E-commerce customer service associate

About ROYCE

ROYCE creates premium leather goods and accessories, many personalized for gift-giving. Our products are sold directly through Royce.us and through select luxury department store partners, including Saks Fifth Avenue, Bloomingdale's, Bergdorf Goodman, Neiman Marcus and Nordstrom as well as boutiques in Manhattan. We are looking for a hands-on E-Commerce Customer Service Associate to make sure every customer has an excellent experience, no matter where they shop.

About the Role

The E-Commerce Customer Service Associate owns post-purchase customer care for all online orders, both on Royce.us and on our department store partner websites. This role works on-site at our Secaucus headquarters and works closely with our fulfillment, personalization, warehouse and wholesale teams to resolve issues quickly and protect the ROYCE brand. You'll handle customer inquiries directly while building the processes, tools and reporting that help the department grow.

Key Responsibilities

Royce.us & ROYCE Boutique Customer Service

• Manage all customer inquiries by email, phone and chat, including order status, shipping, returns, exchanges, damages and product questions
• Process returns, refunds, exchanges and replacements in line with company policy
• Resolve escalated or sensitive customer issues with professionalism and sound judgment
• Coordinate with the personalization and production teams on custom and monogrammed orders, including errors, delays and remakes
• Monitor and respond to product reviews and customer feedback

Department Store Partner Orders (Saks, Bloomingdale's, Neiman Marcus, Bergdorf Goodman Nordstrom)

• Manage customer service cases, inquiries and escalations received through each retailer's vendor portal and communication channels
• Meet each partner's requirements for response times, order acknowledgment, cancellations, returns and chargebacks
• Track and resolve shipping exceptions, backorders and fulfillment issues on drop-ship orders
• Maintain strong working relationships with retailer e-commerce and vendor operations contacts
• Monitor partner scorecards and vendor compliance metrics, and take corrective action when needed

Qualifications

• 4+ years of e-commerce customer service experience
• Experience supporting orders on department store or marketplace partner platforms (drop-ship vendor portals like DSCO, CommerceHub, SPS Commerce and Radial strongly preferred)
• Familiarity with WooCommerce and carrier tools such as UPS, FedEx and USPS
• Excellent written and verbal communication skills with a polished, customer-first tone
• Highly organized and able to manage high volumes and competing priorities, especially during peak seasons
• Strong problem-solving skills and comfort with data and reporting (Excel or Google Sheets)
• Experience in luxury, fashion or accessories retail is preferred