E-Commerce Customer Service Representative

Position: E-Commerce Customer Service Representative

Reports to: Customer Service Leader

Employment status: Full-Time

FLSA status: Non-Exempt

La Maison Longchamp:

Based in Paris, Longchamp stands as an optimistic and independent family business with an international reputation. Joining Longchamp’s team means contributing to the creation and distribution of fashion and leather goods that are both fair and beautiful, showcasing superior craftsmanship. With a presence in over 25 countries and employing 3,500 individuals, “la Maison” is now looking for innovative, passionate, and committed talent to continue its development in France and abroad in a demanding and caring working environment.

Longchamp USA is committed to fostering a diverse, equitable, and inclusive workplace where everyone feels valued and respected. We believe that a diverse team drives innovation and enhances our ability to serve our clients and communities effectively. We encourage individuals from all backgrounds, including but not limited to race, ethnicity, gender, sexual orientation, disability, age, and veteran status, to apply. We are an equal-opportunity employer and welcome applications from all qualified candidates.

Job Description:

We are seeking an enthusiastic, detail-oriented E-Commerce Customer Service Representative to join our team. This role serves as a vital connection between customers, our boutiques, warehouse, and e-commerce platforms. You will provide accurate, empathetic, and timely support to ensure a seamless customer experience that reflects our brand’s values and high service standards. This position offers a hybrid schedule with in-office work Monday through Wednesday (8:30 a.m. - 5:00 p.m.) and remote work on weekends, Saturday and Sunday (9:00 a.m.–5:30 p.m.).

Essential Duties and Responsibilities:

Under the direction of the Customer Service Leader, you will assist customers with order inquiries via several channels: chat, email, and telephone to identify and assess customers’ needs and achieve their satisfaction.

• Enhance the overall customer experience by identifying process improvements and contributing ideas for website updates.
• Increase conversion by turning visitors into buyers, upselling products, and promoting add-ons to increase UPTs.
• Proactively handle complaints, resolve escalations, and ensure timely and satisfactory outcomes.
• Provide accurate, complete information using appropriate tools and platforms.
• Build lasting relationships with customers through clear and engaging communication.
• Report on KPIs, shipping/delivery issues, fraud concerns, and customer feedback.
• Collaborate with Operations, Buying, Finance, and Logistics teams for efficient order management.
• Educate customers about brand products, services, and policies.

The role also provides light support in fraud monitoring and risk management:

• Utilize fraud detection tools, dashboards, and payment platforms (e.g., Adyen) to manage risk exposure.
• Dispute chargebacks promptly and effectively, analyzing trends to reduce risk and maintain customer trust.
• Review and analyze online transactions to identify potential fraud; independently approve or reject orders.
• Track, analyze, and present key performance indicators (KPIs) related to order authorization rates, chargebacks, and transaction trends to help guide improvements in fraud prevention strategies

Requirements & Qualifications:

• 2+ years of experience in customer service or e-commerce (luxury fashion experience preferred).
• Experience working in a fast-paced call center environment with a high volume of inbound calls/emails.
• E-commerce experience required; Adyen knowledge is a plus.
• Proven experience working in payment gateways and using third-party fraud tools.
• Quiet, dedicate home workspace, reliable High-speed internet connection and secure home wi-fi network.
• Familiarity with Salesforce, Cegid, or other CRM systems is a plus.
• Strong written and verbal communication skills.
• Proficient in Microsoft Office, especially Excel, Outlook and Teams.
• Must be organized, detail-oriented, punctual, and able to multitask in a high-volume setting.
• Professional judgment, a positive attitude, and excellent phone etiquette are essential.
• Availability to work on key retail dates is required, including Black Friday, Christmas Eve, and the day after Christmas.
• Must be flexible to work weekends and available for overtime as needed, especially during peak periods.
• Passion for fashion, brand storytelling, and staying current with e-commerce trends.
• Must be able to meet the physical demands of the position, with or without reasonable accommodation.

Benefits Offered:

• Medical Insurance
• 401(k) with Company Match
• Company-Paid Life Insurance
• Supplemental Life Insurance
• Accident Insurance
• Company-Paid Short-Term and Long-Term Disability Insurance
• Maternity and Paternity Leave
• Pet Insurance
• Flexible Spending Account (FSA)
• Employee Assistance Program (EAP)
• Gym Membership Reimbursement