E-Commerce Customer Service Representative

Job Description

Job Description

Description:

Position: E-Commerce Client Excellence Specialist

Reports to: Customer Service Leader

Employment status: Full-Time

FLSA status: Non-Exempt

La Maison Longchamp:

Based in Paris, Longchamp stands as an optimistic and independent family business with an international reputation. Joining Longchamp’s team means contributing to the creation and distribution of fashion and leather goods that are both fair and beautiful, showcasing superior craftsmanship. With a presence in over 25 countries and employing 3,500 individuals, “la Maison” is now looking for innovative, passionate, and committed talent to continue its development in France and abroad in a demanding and caring working environment.

Longchamp USA is committed to fostering a diverse, equitable, and inclusive workplace where everyone feels valued and respected. We believe that a diverse team drives innovation and enhances our ability to serve our clients and communities effectively. We encourage individuals from all backgrounds, including but not limited to race, ethnicity, gender, sexual orientation, disability, age, and veteran status, to apply. We are an equal-opportunity employer and welcome applications from all qualified candidates.

Job Description:

We are seeking an enthusiastic, detail-oriented E-Commerce Customer Service Specialist to join our team. This role serves as a vital connection between customers, our boutiques, warehouse, and e-commerce platforms. You will provide accurate, empathetic, and timely support to ensure a seamless customer experience that reflects our brand’s values and high service standards.

This role offers a unique hybrid schedule designed to support work–life balance. Schedule:

• Monday–Wednesday: In-office (8:30 a.m. – 5:00 p.m.)
• Saturday–Sunday: Remote (8:30 a.m. – 5:00 p.m.)
• Days Off: Thursday and Friday

This schedule provides flexibility to take care of personal commitments during the week while avoiding weekday crowds and commuting.

Essential Duties and Responsibilities

Under the direction of the Customer Service Leader, the Customer Service Specialist delivers a high-touch client experience by supporting customers with order inquiries and service needs across multiple channels, including chat, email, and telephone. This role plays a key part in ensuring each interaction reflects the brand’s commitment to exceptional service, professionalism, and attention to detail.

• Deliver a seamless and personalized service experience by assisting clients with order inquiries, product information, and service requests through chat, email, and phone channels.
• Communicate with clarity, empathy, and professionalism to build lasting relationships and foster long-term client loyalty.
• Proactively address client concerns and manage escalations with discretion and professionalism, ensuring prompt and effective resolution.
• Represent the Client Services team as a trusted brand ambassador, demonstrating strong judgment, executive presence, and brand-aligned communication in every interaction.
• Partner closely with boutiques, concessions, and cross-functional teams to resolve order-related matters and ensure a cohesive omnichannel client experience.
• Provide accurate and comprehensive information by leveraging internal systems, tools, and resources.
• Educate clients on brand products, services, and policies, contributing to a refined and informed client journey.
• Monitor and report on key operational insights including customer feedback, shipping and delivery issues, fraud indicators, and service performance metrics.
• Consistently achieve or exceed established performance expectations while maintaining the highest standards of service quality and client satisfaction.
• Contribute to the continuous enhancement of the client experience by identifying opportunities for process improvements and sharing recommendations for service and website enhancements.
• Review online transactions to identify potential fraud risks, exercising sound judgment in approving or declining orders.
• Manage chargeback disputes in a timely and thorough manner while identifying trends that support risk mitigation and operational improvements.

Requirements & Qualifications:

• 2+ years of experience in customer service or e-commerce (luxury fashion experience preferred).
• Experience working in a fast-paced call center environment with a high volume of inbound calls/emails.
• E-commerce experience required; Adyen knowledge is a plus.
• Experience working in payment gateways and using third-party fraud tools.
• Familiarity with Salesforce, Cegid, or other CRM systems is a plus.
• Strong written and verbal communication skills.
• Proficient in Microsoft Office, especially Excel and Outlook.
• Must be organized, detail-oriented, punctual, and able to multitask in a high-volume setting.
• Professional judgment, a positive attitude, and excellent phone etiquette are essential.
• Availability to work on key retail dates is required, including Black Friday, Christmas Eve, and the day after Christmas.
• Must be flexible to work weekends and available for overtime as needed, especially during peak periods.
• Passion for fashion, brand storytelling, and staying current with e-commerce trends.
• Must be able to meet the physical demands of the position, with or without reasonable accommodation.
• A dedicated, quiet workspace with a high-speed, reliable internet connection (minimum recommended speed of 25 Mbps download / 10 Mbps upload) suitable for professional customer interactions.
• A company-issued computer will be provided; employees must ensure proper care and secure use of company technology.

Benefits Offered:

• Medical Insurance
• 401(k) with Company Match
• Company-Paid Life Insurance
• Supplemental Life Insurance
• Accident Insurance
• Company-Paid Short-Term and Long-Term Disability Insurance
• Maternity and Paternity Leave
• Pet Insurance
• Flexible Spending Account (FSA)
• Employee Assistance Program (EAP)
• Gym Membership Reimbursement