Customer Service Associate

Overview: The Customer Service Associate is responsible for ensuring smooth day-to-day customer service operations while delivering a high-quality customer experience. This role serves as the first point of escalation for Tier 1 issues, provides guidance to team members, and works closely with cross-functional partners including warehouse and fulfillment teams to resolve operational challenges.

The Customer Service Associate partners closely with the Customer Service Manager to manage order flow, returns, and customer inquiries, ensuring timely and accurate resolution of routine issues while escalating more complex or high-risk situations to management.

Key Responsibilities

Customer Support

• Serve as a resource for the customer service team by answering questions and providing guidance on policies, systems, and procedures
• Monitor daily support queues and actively respond to customer inquiries
• Handle Tier 1 escalations, including:
• Order delays or shipment issues
• Standard return and exchange exceptions
• Basic refunds and exchanges
• Review allocation reports and monitor pending shipments
• Identify and flag shipment delays; coordinate with warehouse and retail teams to resolve
• Respond to warehouse inquiries related to inventory, shipping, or address issues
• Investigate and follow up on unreported shortages or fulfillment discrepancies
• Initiate outreach for medium- to high-risk fraud orders
• Manage routine returns, RMAs (Return Merchandise Authorizations), and pending refunds
• Monitor return activity and escalate unusual patterns or high-value cases
• Track and address operational issues that may impact delivery timelines or customer satisfaction
• Manage ticket hygiene by closing spam or duplicate tickets and maintaining a clean backlog
• Respond to negative customer feedback in line with company policy; escalate significant or sensitive complaints

Qualification Requirement

• Experience in luxury, premium, or high-touch retail/customer service environments
• Minimum of 3–5 years of customer service experience, preferably in retail, e-commerce, or fashion
• Prior experience in a lead or supervisory role strongly preferred
• Strong understanding of order management, fulfillment, and returns processes
• Experience working cross-functionally with warehouse, retail, or operations teams
• Excellent communication and conflict resolution skills
• Proactive self-starter with the ability to work independently and prioritize workload
• Strong organizational skills and attention to detail
• Proven ability to be a collaborative and reliable team contributor
• Comfortable interacting with all levels of the organization

What We Offer

• Medical, Dental, Vision & Dependent Coverage
• 401K with company match
• Life Insurance
• Pet Insurance
• Paid Time Off (PTO)
• Paid Sick Leave
• Clothing Allowance
• Referral Program