Frette E-Commerce Customer Service Associate

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.

Role & Responsibilities

• Provide personalized support to clients across phone, email, live chat, and text messaging.
• Process customer orders and modifications securely through remote channels, ensuring real-time accuracy in internal ERP systems.
• Manage high volumes of incoming calls, emails, and messages while meeting or exceeding Frette service-response standards.
• Explain product specifications, care instructions, and company policies to guide clients through purchasing decisions.
• Track client preferences and notes in company CRM tools to develop 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.
• Address customer feedback and complaints calmly and professionally, de-escalating concerns and escalating critical matters to leadership when necessary.
• Issue, track, and monitor Return Merchandise Authorizations (RMAs) to resolve returns efficiently and support client retention.
• Collaborate with teams across physical boutiques, outlet networks, and wholesale accounts to ensure 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 for the duration of the holiday season.
• Hands-on experience with Salesforce Commerce Cloud (SFCC) and Microsoft Dynamics 365 is highly preferred.
• High proficiency in Microsoft Office suite applications and the ability to learn 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.
• Composure under pressure and the patience and discretion to resolve complex customer issues.

Skills

Experience

At least 2 years in client-facing customer service, corporate account management, or digital clienteling; luxury retail or premium e-commerce experience is highly preferred.

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.