E‑Commerce Brand Experience Associate

Annmashburn; Atlanta (GA); On-site; USD 32,000 - 42,000; Full time

Job summary

Mashburn is seeking a Customer Experience Associate for our Atlanta-based E‑Commerce team. You’ll engage customers with exceptional service, respond to inquiries, place orders, and help ensure a seamless brand experience across channels.

In this onsite role, you’ll collaborate with retail, tailoring, design, and digital teams, build rapport, and represent Mashburn with warmth and professionalism, maintaining the core values of Hopeful, Helpful, and Humble in every interaction.

Qualifications

• Experience in retail sales or customer service preferred.
• Passion for menswear and tailoring; knowledge of fabrics, fit, and styling.
• Proactive problem solving and collaborative mindset.
• Excellent spoken and written communication; able to multitask.
• Strong organization and follow-up skills in a dynamic environment.
• Maintains a positive, patient demeanor with customers.
• Flexible to meet business needs, including some Saturdays.
• Embodies Mashburn core values: Hopeful, Helpful, Hardworking, Humble, Honest, Hospitable, Nimble.

Responsibilities

• Provide above-and-beyond, memorable service to customers with empathy and clarity.
• Build customer rapport and trust through all communication channels.
• Develop product knowledge to offer expert advice and drive satisfaction.
• Utilize the customer service system (ZenDesk) for timely responses and follow-ups.
• Handle online orders, refunds, and exchanges; investigate suspicious transactions.
• Adhere to brand policies and SOPs for consistent issue resolution.
• Collaborate with retail, tailoring, design, digital, and merchandising teams to ensure a cohesive brand experience.
• Share customer insights with relevant business areas as the internal voice of the customer.

Skills

Experience

Passion

Problem Solving

Communication

Organization

Customer Attitude

Adaptability

Entrepreneurial Spirit

Schedule Flexibility

Core Values

Job description

Mashburn is seeking a Customer Experience Associate for our Atlanta-based E‑Commerce team. You’ll engage customers with exceptional service, respond to inquiries, place orders, and help ensure a seamless brand experience across channels.

In this onsite role, you’ll collaborate with retail, tailoring, design, and digital teams, build rapport, and represent Mashburn with warmth and professionalism, maintaining the core values of Hopeful, Helpful, and Humble in every interaction.