Customer Service Associate

ABOUT ZEGNA


The global leader in luxury menswear, ZEGNA was founded in the Italian Alps in 1910. Part of the Ermenegildo Zegna Group, the brand remains true to the values of its visionary Founder, Ermenegildo Zegna, who believed in creating world-class fabrics in harmony with both nature and local communities - a philosophy embodied by Oasi Zegna, the home of our values. The inspiration behind the brand's values, Oasi Zegna, continues to guide everything we do at ZEGNA - from supporting our people to fostering a culture of growth, where craftsmanship and innovation are core elements of our learning processes and long-term growth strategy.



YOUR ROLE AT ZEGNA


As a Customer Service Associate , based in New York, you will provide operational support to ZEGNA's Retail and Wholesale business. You will play a key role in ensuring the seamless flow of customer orders - from order entry through invoicing - while delivering exceptional service to both internal and external partners.


Reporting to the Customer Service Manager, you will serve as a key liaison between customers, internal and external buying offices, the Wholesale team, Finance, Accounts Receivable, and TPL Distribution Center ensuring seamless communication and operational excellence.



HOW YOU BRING IT TO LIFE


Here's how you'll bring this role to life each day - making it your own and shaping it with your unique talents and expertise:

• Enter customer orders and process all seasonal order changes, including pricing updates, delivery date revisions, store distributions, and cancellations.
• Compile and communicate all information required to upload EDI orders with Wholesale, including seasonal buys, pricing, delivery schedules, and discrepancy resolutions.
• Ensure the timely receipt and processing of seasonal purchase orders (EDI and non-EDI), as well as store distributions.
• Build and maintain strong relationships with Wholesale customers and buying offices by providing timely, proactive communication and support.
• Respond to inquiries from Associates, Buyers and internal Sales and Merchandising teams regarding product availability and order status.
• Ensure same-day entry of stock special orders.
• Monitor production order status by liaising with HQ to track product deliveries and proactively communicate shipment delays to the Sales and Merchandising teams.
• Proactively communicate order cancellations and inventory updates to customers.
• Update shipping reports according to established templates and monitor shipment status.
• Ensure customer deliveries are fulfilled within designated shipping windows.
• Manage order releases in alignment with customer delivery schedules.
• Coordinate inventory transfers between Wholesale and Retail channels as needed.
• Collaborate cross-functionally with internal departments to meet customer expectations and resolve issues efficiently.
• Manage, investigate, and dispute chargeback claims
• Perform additional projects and responsibilities as assigned by management and support team members as needed.

WHO YOU ARE


This is how you show up:

• 1-2 years of relevant experience in customer service, operations, wholesale, hospitality, luxury retail, fashion, or a related field.
• Proficiency in SAP and Microsoft Office (Excel, Word, and PowerPoint) is required.
• Maintain high standards of accuracy, quality, and timeliness to deliver exceptional customer service.
• Strong communication, organizational, and follow-through skills with exceptional attention to detail.
• Enthusiastic self-starter with excellent interpersonal skills and the ability to build strong cross-functional relationships.
• Ability to collaborate effectively in a team environment while managing responsibilities independently.
• Ability to prioritize multiple tasks in a fast-paced environment while maintaining accuracy and meeting deadlines.

YOUR ZEGNA OFFER

• The pay range for this position is $28-32 per hour and is dependent on a candidate's relevant skills and experience.
• Hybrid work model (4 days in office required, Friday work from home), designed to balance flexibility and in-person collaboration.
• Comprehensive benefits including medical, dental, vision, 401(k) with employer match, and commuter benefits.
• Paid time off and holidays, with accrual based on tenure and role.
• Learning opportunities, including mentorship, structured programs, and personalized development paths.
• Opportunity to contribute to a growing, global brand at the forefront of luxury and innovation.

NATURALLY IN ZEGNA


Joining us means stepping into a world of excellence, where the uniqueness of our authenticity is rooted in the talents of our people, who together contribute to weaving a story of innovation and craftsmanship. You will become part of an ongoing journey of development, uncovering your talents while contributing to a proud legacy and a vibrant tomorrow.