Customer Service & E-Commerce Specialist

Location: In-Person (9 Bond Street, NoHo, New York) Salary: $75,000 per year About Bond No. 9:For the first time in fragrance history, a major, full-blown fragrance collection was launched as an homage to a great city: New York. Bond No. 9, headquartered at 9 Bond Street in NoHo, celebrates the city with women’s, men’s, and unisex eaux de parfum. Our dual mission is to restore artistry to perfumery and to mark every New York neighborhood with a scent of its own.We are seeking a digitally driven, detail-oriented, and customer-focused individual to join our team as a Customer Service & E-Commerce Specialist, supporting our direct-to-consumer business and ensuring an exceptional client experience. Key Responsibilities:Customer Service & Client Experience:- Monitor, listen, and respond to customer inquiries via phone, email, and chat, maintaining the Bond No. 9 tone of voice. - Escalate inquiries when necessary and provide feedback to improve service processes. - Manage eCommerce returns and exchanges, ensuring warehouse processing and timely refunds. - Partner with retail and warehouse teams on order fulfillment and omnichannel initiatives. - Track customer satisfaction and provide insights to drive process improvements. - Assist in mapping the post-purchase journey and testing initiatives to enhance the client experience. E-Commerce Operations & Merchandising:- Maintain and update the DTC product catalog, including product pages, banners, offers, and content in line with brand guidelines and launch calendars. - Support new product launches, promotions, and sampling initiatives (e.g., GWP, bundles, exclusive offers). - Monitor product availability, coordinate stock updates, and ensure site accuracy. - Partner with marketing, creative, and HQ teams to optimize imagery, copy, and SEO. - Assist with A/B testing and site personalization initiatives to improve conversion and engagement. Performance Tracking & Analytics:- Compile and analyze performance rep