Ecommerce Coordinator

Soni; Robbinsville Township (NJ); On-site; USD 50,000 - 57,000; Full time

Job summary

Soni is seeking an E-Commerce Customer Service Representative in Robbinsville Township, NJ, to enhance customer experience for a luxury retail client. This role requires at least 2 years of experience in customer service or e-commerce support and emphasizes strong communication skills.

The ideal candidate will assist customers with orders, product inquiries, and issues while working in a fast-paced environment. A familiarity with CRM systems and e-commerce operations is essential. Compensation ranges from $50,000 - $57,000.

Qualifications

• 2+ years of customer service, call center, or e-commerce support experience required.
• Strong understanding of e-commerce operations and customer experience best practices.
• Excellent verbal and written communication skills.

Responsibilities

• Assist clients with online orders, product inquiries, and service requests.
• Communicate professionally and empathetically with customers.
• Utilize CRM systems to document customer interactions and order activity.

Skills

Customer service

e-commerce support

CRM systems

Communication

Organizational skills

Tools

Salesforce

Microsoft Office Suite

Cegid

Job description

Soni Resources is partnering with a luxury retail client near Windsor, NJ, in the search for an E-Commerce Customer Service Representative.

The ideal candidate thrives in a fast-paced environment, demonstrates strong attention to detail, and brings a proactive, solutions-oriented mindset. This individual will play an important role in maintaining brand standards, supporting operational excellence, and contributing to a seamless omnichannel customer experience.

Responsibilities

• Deliver a high-touch customer experience by assisting clients with online orders, product inquiries, returns, shipping updates, and service requests via phone, email, and chat.
• Communicate professionally and empathetically while building strong customer relationships and resolving escalated concerns in a timely manner.
• Partner with internal teams, retail boutiques, and cross-functional departments to resolve order, service, and operational issues.
• Utilize CRM systems and internal tools to accurately document customer interactions, order activity, and case resolutions.
• Educate customers on products, services, and policies to enhance the overall client experience and support brand engagement.
• Review online transactions for potential fraud risks, support order validation processes, and manage chargeback disputes.
• Monitor performance metrics and KPIs while maintaining high standards of service quality, accuracy, and productivity.
• Identify opportunities to improve customer service processes and enhance the overall e-commerce experience.
• Maintain flexibility during peak retail periods, including weekends, holidays, and high-volume business cycles.

Qualifications

• 2+ years of customer service, call center, or e-commerce support experience required; luxury retail or fashion industry experience preferred.
• Experience working in a high-volume environment supporting customers via phone, email, and chat.
• Strong understanding of e-commerce operations, customer experience best practices, and CRM platforms such as Salesforce, Cegid, or similar systems.
• Familiarity with payment gateways, fraud prevention tools, and chargeback management is a plus.
• Excellent verbal and written communication skills with a polished, professional phone presence.
• Highly organized, detail-oriented, and comfortable multitasking in a fast-paced, KPI-driven environment.
• Proficient in Microsoft Office Suite, including Excel and Outlook.
• Team-oriented, adaptable, and passionate about fashion, retail, and evolving e-commerce trends.

Additional Requirements

• Availability to work key retail dates, including Black Friday, Christmas Eve, and the day after Christmas.
• Flexibility to work weekends and overtime during peak business periods as needed.

Compensation

$50,000 - $57,000