Coordinates customer orders, deliveries, returns, claims, after-sales services, and logistics billing across retail, e-commerce, and wholesale channels. Supports 3PL and transportation partners, resolves customer issues, tracks delivery and service KPIs, maintains workflow documentation, and recommends process improvements. The role requires fluent English and Spanish, strong customer service and logistics coordination skills, and hybrid work in Lawrence Township, NJ and New York City.
Job Overview
This role supports end-to-end order execution and post-sale processes across Retail, E-commerce, and Wholesale channels bridging logistics execution and customer experience, ensuring operational efficiency while maintaining the standards expected in a luxury environment. This role partners with the Logistics Manager to ensure smooth delivery operations, accurate billing, and timely resolution of claims, while also providing responsive and high-quality customer experience support. Please note that this is a hybrid position requiring 2 days per week in our warehouse facility in Lawrence Township, NJ and 1 day per week in our NYC office location.
Essential Duties and Responsibilities
- Customer Support (Retail, E-Commerce, Wholesale)
- Serve as primary point of contact for order-related inquiries across all sales channels
- Resolve customer issues related to:
- Order status
- Shipping and delivery
- Returns and exchanges
- Partner with Retail, E-Commerce and Wholesale teams to ensure consistent service experience and communication
- Escalate high-priority or VIP issues appropriately
- Logistics & Operational Support
- Support the Logistics Manager with 3PL and transportation partners
- Process and track claims related to lost, damaged, or delayed shipments
- Coordinate returns and reverse logistics, ensuring timely resolution and inventory visibility
- Assist with freight and vendor billing reconciliation, ensuring accuracy and resolving discrepancies
- Maintain documentation and tracking of logistics issues, claims, and resolutions
- Monitor delivery performance and identify trends impacting service levels
- After-Sales & Service Coordination
- Coordinate after-sales service requests (repairs, replacements, engravings, etc.)
- Partner with retail locations to identify, coordinate, and support after-sales opportunities, ensuring seamless service and customer satisfaction
- Liaise with external vendors and service providers to ensure quality and timely execution
- Process Improvement & Reporting
- Track and report on KPIs including:
- Case resolution time
- Delivery issue rates
- Customer satisfaction (CSAT)
- Identify recurring issues and recommend process improvements
- Document and maintain SOPs for customer operations and logistics workflows
Competencies
- Strong understanding of order-to-delivery processes
- Excellent communication and customer service skills
- High attention to detail with strong problem-solving ability
- Ability to manage multiple priorities in a fast-paced environment
- Proactive, solutions-oriented mindset
- Comfortable working cross-functionally (Logistics, Retail, E-Com, Planning)
Qualifications
- 3–5 years of experience in customer service, after-sales, or logistics coordination
- Must be Bilingual (English/Spanish): Fluent verbal communication skills in Spanish required.
- Experience supporting retail, wholesale, or e-commerce operations preferred
- Proficiency in Microsoft Excel and customer service platforms (e.g., Gorgias or similar)
- Bachelor’s degree in Business, Supply Chain, or related field preferred
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