Customer Service Representative (On-Site) - NJ

FOCO; Piscataway Township (NJ); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Employee merchandise discounts

Collaborative team culture

Climate-controlled office environment

Job summary

FOCO is hiring a Customer Service Representative – eCommerce for our On-Site Piscataway, NJ location. You will assist fans worldwide with orders, inquiries, returns, and product questions across channels, collaborating with Operations, Logistics, and eCommerce to deliver an exceptional fan experience.

This entry-level role suits sports fans who enjoy helping customers and want a career in eCommerce. Prior Zendesk/Shopify experience is preferred; strong communication and multitasking skills are

Qualifications

• 0–2 years of customer service experience (retail, call center, hospitality, or eCommerce experience welcome).
• Experience with Zendesk and Shopify is REQUIRED
• High school diploma or equivalent
• Strong written and verbal communication skills
• Ability to multitask and stay organized in a fast-paced environment
• Basic proficiency with Microsoft Office and customer service platforms
• Passion for sports and fan culture

Responsibilities

• Assist customers via email, chat, and phone regarding orders, products, shipping, returns, and policies
• Respond to customer inquiries using Zendesk while meeting response time and service expectations
• Deliver friendly, professional, and solution-oriented support
• Process orders, returns, refunds, and exchanges accurately and efficiently
• Help troubleshoot order issues, shipment delays, and product concerns
• Maintain accurate customer records and ticket documentation

Skills

Written & verbal communication

Multitasking

Customer-service mindset

Education

High school diploma or equivalent

Tools

Zendesk

Shopify

Microsoft Office

Job description

This is an On-Site role in our Piscataway, NJ location.

Team Beans/Forever Collectibles (FOCO) is a global leader in officially licensed sports and entertainment merchandise. FOCO proudly holds licenses across all major professional sports leagues, including the NFL, MLB, NBA, NHL, MLS, and NCAA, along with a growing portfolio of entertainment and character-based brands.

Our product portfolio spans collectibles, apparel, accessories, novelty items, and fan merchandise sold across eCommerce, retail, and major marketplaces worldwide. At FOCO, we create products that connect fans to the teams, players, and moments they love.

The Opportunity

FOCO is seeking a Customer Service Representative – eCommerce to join our growing Customer Service team in Piscataway, NJ.

This is an entry-level opportunity ideal for someone who is passionate about sports, enjoys helping customers, and wants to build a career in eCommerce and consumer products. In this role, you’ll support fans around the world by assisting with orders, product questions, returns, and general customer inquiries across multiple channels.

You’ll work closely with internal teams including Operations, Logistics, and eCommerce to help deliver a best-in-class fan experience.

What You’ll Do

• Assist customers via email, chat, and phone regarding orders, products, shipping, returns, and policies
• Respond to customer inquiries using Zendesk while meeting response time and service expectations
• Deliver friendly, professional, and solution-oriented support
• Process orders, returns, refunds, and exchanges accurately and efficiently
• Help troubleshoot order issues, shipment delays, and product concerns
• Maintain accurate customer records and ticket documentation

Product Knowledge & Brand Support

• Learn FOCO’s product lines across sports and entertainment categories
• Provide product recommendations and accurate information to customers
• Represent the FOCO brand positively in every interaction
• Work closely with eCommerce, Operations, and Logistics teams to resolve customer issues
• Escalate issues appropriately when needed
• Share customer feedback and recurring issues with management
• Thrive in a fast-paced, high-volume environment
• Maintain strong attendance, punctuality, and professionalism
• Support team goals and contribute to a positive workplace culture

What You’ll Bring

Required

• 0–2 years of customer service experience (retail, call center, hospitality, or eCommerce experience welcome)
• Experience with Zendesk and Shopify is REQUIRED
• High school diploma or equivalent
• Strong written and verbal communication skills
• Ability to multitask and stay organized in a fast-paced environment
• Basic proficiency with Microsoft Office and customer service platforms
• Passion for sports and fan culture

Preferred

• Experience supporting eCommerce or online marketplace customers
• Familiarity with sports merchandise or licensed products
• Previous experience in retail, fulfillment, or customer-facing environments
• Communication and professionalism
• Problem-solving and adaptability
• Team collaboration
• Time management and organization
• Work in a fun, sports-focused environment
• Gain experience in eCommerce and licensed consumer products
• Opportunity for career growth within a fast-growing company
• Employee merchandise discounts
• Collaborative team culture and climate-controlled office environment

Tryouts are open at FOCO!

If you’re passionate about sports and delivering great customer experiences, we’d love to hear from you.