Seasonal E-Commerce Customer Service Associate

SmartRecruiters, Inc.; Wayne (NJ); On-site; USD 28,000 - 34,000; Full time

Job summary

Frette is seeking a Seasonal E-Commerce Customer Service Associate to act as a brand ambassador and deliver an elevated omni-channel shopping experience. This temporary holiday role supports product selection, order management, and post-purchase service.

The ideal candidate has luxury retail or premium e-commerce exposure, strong communication, attention to detail, and the ability to work onsite in Wayne, NJ through January 2027, handling inquiries across phone, email, chat, and text with

Qualifications

• Minimum of 2+ years in a client-facing customer service role (luxury retail or premium e-commerce preferred).
• Ability to work fully onsite at our designated office location for the holiday season.
• Prior hands-on experience with Salesforce Commerce Cloud (SFCC) and Microsoft Dynamics 365 is highly preferred.
• High proficiency with Microsoft Office and ability to learn specialized platforms quickly.

Responsibilities

• Omni-Channel Support: Respond to client inquiries across phone, email, live chat, and text messaging.
• Order Management: Process customer orders and modifications via remote channels with real-time accuracy.
• Service Excellence: Manage high volumes while meeting Frette Service Standards for response times.
• Client Consultation: Communicate product specs, care instructions, and policies to guide purchases.
• CRM Enrichment: Track client preferences and notes in the CRM system.
• Logistics Coordination: Coordinate with third-party distribution to prioritize shipments and resolve issues.
• Website Optimization: Report bugs or checkout issues to the E-commerce team for fixes.
• Issue Resolution: De-escalate concerns with discretion and professionalism.
• Returns & Exchanges: Handle RMAs to ensure rapid resolution and retention.
• Cross-Functional Collaboration: Work with boutiques, outlets, and wholesale accounts for a unified brand experience.

Skills

Customer service

Luxury retail

Premium ecommerce

On-site work

Tools

SFCC

Microsoft Dynamics 365

Microsoft Office

Job description

Seasonal E-Commerce Customer Service Associate

• Contract
• Department: Customer Service
• Role Reports to: Customer Service Manager
• Bonus Eligible: No
• Compensation: USD 20 - USD 25 - hourly

For over 164 years, Frette has crafted exquisite linens, blending Italian artistry with timeless luxury. Master artisans in Concorezzoand Milan transform the finest fibers into creations of unmatched quality and elegance. Renowned for its signature finish, Frette has graced iconic destinations—from St. Peter’s Basilica to the Orient Express—while over 500 European royal families have slept beneath its sheets. Today, its legacy lives on in luxury hotels, private residences, yachts, and jets, remaining dedicated to outfitting the world’s most exceptional spaces.

As a Seasonal E-Commerce Customer Service Associate, you will serve as a brand ambassador for Frette, a world-renowned leader in luxury linens. In this temporary holiday role, you will deliver an elevated, seamless omni-channel shopping experience by assisting online clientele with product selection, order management, and post-purchase support. The ideal candidate possesses an elegant communication style, high attention to detail, and a passion for providing white-glove service in a demanding environment. This temporary role will last through the holiday season and will conclude through end of January 2027.

Job Description

• Omni-Channel Support: Provide knowledgeable, personalized, and sophisticated responses to client inquiries across phone, email, live chat, and text messaging.
• Order Management: Securely process customer orders and modifications via remote communication channels, ensuring real-time accuracy within internal ERP and systems.
• Service Excellence: Concurrently manage high volumes of incoming calls, emails, and messages, meetings, or exceeding Frette Service Standards for response times.
• Client Consultation: Clearly communicate technical product specifications, care instructions, and corporate policies to seamlessly guide clients through purchasing decisions.
• CRM Enrichment: Cultivate and nurture client relationships by meticulously tracking preferences and notes utilizing company CRM tools.
• Logistics Coordination: Collaborate daily with our third-party distribution facility to prioritize pending shipments, communicate special handling instructions, and resolve fulfillment exceptions.
• Website Optimization: Actively communicate bugs, website functionality issues, product description inconsistencies, or general checkout feedback to the internal E-commerce team.
• Issue Resolution: Professionally navigate sensitive customer feedback or complaints, speaking persuasively and calmly to de-escalate concerns, and elevating critical matters to leadership when necessary.
• Returns & Exchanges: Efficiently issue, track, and monitor Return Merchandise Authorizations (RMAs) to ensure rapid resolution and maintain high client retention rates.
• Cross-Functional Collaboration: Foster positive, collaborative relationships with teams across our physical boutiques, outlet networks, and key wholesale accounts to ensure a unified brand experience.

SKILLS AND QUALIFICATIONS:

• Minimum of 2+ years in a client-facing customer service, corporate account management, or digital clienteling role (luxury retail or premium e-commerce environments highly preferred).
• Ability to work fully onsite at our designated office location for the duration of the holiday season.
• Prior hands-on experience with Salesforce Commerce Cloud (SFCC) and Microsoft Dynamics 365 is highly preferred and highly advantageous.
• High proficiency across Microsoft Office suite applications, with an aptitude for learning specialized platforms quickly.
• Self-motivated and proactive individual who thrives when taking initiative in a dynamic environment.
• Natural team player who fosters positive working dynamics across interconnected departments.
• Methodical, highly organized, and rigorously detail-oriented with a proven ability to multi-task under peak holiday volumes.
• Exceptional verbal and written articulation, carrying an authentic, polite, and professional tone suited for discerning luxury clients.
• Grace under pressure; capable of solving complex customer problems with ultimate patience and discretion.

All your information will be kept confidential according to EEO guidelines.

#LI-Onsite

It is the policy and commitment of Frette to provide equal employment and advancement opportunities to all individuals. The objective of Frette is to recruit, hire, train, and promote the most qualified applicants into all job levels. Frette does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, sexual orientation, national origin, age disability, or any other characteristic protected by law. Frette will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in any undue hardship to the Company. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination, and access to benefits and training.

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