Customer Service Representative (On-Site) - NJ

This is an On-Site role in our Piscataway, NJ location. FOCO is a global leader in officially licensed sports and entertainment merchandise. FOCO proudly holds licenses across all major professional sports leagues, including the NFL, MLB, NBA, NHL, MLS, and NCAA, along with a growing portfolio of entertainment and character-based brands. Our product portfolio spans collectibles, apparel, accessories, novelty items, and fan merchandise sold across eCommerce, retail, and major marketplaces worldwide. At FOCO, we create products that connect fans to the teams, players, and moments they love. The Opportunity FOCO is seeking a Customer Service Representative – eCommerce to join our growing Customer Service team in Piscataway, NJ. This is an entry-level opportunity ideal for someone who is passionate about sports, enjoys helping customers, and wants to build a career in eCommerce and consumer products. In this role, you’ll support fans around the world by assisting with orders, product questions, returns, and general customer inquiries across multiple channels. You’ll work closely with internal teams including Operations, Logistics, and eCommerce to help deliver a best-in-class fan experience. What You’ll Do Assist customers via email, chat, and phone regarding orders, products, shipping, returns, and policies Respond to customer inquiries using Zendesk while meeting response time and service expectations Deliver friendly, professional, and solution-oriented support Process orders, returns, refunds, and exchanges accurately and efficiently Help troubleshoot order issues, shipment delays, and product concerns Maintain accurate customer records and ticket documentation Product Knowledge & Brand Support Learn FOCO’s product lines across sports and entertainment categories Provide product recommendations and accurate information to customers Represent the FOCO brand positively in every interaction Work closely with eCommerce, Operations, and Logistics teams to resolve customer issues Escalate issues appropriately when needed Share customer feedback and recurring issues with management Thrive in a fast-paced, high-volume environment Maintain strong attendance, punctuality, and professionalism Support team goals and contribute to a positive workplace culture What You’ll Bring Required 0–2 years of customer service experience (retail, call center, hospitality, or eCommerce experience welcome) Experience with Zendesk and Shopify is REQUIRED High school diploma or equivalent Strong written and verbal communication skills Ability to multitask and stay organized in a fast-paced environment Basic proficiency with Microsoft Office and customer service platforms Passion for sports and fan culture Preferred Experience supporting eCommerce or online marketplace customers Familiarity with sports merchandise or licensed products Previous experience in retail, fulfillment, or customer-facing environments Communication and professionalism Problem-solving and adaptability Team collaboration Time management and organization Work in a fun, sports-focused environment Gain experience in eCommerce and licensed consumer products Opportunity for career growth within a fast-growing company Employee merchandise discounts Collaborative team culture and climate-controlled office environment What You’ll Bring (continued) – Note: no emojis included in final Apply if you’re passionate about sports and delivering great customer experiences. #J-18808-Ljbffr FOCO