Customer Service Representative (On-Site) - NJ

This is an On-Site role in our Piscataway, NJ location.

About FOCO

Team Beans/Forever Collectibles (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

Customer Support

• 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

Order & Account Assistance

• 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

Cross-Functional Collaboration

• 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

⚡ Team & Workplace Expectations

• 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

Key Competencies

• Customer-first mindset
• Communication and professionalism
• Problem-solving and adaptability
• Attention to detail
• Team collaboration
• Time management and organization

Why FOCO?

• 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

Tryouts are open at FOCO!

If you’re passionate about sports and delivering great customer experiences, we’d love to hear from you. Apply now.