Seasonal E-Commerce Customer Service Associate

Frette•Wayne, NJ

1d•$20 - $25•Onsite

About The Position

As a Seasonal E-Commerce Customer Service Associate, you will serve as a brand ambassador for Frette, a world-renowned leader in luxury linens. In this temporary holiday role, you will deliver an elevated, seamless omni-channel shopping experience by assisting online clientele with product selection, order management, and post-purchase support. The ideal candidate possesses an elegant communication style, high attention to detail, and a passion for providing white-glove service in a demanding environment. This temporary role will last through the holiday season and will conclude through end of January 2027.

Requirements

Minimum of 2+ years in a client-facing customer service, corporate account management, or digital clienteling role (luxury retail or premium e-commerce environments highly preferred).
Ability to work fully onsite at our designated office location for the duration of the holiday season.
High proficiency across Microsoft Office suite applications, with an aptitude for learning specialized platforms quickly.
Self-motivated and proactive individual who thrives when taking initiative in a dynamic environment.
Natural team player who fosters positive working dynamics across interconnected departments.
Methodical, highly organized, and rigorously detail-oriented with a proven ability to multi-task under peak holiday volumes.
Exceptional verbal and written articulation, carrying an authentic, polite, and professional tone suited for discerning luxury clients.
Grace under pressure; capable of solving complex customer problems with ultimate patience and discretion.

Nice To Haves

Prior hands-on experience with Salesforce Commerce Cloud (SFCC) and Microsoft Dynamics 365 is highly preferred and highly advantageous.

Responsibilities

Provide knowledgeable, personalized, and sophisticated responses to client inquiries across phone, email, live chat, and text messaging.
Securely process customer orders and modifications via remote communication channels, ensuring real-time accuracy within internal ERP and systems.
Concurrently manage high volumes of incoming calls, emails, and messages, meetings, or exceeding Frette Service Standards for response times.
Clearly communicate technical product specifications, care instructions, and corporate policies to seamlessly guide clients through purchasing decisions.
Cultivate and nurture client relationships by meticulously tracking preferences and notes utilizing company CRM tools.
Collaborate daily with our third-party distribution facility to prioritize pending shipments, communicate special handling instructions, and resolve fulfillment exceptions.
Actively communicate bugs, website functionality issues, product description inconsistencies, or general checkout feedback to the internal E-commerce team.
Professionally navigate sensitive customer feedback or complaints, speaking persuasively and calmly to de-escalate concerns, and elevating critical matters to leadership when necessary.
Efficiently issue, track, and monitor Return Merchandise Authorizations (RMAs) to ensure rapid resolution and maintain high client retention rates.
Foster positive, collaborative relationships with teams across our physical boutiques, outlet networks, and key wholesale accounts to ensure a unified brand experience.