa, Kansas.  The successful candidate will pair their spark, charm, and empathy with a responsive and professional demeanor to offer exceptional service to our customers (bridal retail stores) domestically and internationally.  This person will apply their customer service experience, can-do attitude, exemplary organizational skills and attention to detail to support our stores and manage service cases (initiated via inbound phone calls and email) through resolution. They will also be willing to roll up their sleeves to assist with special projects and ad hoc needs as well as collaborate with other functional areas. 


    We want our customers to feel valued and supported. As such, we’re seeking a stellar communicator with a warm, confident manner that sets our customers and sales professionals at ease. The successful candidate will be a skilled listener and use their positive attitude, flexibility, and solution-based approach to nurture strong relationships with our staff and seek the best possible outcomes. They will also be a natural problem solver and multi-tasker who shines in an agile, fast-paced environment. Our culture thrives on creative energy and collaboration, and above all, we’re looking for a team player with a sense of fun.


    What We Expect


    The following is a brief list of primary responsibilities for this role:

    • Autonomously provide exemplary customer service and foster strong, on-going relationships with our customers via all contact methods.
    • Maintain a flexible, professional demeanor at all times and work closely and efficiently with fellow team members and other departments across the globe to provide the best solutions to meet our customer’s needs.
    • Accurately enter and update data in multiple tools across an array of technology mediums.
    • Assist with specialized customer service projects potentially outside normal business hours as required as well as manage time sensitive and escalated customer service issues.

    What We Are Looking For

    • 5+ years of client support or account management experience in a fast-paced environment preferred. Prior experience servicing customers via phone or email in a case management capacity strongly preferred.
    • Bachelor’s degree preferred; Equivalent relevant experience may be considered in lieu of a degree.
    • Outstanding written and verbal communication skills (vocabulary, diction, and the ability to express thoughts clearly and concisely) and a warm, welcoming phone manner.
    • Strong customer service orientation and demeanor.
    • Ability to calmly and smoothly negotiate changes, variables and areas of ambiguity.
    • Natural flair for conversation paired with the ability to listen closely and a flexible attitude with a caring, empathetic approach.
    • Agility to adapt to high pressure situations and changing work priorities.
    • Demonstrated ability to manage multiple tasks in a fast-paced environment under minimal supervision and with keen attention to detail.
    • Previous retail, bridal, or other related customer facing experience is a plus. Knowledge of garment construction and fabrics is helpful but not required. 
    • Proficiency in Microsoft Office (Word, Excel, and Outlook). Experience working with CRM systems; Salesforce experience highly preferred.
    • Flexibility to occasionally assist with tasks outside of standard work hours.


    What We Offer


    We look forward to welcoming the successful candidate to our fast-growing global team! In return for your skills, we offer you the opportunity to join an international industry leader and be part of a creative and collaborative culture that empowers its people, promotes teamwork and embraces sustainability. We recognise and reward excellence, innovation, and loyalty. Our goal is to offer an inspirational and modern workplace that allows for talented individuals to thrive. As such, we provide competitive salaries and a comprehensive benefits package, with significant opportunity for exceptional team members to grow with us as we continue to expand. 


    If you have the skills, spark and drive to help us further our growth, please go to and follow the prompts to submit a cover letter, resume, and online application.  Please note:  We believe cover letters are important to help us understand why you are interested in this position and your unique story and qualifications.  If you really want to work with us, then please take this into consideration when submitting your materials. 



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