Ecommerce Client Service Assistant

  • Company: Kenzo US
  • Country / Region : United States
  • Business group: Fashion & Leather Goods
  • Contract type: Permanent Job
  • Function: Digital
  • Experience required: Beginner
  • Reference No.: KENZ00501
  • Date of publication: 2021.01.06


Under the supervision of the e-commerce Operations Manager, the employee's responsibilities will include (but are not limited to):

Client Service Assistance:

  • Answering customers calls and emails
  • Handle orders problems (address, stock...), reimbursements, products (size, material, availability) and find adequate solutions quickly
  • Modify or cancel e-shop orders
  • Manage delivery problems
  • Proceed to refunds for the on-line purchases
  • Treat the orders with fraudulent payments
  • Manage orders in direct relation with the warehouse
  • Manage customers' complaints
  • Answer expectations on the product availability (stock)
  • Manage the repair process of the faulty products

Merchandising Assistance:

  • Publish products when assets and stocks are available
  • Perform daily updates, including product positioning, product copy, and any other customer facing adjustments.
  • Highlight products: creation and optimization of the product information sheets (pictures, description, cross selling, visual merchandising)
  • Contribute to the weekly performance analysis by pulling sales data from the systems and calculating KPIs

Assistance to other members of the team / other teams to achieve subsidiary level objectives, in particular in regards to Retail and Wholesale.


  • You have a strong sense of customer service
  • You are recognized for your responsiveness, your enthusiasm and your patience
  • You have a deep passion for product, market research, and customer insights
  • You are rigorous, dynamic and passionate about all things digital
  • Recognized for your team spirit, you are able to confidently build relationships and work across teams in US and FR
  • You have strong communication and organizational skills
  • Previous Salesforce experience or similar customer service tools is a plus


Fashion & Leather Goods

Houses with a unique heritage and young emerging brands make up this exceptional division. Each of their creations becomes an object of desire, imbued with timelessness.

Discover the business group & the Houses