Apply on Employer Site

Bond No.9 · 2 days ago

Customer Service & E-Commerce Specialist

New York, NY

Full-time

Onsite

Mid Level

$75K/yr - $75K/yr

3+ years exp

Bond No. 9 is a pioneering fragrance brand that celebrates New York with its unique collection of scents. They are seeking a Customer Service & E-Commerce Specialist to support their direct-to-consumer business, ensuring an exceptional client experience through customer service and eCommerce operations.

E-CommerceFashionLifestyleRetail

Growth Opportunities

Responsibilities

Monitor, listen, and respond to customer inquiries via phone, email, and chat, maintaining the Bond No. 9 tone of voice

Escalate inquiries when necessary and provide feedback to improve service processes

Manage eCommerce returns and exchanges, ensuring warehouse processing and timely refunds

Partner with retail and warehouse teams on order fulfillment and omnichannel initiatives

Track customer satisfaction and provide insights to drive process improvements

Assist in mapping the post-purchase journey and testing initiatives to enhance the client experience

Maintain and update the DTC product catalog, including product pages, banners, offers, and content in line with brand guidelines and launch calendars

Support new product launches, promotions, and sampling initiatives (e.g., GWP, bundles, exclusive offers)

Monitor product availability, coordinate stock updates, and ensure site accuracy

Partner with marketing, creative, and HQ teams to optimize imagery, copy, and SEO

Assist with A/B testing and site personalization initiatives to improve conversion and engagement

Compile and analyze performance reports covering sales, orders, traffic, and conversion KPIs

Maintain campaign and content trackers to assess promotional effectiveness and identify optimization opportunities

Track competitive activity and provide insights to inform business strategy

Qualification

Customer service experienceECommerce operationsAnalytical skillsECommerce platforms knowledgeDigital marketing knowledgeCRM systems knowledgeMS Excel proficiencyEntrepreneurial mindsetSpanish-speakingInterpersonal skillsDetail-oriented