Luxury E‑Commerce Client Concierge

Longchamp; Robbinsville Township (NJ); Hybrid; USD 52,000 - 75,000; Full time

Benefits offered by this job

Medical Insurance

401(k) with Company Match

Company-Paid Life Insurance

Supplemental Life Insurance

Accident Insurance

Company-Paid Short-Term and Long-Term 

Disability Insurance

Maternity and Paternity Leave

Pet Insurance

Flexible Spending Account (FSA)

Employee Assistance Program (EAP)

Gym Membership Reimbursement

Job summary

Longchamp USA is seeking an enthusiastic E-Commerce Client Excellence Specialist to join our team. This role acts as the vital link between customers, boutiques, warehouse, and online platforms, delivering accurate, empathetic, and timely support to ensure a seamless customer experience aligned with our brand values.

The position features a unique hybrid schedule with in-office and remote days. You will handle orders, inquiries, and service needs across chat, email, and phone, collaborate with

Qualifications

• 2+ years of experience in customer service or e-commerce (luxury fashion experience preferred).
• Experience working in a fast-paced call center environment with a high volume of inbound calls/emails.
• E-commerce experience required; Adyen knowledge is a plus.
• Experience working in payment gateways and using third-party fraud tools.
• Familiarity with Salesforce, Cegid, or other CRM systems is a plus.

Responsibilities

• Deliver a seamless and personalized service experience by assisting clients with order inquiries, product information, and service requests through chat, email, and phone channels.
• Communicate with clarity, empathy, and professionalism to build lasting relationships and foster long-term client loyalty.
• Proactively address client concerns and manage escalations with discretion and professionalism, ensuring prompt and effective resolution.
• Represent the Client Services team as a trusted brand ambassador, demonstrating strong judgment, executive presence, and brand-aligned communication in every interaction.
• Partner closely with boutiques, concessions, and cross-functional teams to resolve order-related matters and ensure a cohesive omnichannel client experience.
• Provide accurate and comprehensive information by leveraging internal systems, tools, and resources.
• Educate clients on brand products, services, and policies, contributing to a refined and informed client journey.
• Monitor and report on key operational insights including customer feedback, shipping and delivery issues, fraud indicators, and service performance metrics.
• Consistently achieve or exceed established performance expectations while maintaining the highest standards of service quality and client satisfaction.
• Contribute to the continuous enhancement of the client experience by identifying opportunities for process improvements and sharing recommendations for service and website enhancements.
• Review online transactions to identify potential fraud risks, exercising sound judgment in approving or declining orders.
• Manage chargeback disputes in a timely and thorough manner while identifying trends that support risk mitigation and operational improvements.

Skills

Customer service

E-commerce

Communication

MS Excel

CRM systems

Tools

Salesforce

Cegid

Adyen

Job description

Longchamp USA is seeking an enthusiastic E-Commerce Client Excellence Specialist to join our team. This role acts as the vital link between customers, boutiques, warehouse, and online platforms, delivering accurate, empathetic, and timely support to ensure a seamless customer experience aligned with our brand values.

The position features a unique hybrid schedule with in-office and remote days. You will handle orders, inquiries, and service needs across chat, email, and phone, collaborate with