E-Commerce Assistant

WARDROBE.NYC

E-Commerce Assistant

About WARDROBE.NYC

Founded in 2017 by Josh Goot and Christine Centenera, WARDROBE.NYC is the world’s leading luxury essentials concept.

Born as a radical new alternative to the fashion system, WARDROBE.NYC aims to address the relentless design, production, and consumption cycle endemic to the industry.

Inspired to create the ultimate wardrobes for those with shared values and aesthetic, Josh & Christine created a timeless and honest expression of what luxury dressing can be.

WARDROBE.NYC represents practical urban minimalism — crafted with the finest Italian textiles and made in Europe. “Our experience in the industry has led us to think about a better and more egalitarian way to practice the elements of design and communication that we love, and at the same time, improve the business model so that it's more efficient and less wasteful.”

About the Position

The role focuses on customer service, fulfillment, and website – working closely with the E-Commerce Manager to achieve high standards of service, and a luxury customer experience. The role involves controlling fulfillment, exchanges, returns, and instilling a sales culture customer service standards in the E-Commerce business.

Duties and Responsibilities

Customer Service

– Service all queries and requests via the Customer Care inbox, Instagram and phone line with a professional, service oriented approach.

– Ensure all customer inquiries across are serviced within 24 hours.

– Provide reports on Customer Feedback

Sales

– Maintain a luxury sales culture in the service of all customers.

– Support the E-commerce & Community team to achieve Direct Sales objectives. 

 – Understand the collections and utilize this knowledge to provide excellent customer service with a view to sales.

– Build trust and relationships with clientele toward brand loyalty, and lifetime value.

Daily Operations

– Work closely with the E-Commerce Manager on daily operations across platforms – ReAmaze, RLM, Shopify, Global-E, Klaviyo and Bergen WMS.

– Understand the integration / function of platforms in order to work autonomously.

Fulfillment

– Manage timely completion of all E-commerce Order fulfillment (KPI)

– Manage Order Entry and Fulfillment for VIC, VIP/Press.

– Work with the E-Commerce Manager and the 3PL to ensure SLAs are met.

– Communicate shipping priorities, and special instructions to 3PL.

Exchanges & Returns

– Field all customer exchange and return requests.

– Communicate with customers and issue Return Authorizations (RA’s).

– Provide return labels and instructions, provide replacements and / or raise refund requests.

Packaging

– Communicate packing, packaging, and bar-code requirements to 3PL.

– Monitor packaging & stationary inventory.

– Maintain & Communicate all updates related to the Packing Instructive Document, ensuring packing standards are met by the Warehouse Packing Team

Social

– Assist in scheduling social content across Instagram.

– Manage all communication across comments & DMs.

Website

– Assist with website uploads and testing.

– Assist web product content & merchandising.

– Monitor synch inventory.

Studio

– Support internal garment requests from Design & Development.

Required Qualifications

– 1 years of experience in luxury retail or high-end customer service

– Excellent written and verbal communication skills

– Problem-solving abilities and attention to detail

– Demonstrated ability to work efficiently in a fast-paced environment

– Proficiency in standard office software and ability to learn new systems

– Experience with Shopify, Klaviyo, and RLM preferred

– Available to work from our Manhattan SoHo studio on request

Benefits

– Generous Paid Company Holiday & Time Off plans

– Health Insurance (Medical, Vision, and Dental)

– Employee Clothing Allowance

– Salary ranges from $60k/yr - $65k/yr based on relevant skills and experience