- Employment
- Full-Time
- Seniority
- Junior
- Compensation
- $34–36/hour
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Oct 9, 2026
About Zegna
Founded in 1910 in Trivero by Ermenegildo Zegna, Zegna is an Italian luxury house renowned for exceptional fabrics, modern tailoring, and a vertically integrated approach from fine fibres to finished garments. As an employer, the maison offers a refined, international environment where craftsmanship, innovation, and client excellence meet a long-standing commitment to responsibility, reflected in Oasi Zegna and its stewardship of people and landscape. Zegna attracts talent across retail, design, merchandising, manufacturing, digital, and corporate functions, fostering collaboration, precision, and entrepreneurial spirit. Employees join a heritage-driven company shaping contemporary menswear while upholding quality, integrity, and sustainable growth.
The Su Misura Customer Service Associate supports ZEGNA’s retail and wholesale made-to-measure business in New York, coordinating orders from entry through delivery and liaising with internal teams, buying offices, partners, and customers. This permanent role manages order fulfilment, samples and event materials, shipping, customer inquiries, and chargeback claims; it offers a hybrid schedule of four office days and Fridays working from home.
Role & Responsibilities
- Manage Su Misura samples and materials for trunk shows and events, overseeing the process from order placement through receipt and shipment; ensure timely delivery, organization, and proper maintenance of the sample closet.
- Provide occasional support to the Su Misura team at events across different markets.
- Enter, track, and maintain accurate Su Misura orders throughout the full order lifecycle.
- Review incoming orders and work with Su Misura Specialists and Wholesale customers to address questions, resolve discrepancies, and ensure accuracy.
- Support the Wholesale sales team throughout the Su Misura process with timely updates and operational assistance.
- Partner with HQ and internal teams to resolve order-related issues and ensure smooth execution.
- Manage order fulfilment, including pricing confirmation, system updates, shipping coordination, delivery tracking, and proactive communication about delays or changes.
- Coordinate with Logistics and internal departments to ensure orders meet confirmed delivery timelines and customer expectations.
- Maintain shipping reports and operational trackers in line with established processes and reporting requirements.
- Resolve customer inquiries and operational challenges using knowledge of seasonal offers, client history, and company policies.
- Manage, investigate, and resolve chargeback claims with internal stakeholders.
- Support the Director of Customer Service and broader team initiatives as needed.
- Partner with the Director of Su Misura to update pricing PDFs and distribute them for each new season.
- Manage and organize Su Misura book distribution to stores, ensuring delivery ahead of each new season.
Qualifications
- Strong communication, organizational, and follow-through skills, with excellent attention to detail.
- Ability to manage multiple priorities, meet deadlines, and adapt in a fast-paced environment.
- Enthusiastic self-starter with strong interpersonal skills and the ability to collaborate effectively across teams.
- Strong computer skills, including proficiency in Microsoft Excel and Word; AS400 experience is a plus.
- Experience working with luxury products, made-to-measure or custom products, or in client service environments is preferred.
Skills
Experience
1–3 years of relevant experience in customer service, operations, wholesale, luxury retail, fashion, or a related field.
Compensation
The base compensation for this position ranges from USD 34 to USD 36 per hour.
Benefits
Medical, dental, and vision coverage; 401(k) with employer match; commuter benefits; paid time off and holidays accruing based on tenure and role; learning opportunities including mentorship, structured programs, and personalized development paths. Hybrid work model: four days in the office and Fridays working from home.
Culture
Zegna fosters a workplace culture rooted in Italian craftsmanship, innovation, and a deep respect for heritage, where teams are encouraged to combine precision with creativity. As a family-founded luxury house with a strong commitment to sustainability and quality, it offers an environment that values collaboration, long-term thinking, and excellence in every detail.
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 Zegna, 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 «Made-to-Measure Customer Service Associate», «Customer Operations Associate», «Client Service Coordinator», «Wholesale Customer Service Associate», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.