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E-Commerce Customer Service Representative

Soni Resources

all cities, NJ

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JOB DETAILS
SALARY
$50,000–$57,000 Per Year
SKILLS
Best Practices, Call Centers, Chargebacks, Communication Skills, Cross-Functional, Customer Experience, Customer Relations, Customer Relationship Management (CRM), Customer Relationship Management (CRM) Systems, Customer Support/Service, Customer Training, Detail Oriented, Fashion Industry, Maintenance Services, Microsoft Excel, Microsoft Office, Microsoft Outlook, Multitasking, Operational Support, Organizational Skills, Performance Analysis, Performance Metrics, Presentation/Verbal Skills, Process Improvement, Retail, Salesforce.com, Shipping/Receiving, Team Player, Time Management, Writing Skills, eCommerce
LOCATION
all cities, NJ
POSTED
Today
Soni Resources is partnering with a luxury retail client near Windsor, NJ, in the search for an E-Commerce Customer Service Representative.

The ideal candidate thrives in a fast-paced environment, demonstrates strong attention to detail, and brings a proactive, solutions-oriented mindset. This individual will play an important role in maintaining brand standards, supporting operational excellence, and contributing to a seamless omnichannel customer experience.

Responsibilities:

  • Deliver a high-touch customer experience by assisting clients with online orders, product inquiries, returns, shipping updates, and service requests via phone, email, and chat.
  • Communicate professionally and empathetically while building strong customer relationships and resolving escalated concerns in a timely manner.
  • Partner with internal teams, retail boutiques, and cross-functional departments to resolve order, service, and operational issues.
  • Utilize CRM systems and internal tools to accurately document customer interactions, order activity, and case resolutions.
  • Educate customers on products, services, and policies to enhance the overall client experience and support brand engagement.
  • Review online transactions for potential fraud risks, support order validation processes, and manage chargeback disputes.
  • Monitor performance metrics and KPIs while maintaining high standards of service quality, accuracy, and productivity.
  • Identify opportunities to improve customer service processes and enhance the overall e-commerce experience.
  • Maintain flexibility during peak retail periods, including weekends, holidays, and high-volume business cycles.

Qualifications:

  • 2+ years of customer service, call center, or e-commerce support experience required; luxury retail or fashion industry experience preferred.
  • Experience working in a high-volume environment supporting customers via phone, email, and chat.
  • Strong understanding of e-commerce operations, customer experience best practices, and CRM platforms such as Salesforce, Cegid, or similar systems.
  • Familiarity with payment gateways, fraud prevention tools, and chargeback management is a plus.
  • Excellent verbal and written communication skills with a polished, professional phone presence.
  • Highly organized, detail-oriented, and comfortable multitasking in a fast-paced, KPI-driven environment.
  • Proficient in Microsoft Office Suite, including Excel and Outlook.
  • Team-oriented, adaptable, and passionate about fashion, retail, and evolving e-commerce trends.

Additional Requirements:

  • Availability to work key retail dates, including Black Friday, Christmas Eve, and the day after Christmas.
  • Flexibility to work weekends and overtime during peak business periods as needed.

Compensation: $50,000 - $57,000
Salary is based on a range of factors that include relevant experience, knowledge, skills, other job-related qualifications.

About the Company

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Soni Resources