Frette E-Commerce Customer Service Associate
- Location
- Wayne New Jersey USA
- Address
- 20 Continental Drive, Wayne, NJ 07470 View map
- Employment
- Seasonal
- Seniority
- Entry-Level
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Luxury Furniture & Homewares
- Posted
- Oct 9, 2026
About Frette
Founded in 1860, Frette is an Italian luxury house renowned for exceptional linens, refined textiles and a longstanding presence in prestigious hotels and private residences worldwide. Its identity rests on craftsmanship, sophisticated design and an exacting approach to quality, expressed through collections that elevate everyday rituals. As an employer, Frette brings together expertise across textile design, product development, retail, hospitality partnerships and corporate functions. The brand offers professionals a setting where heritage meets contemporary expectations of luxury, with attention to detail, product knowledge and thoughtful client service central to representing its distinctive vision of comfort and elegance.
Frette is hiring a Seasonal E-Commerce Customer Service Associate in Wayne, New Jersey, to support online clients with product selection, order management, and post-purchase service. This temporary contract role runs through the holiday season and concludes at the end of January 2027; the position is fully onsite.
Role & Responsibilities
- Provide personalized support to clients by phone, email, live chat, and text messaging.
- Process customer orders and modifications through remote channels, ensuring accurate updates in internal ERP and other systems.
- Manage high volumes of calls, emails, and messages while meeting or exceeding Frette service standards for response times.
- Communicate product specifications, care instructions, and company policies to guide clients through purchasing decisions.
- Track client preferences and notes using company CRM tools to nurture client relationships.
- Coordinate daily with the third-party distribution facility to prioritize pending shipments, communicate special handling instructions, and resolve fulfillment exceptions.
- Report website bugs, functionality issues, product description inconsistencies, and checkout feedback to the internal E-commerce team.
- Handle sensitive customer feedback and complaints professionally, de-escalate concerns, and escalate critical matters to leadership when necessary.
- Issue, track, and monitor Return Merchandise Authorizations (RMAs) to resolve cases promptly and support client retention.
- Collaborate with teams across physical boutiques, outlet networks, and wholesale accounts to provide a unified brand experience.
Qualifications
- At least 2 years of experience in client-facing customer service, corporate account management, or digital clienteling; luxury retail or premium e-commerce experience is highly preferred.
- Ability to work fully onsite at the designated office throughout the holiday season.
- Hands-on experience with Salesforce Commerce Cloud (SFCC) and Microsoft Dynamics 365 is highly preferred.
- High proficiency with Microsoft Office suite applications and aptitude for learning specialized platforms quickly.
- Self-motivated and proactive, with the ability to take initiative in a dynamic environment.
- Collaborative team player who fosters positive working relationships across departments.
- Methodical, highly organized, and detail-oriented, with the ability to multitask during peak holiday volumes.
- Exceptional verbal and written communication, with an authentic, polite, and professional tone suited to luxury clients.
- Able to solve complex customer problems with patience and discretion under pressure.
Skills
Experience
At least 2 years in client-facing customer service, corporate account management, or digital clienteling.
Workplace
The successful candidate will be located in Wayne, New Jersey, USA, with easy access to New York City.
Culture
Frette’s workplace culture is rooted in its Italian heritage and expertise in luxury linens, placing craftsmanship, attention to detail and refined design at the heart of its professional identity. Its presence in both private homes and prestigious hotels gives the working environment a distinctive focus on product knowledge, attentive service and an understanding of discerning international clients.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Frette, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «E-Commerce Customer Service Representative», «Digital Client Services Associate», «Online Customer Care Associate», «Customer Support Specialist», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.