E-Commerce Operations & Customer Experience Specialist

Bond No.9; New York (NY); On-site; USD 67,500 - 82,500; Full time

Job summary

Bond No. 9, a luxury fragrance house headquartered at 9 Bond Street in NoHo, seeks a Customer Service & E-Commerce Specialist to drive direct-to-consumer experience.

You will handle inquiries across phone, email, and chat, manage returns, coordinate with retail and warehouse teams, and maintain the online catalog. The role emphasizes data-driven insights, site optimization, and supporting product launches in a fast-paced luxury environment.

Qualifications

• 3+ years of experience in customer service and eCommerce operations.
• Strong interpersonal skills, proactive attitude.
• Highly organized, analytical, and detail-oriented.
• Knowledge of eCommerce platforms, digital marketing, and CRM systems.
• Proficient in MS Excel, PowerPoint, and Word.
• Spanish-speaking a plus.
• Entrepreneurial mindset with a passion for luxury fragrances, eCommerce innovation, and delivering exceptional client experiences.

Responsibilities

• Monitor, respond to customer inquiries via phone, email, and chat, maintaining Bond No. 9 tone.
• Escalate inquiries and provide feedback to improve service processes.
• Manage eCommerce returns and exchanges, ensuring refunds.
• Partner with retail and warehouse teams on order fulfillment and omnichannel initiatives.
• Track customer satisfaction and provide insights to drive improvements.
• Assist in mapping the post-purchase journey and testing initiatives to enhance the client experience.
• Maintain and update the DTC product catalog, including pages, banners, offers, and content.
• Support new product launches, promotions, and sampling initiatives (GWP, bundles).
• Monitor product availability, coordinate stock updates, and ensure site accuracy.
• Partner with marketing, creative, and HQ to optimize imagery, copy, and SEO.
• Assist with A/B testing and site personalization initiatives to improve conversion.

Skills

Customer service

E-commerce

CRM systems

Excel

PowerPoint

Word

Spanish (bonus)

Tools

CRM systems

E-commerce platforms

MS Office

Job description

Location: In-Person (9 Bond Street, NoHo, New York)

Salary: $75,000 per year

About Bond No. 9:

For the first time in fragrance history, a major, full-blown fragrance collection was launched as an homage to a great city: New York. Bond No. 9, headquartered at 9 Bond Street in NoHo, celebrates the city with women’s, men’s, and unisex eaux de parfum. Our dual mission is to restore artistry to perfumery and to mark every New York neighborhood with a scent of its own.

We are seeking a digitally driven, detail-oriented, and customer-focused individual to join our team as a Customer Service & E-Commerce Specialist, supporting our direct-to-consumer business and ensuring an exceptional client experience.

Key Responsibilities:

Customer Service & Client Experience:

• Monitor, listen, and respond to customer inquiries via phone, email, and chat, maintaining the Bond No. 9 tone of voice.
• Escalate inquiries when necessary and provide feedback to improve service processes.
• Manage eCommerce returns and exchanges, ensuring warehouse processing and timely refunds.
• Partner with retail and warehouse teams on order fulfillment and omnichannel initiatives.
• Track customer satisfaction and provide insights to drive process improvements.
• Assist in mapping the post-purchase journey and testing initiatives to enhance the client experience.
• Maintain and update the DTC product catalog, including product pages, banners, offers, and content in line with brand guidelines and launch calendars.
• Support new product launches, promotions, and sampling initiatives (e.g., GWP, bundles, exclusive offers).
• Monitor product availability, coordinate stock updates, and ensure site accuracy.
• Partner with marketing, creative, and HQ teams to optimize imagery, copy, and SEO.
• Assist with A/B testing and site personalization initiatives to improve conversion and engagement.

Performance Tracking & Analytics:

• Compile and analyze performance reports covering sales, orders, traffic, and conversion KPIs.
• Maintain campaign and content trackers to assess promotional effectiveness and identify optimization opportunities.
• Track competitive activity and provide insights to inform business strategy.

Skills & Experience:

• 3+ years of experience in customer service and eCommerce operations, preferably in luxury beauty or fragrance.
• Strong interpersonal skills and a positive, proactive attitude.
• Highly organized, analytical, and detail-oriented.
• Knowledge of eCommerce platforms, digital marketing, and CRM systems.
• Proficient in MS Excel, PowerPoint, and Word.
• Spanish-speaking a plus.
• Entrepreneurial mindset with a passion for luxury fragrances, eCommerce innovation, and delivering exceptional client experiences.

Why Bond No. 9?

• Join a pioneering fragrance brand rooted in New York’s culture and creativity.
• Work closely with a passionate, collaborative team in a fast-paced, luxury environment.
• Be part of shaping our customers’ online journey and representing iconic fragrances worldwide.