Seasonal E-Commerce Customer Service Associate

Company Description

For over 164 years, Frette has crafted exquisite linens, blending Italian artistry with timeless luxury. Master artisans in Concorezzo and 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.

Job Description

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.

Qualifications

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.

Additional Information

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.