Customer Service Specialist

Customer Service Specialist – Marketplace Location: New York City, Midtown Manhattan – Fashion District (On-Site) Department: Digital Reports To: Customer Service Manager Position Summary We are seeking a highly motivated and customer-focused Customer Service Specialist – Marketplace to join our Digital team. This role will play a critical part in providing exceptional customer service while supporting the day-to-day operations of multiple online marketplace accounts. The ideal candidate thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering outstanding customer experiences while continuously improving processes and operational efficiency. Key Responsibilities Respond to customer inquiries via phone, email, and marketplace platforms in a timely, professional, and customer-focused manner. Assist customers with product inquiries, order status updates, returns, exchanges, and general account support. Maintain and enhance the customer service knowledge base to improve processes and reduce recurring issues. Troubleshoot and resolve customer concerns while ensuring a positive customer experience. Collaborate with cross-functional teams to investigate and resolve escalated customer issues. Maintain accurate records of customer interactions and transactions within the customer management system. Meet or exceed marketplace performance metrics, including response times, cancellation rates, refund processing, and service level agreements (SLAs). Monitor marketplace activity to ensure compliance with retailer requirements and customer service standards. Identify opportunities to improve customer satisfaction and operational processes. Support additional customer service and marketplace initiatives as assigned. Who You Are A customer-focused professional who enjoys helping others and delivering exceptional service. A proactive problem-solver who remains calm under pressure. A detail-oriented individual with strong organizational and multitasking abilities. A collaborative team player who communicates effectively across departments. A self-starter who embraces change and thrives in a fast-paced environment. Qualifications 1–3 years of retail, eCommerce, or customer service experience. Proven track record of providing outstanding customer service. Proficiency in Microsoft Excel; candidates must successfully complete a basic Excel assessment. Strong analytical and problem-solving skills with the ability to resolve customer issues independently. Excellent written and verbal communication skills. Highly organized with the ability to prioritize multiple tasks and meet deadlines. Ability to work independently while contributing to a collaborative team environment. Experience using customer service platforms and customer relationship management (CRM) systems preferred. Experience within the fashion or apparel industry is a plus. Knowledge of marketplace platforms such as Amazon, Macy's, and Walmart is preferred. Experience working within a cross-functional organization is preferred. What We Offer Competitive salary Comprehensive benefits including medical, dental, vision, and 401(k) PTO and company holidays Employee discounts The pay range for this position is: $55,000 – $70,000 per year. This position may also be considered for an hourly schedule of 30–40 hours per week based on business needs and candidate experience. Please note that the foregoing compensation information is a good-faith assessment associated with this position only and is provided pursuant to the New York City Salary Transparency Law. G-III Apparel Group is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. #J-18808-Ljbffr Applied Labs