Customer Service Associate

Retrofete; New York (NY); On-site; USD 36,000 - 41,000; Full time

Benefits offered by this job

Health Care Plan (Medical, Dental &amp

Retirement Plan (401k, IRA)

Paid Time Off (Vacation, Sick & P

Family Leave (Maternity, Paternity)

Job summary

Retrofete is hiring a Customer Service Associate to support day-to-day customer experiences across email and phone, ensuring timely and thoughtful service. You will handle orders, shipping, returns, exchanges, and product inquiries while maintaining brand voice and high-touch interactions.

The role collaborates with eCommerce, Logistics, Retail, and Operations to resolve issues, document interactions, and improve processes.

Qualifications

• 2-3 years of customer service experience.
• Strong written and verbal communication skills.
• Highly organized with strong attention to detail and follow-through.
• Ability to multitask and work efficiently in a fast-paced environment.
• Empathetic, solutions-oriented, and customer-first mindset.
• Familiarity with Shopify, Gorgias, or similar customer support platforms preferred.
• Team player with a positive attitude and willingness to learn.

Responsibilities

• Respond to customer inquiries across email and phone in a timely and professional manner.
• Provide knowledgeable support regarding orders, shipping, returns, exchanges, product information, and general inquiries.
• Ensure all customer interactions reflect the brand voice and deliver a high-touch experience.
• Escalate complex or sensitive issues appropriately.
• Order and manage ticket queues in Gorgias system to ensure response time and resolution goals are met.
• Assist customers with post-purchase support including returns, exchanges, delivery issues, and order updates.
• Accurately document customer interactions and resolutions within customer service platforms.
• Partner closely with eCommerce, Logistics, Retail, and Operations teams to resolve customer issues effectively.
• Communicate recurring customer feedback, product concerns, or operational issues to leadership.
• Support special projects and peak business periods as needed.
• Utilize customer service and eCommerce platforms such as Gorgias, Shopify, etc.
• Identify opportunities to improve workflows and customer experience.
• Maintain strong attention to detail across all customer interactions and order management tasks.

Skills

Customer service

Communication

Organizational skills

Multitasking

Empathy

Teamwork

Tools

Shopify

Gorgias

Job description

heCustomer Service Associatewill support the day-to-day customer experience across all channels, ensuring timely, thoughtful, and solutions-focused service, always keeping our customer experience top of mind.

Responsibilities:

Customer Support

• Respond to customer inquiries across email and phone in a timely and professional manner.
• Provide knowledgeable support regarding orders, shipping, returns, exchanges, product information, and general inquiries.
• Ensure all customer interactions reflect the brand voice and deliver a high-touch experience.
• Escalate complex or sensitive issues appropriately.

Order & Ticket Management

• Order and manage ticket queues in Gorgias system to ensure response time and resolution goals are met.
• Assist customers with post-purchase support including returns, exchanges, delivery issues, and order updates.
• Accurately document customer interactions and resolutions within customer service platforms.

Cross-Functional Partnership

• Partner closely with eCommerce, Logistics, Retail, and Operations teams to resolve customer issues effectively.
• Communicate recurring customer feedback, product concerns, or operational issues to leadership.
• Support special projects and peak business periods as needed.

Systems & Process Support

• Utilize customer service and eCommerce platforms such as Gorgias, Shopify, etc.
• Identify opportunities to improve workflows and customer experience.
• Maintain strong attention to detail across all customer interactions and order management tasks.

Qualifications

• 2-3 years of customer service experience, preferably within fashion, luxury, lifestyle, or DTC retail.
• Strong written and verbal communication skills.
• Highly organized with strong attention to detail and follow-through.
• Ability to multitask and work efficiently in a fast-paced environment.
• Empathetic, solutions-oriented, and customer-first mindset.
• Familiarity with Shopify, Gorgias, or similar customer support platforms preferred.
• Team player with a positive attitude and willingness to learn.

• Salary Range: $26.00-$30.00/hr DOE
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)