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 ResponsibilitiesCustomer SupportServe as a resource for the customer service team by answering questions and providing guidance on policies, systems, and proceduresMonitor daily support queues and actively respond to customer inquiriesHandle Tier 1 escalations, including:Order delays or shipment issuesStandard return and exchange exceptionsBasic refunds and exchangesReview allocation reports and monitor pending shipmentsIdentify and flag shipment delays; coordinate with warehouse and retail teams to resolveRespond to warehouse inquiries related to inventory, shipping, or address issuesInvestigate and follow up on unreported shortages or fulfillment discrepanciesInitiate outreach for medium- to high-risk fraud ordersManage routine returns, RMAs (Return Merchandise Authorizations), and pending refundsMonitor return activity and escalate unusual patterns or high-value casesTrack and address operational issues that may impact delivery timelines or customer satisfactionManage ticket hygiene by closing spam or duplicate tickets and maintaining a clean backlogRespond to negative customer feedback in line with company policy; escalate significant or sensitive complaintsQualification RequirementExperience in luxury, premium, or high-touch retail/customer service environmentsMinimum of 3–5 years of customer service experience, preferably in retail, e-commerce, or fashionPrior experience in a lead or supervisory role strongly preferredStrong understanding of order management, fulfillment, and returns processesExperience working cross-functionally with warehouse, retail, or operations teamsExcellent communication and conflict resolution skillsProactive self-starter with the ability to work independently and prioritize workloadStrong organizational skills and attention to detailProven ability to be a collaborative and reliable team contributorComfortable interacting with all levels of the organizationWhat We OfferMedical, Dental, Vision & Dependent Coverage401K with company matchLife InsurancePet InsurancePaid Time Off (PTO)Paid Sick LeaveClothing AllowanceReferral Program