E-commerce Client Specialist & Digital Stylist
About Anne Fontaine
Since 1993, Anne Fontaine has continued to reinvent the classic white shirt. Our house has extended its creations of elegant white blouses to include exclusive pieces such as Italian-made handbags, jewelry, and small leather goods. In addition to our ready-to-wear collections, we offer a line of exclusive Precious pieces. As a result, we are now able to offer the most individual and refined silhouettes around the world.
We are looking for a forward-thinking, high-energy E-commerce Client Specialist & Digital Stylist to join our US Team. This role is designed for someone who bridges the gap between digital data and human connection. You will be responsible for full-cycle customer care, digital sales, and building genuine, long-term relationships with our clients. The ideal candidate moves far beyond transactional support, acting as an investigative, solution-oriented style advisor who protects our white-glove digital clienteling experience.
Duties and Responsibilities:
- Relationship Building & Client Nurturing: Actively cultivate a digital record of clients by moving interactions past a simple transaction. Nurture existing client relationships through thoughtful, personalized outreach—such as following up on past purchases, sharing new seasonal collection arrivals, and curating digital lookbooks based on their specific style history.
- The Styling Pivot: Turn everyday service inquiries, stock checks, and return requests into high-touch styling opportunities. Transition fluidly from solving an administrative issue to acting as a personal style advisor, recommending complementary silhouettes, layering pieces, or wardrobe updates that keep purchase intent alive.
- Proactive Investigation & Site Integrity: Autonomously investigate customer inquiries and front-end site issues (such as promo code failures or product page discrepancies) using e-commerce backend platforms before escalating. Every internal escalation must be accompanied by an analytical root-cause check and a proposed solution.
- Time Management & Task Bundling: Master daily time management by "bundling" non-emergency administrative tasks (such as tracking updates, shipping adjustments, and routine refund requests) into a structured afternoon recap, keeping real-time team communication channels clear for immediate sales and client priorities.
- Multi-Channel Queue Maintenance: Maintain absolute thoroughness and data integrity across all assigned communication channels, ensuring that when the primary customer service ticketing queue is cleared, secondary channels (such as Outlook) are cross-referenced and cleared daily.
- Live Channel Command: Utilize strong verbal communication and high emotional intelligence to manage live client pressure on the phone and chat. Politely guide non-emergency administrative inquiries into an organized email follow-up workflow, protecting your daily momentum for proactive sales outreach and VIP relationship building.
- Secure Link Management: Proactively track, monitor, and follow up on manual pending secure transaction links within tight active windows (e.g., 48-hour expirations) to recover abandoned carts and protect seasonal warehouse inventory levels.
- Luxury Brand Voice: Consistently deliver a sophisticated, editorial brand voice across all touchpoints (written, live chat, and phone). Balance being warm, welcoming, and deeply helpful with maintaining a professional luxury posture when communicating brand policies and final sale restrictions.
What Makes You a Great Fit:
- A Natural Relationship Builder: You genuinely love people and fashion. You possess a high degree of empathy and excel at listening to a client’s needs, remembering their preferences, and making them feel uniquely valued.
- Proactive & Solution-Oriented: You do not just pass problems along; you enjoy logging into backend systems, verifying inventory accuracy, and bringing actionable solutions to your manager.
- Luxury Retail Experience: Experience working with luxury fashion preferred, with a strong passion for storytelling, artisanal craftsmanship, and styling complete silhouettes.
- Technical Stack Comfort: Quick learner with a strong aptitude for cross-platform data alignment. Experience with or rapid ability to master the "Big Three" of e-commerce tech: customer experience platforms (Gorgias), e-commerce back-offices (Magento 2), and warehouse management systems (WMS).
- Autonomous & Forward-Thinking: Proven ability to work independently without constant direct supervision, recognizing that a friction point for one client is an opportunity to improve the site experience for all.
- Location: Must be available to work remotely within the Eastern Time Zone (EST).
Experience:
- Luxury Retail Sales, Styling, or Digital Clienteling: 2 years (Required)
- Customer Service / Concierge Support: 2 years (Required)
- E-commerce Backend / Platform Troubleshooting: 2 years (Required)
Job Type: Full-time
Work Location: Remote
Job Type: Full-time
Pay: $20.00 - $22.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience:
- Customer Service: 2 years (Required)
- Fashion retail: 2 years (Required)
- Luxury Retail: 2 years (Preferred)
- E-commerce: 2 years (Required)
Work Location: Remote
