Customer Service Specialist – Marketplace

About G-III Apparel Group

G-III Apparel Group is a leader in the fashion industry, recognized for its expertise in design, sourcing, manufacturing, distribution, and marketing. The company boasts a portfolio of over 30 licensed and owned brands, featuring some of the most renowned names worldwide. Fueled by an entrepreneurial spirit and strong industry connections, G-III drives growth and delivers exciting fashion products to customers globally.

Position Overview

We are looking for a dedicated and energetic Customer Service Specialist to join our Digital team at our Midtown Manhattan location in New York City. This role is essential in providing top-tier customer support across various online marketplace accounts, including Amazon, Macy's, and Walmart. The position requires a proactive individual adept at multitasking in a fast-paced environment, resolving issues efficiently, and enhancing customer satisfaction.

Key Responsibilities

• Manage customer inquiries through phone, email, and marketplace platforms promptly and professionally.
• Provide assistance regarding products, order status, returns, exchanges, and general account support.
• Update and maintain the customer service knowledge base to streamline processes and minimize common issues.
• Address and resolve customer concerns to ensure a positive experience.
• Work collaboratively with various departments to resolve escalated issues.
• Accurately log customer interactions and transactions in the CRM system.
• Achieve or surpass marketplace performance standards such as response time, cancellation rates, refund processing, and adherence to SLAs.
• Monitor marketplace activities to maintain compliance with retailer standards and customer service protocols.
• Identify and suggest improvements to elevate customer satisfaction and operational workflows.
• Contribute support to additional customer service and marketplace projects as needed.

Candidate Profile

• Customer-centric and passionate about delivering exceptional service.
• Strong problem-solving abilities and calmness under pressure.
• Detail-oriented with excellent organizational and multitasking skills.
• Effective communicator and team collaborator.
• Self-motivated and adaptable in a dynamic work setting.

Qualifications

• Between 1 and 3 years of experience in retail, eCommerce, or customer service roles.
• Demonstrated excellence in customer service delivery.
• Proficiency in Microsoft Excel, including passing a basic Excel assessment.
• Strong analytical skills to independently resolve customer issues.
• Excellent verbal and written communication capabilities.
• High organizational skills with aptitude in multitasking and meeting deadlines.
• Ability to independently manage tasks while fostering teamwork.
• Experience with customer service platforms and CRM software is preferred.
• Background in fashion or apparel industries is an advantage.
• Familiarity with marketplace platforms such as Amazon, Macy's, and Walmart is beneficial.
• Experience collaborating within cross-functional teams is a plus.

Compensation and Benefits

• Annual salary ranging from $55,000 to $70,000.
• Potential for hourly work between 30 to 40 hours per week, depending on business needs and candidate qualifications.
• Comprehensive benefits package including medical, dental, vision, and 401(k) retirement options.
• Paid time off and recognized company holidays.
• Employee merchandise discounts.

Additional Information

This position is based on-site in Midtown Manhattan, within the Fashion District of New York City. G-III Apparel Group is an Equal Opportunity Employer committed to diversity and fostering an inclusive work environment. The stated salary range complies with the New York City Salary Transparency Law.