Customer Service and Logistics Support (Seasonal Temp)

Founded in 1994, Assouline transformed the illustrated book market into a cornerstone of the luxury lifestyle. Today, we are more than a publishing house; we are the first brand of luxury culture. From our curated boutiques to our presence in the world's most prestigious wholesale accounts, Assouline provides a world of intellect and good taste.The Customer Service & Logistics Support is the operational backbone of Assouline’s direct-to-consumer service experience. This temporary role ensures that every client inquiry, every advance or contributor order, and every shipment moves smoothly from request to delivery, in keeping with the standard our collectors have come to expect. The Specialist is the connecting thread between our clients, our worldwide warehouses and logistics providers, and our printers and vendors, keeping communication clear and documentation complete at every step.KEY RESPONSIBILITIESCustomer Service / DTC Logistics SupportSupport the Customer Service Coordinator in responding to customer inquiries from the Americas, EMEA, and APAC via email and live chat, within the company’s service-level agreement (SLA), using the Gorgias customer service platform.Support the Customer Service Coordinator in actioning customer requests in accordance with company policy, such as:Order status updates, tracking requests, and delivery follow-upAddress corrections and delivery reroutes before dispatchOrder modifications and cancellations within the permitted windowReturns, exchanges, and refunds, including issuing return labels and confirming receipt at the warehouseReplacements and claims for items damaged in transit, lost shipments, and carrier exceptionsProduct, availability, pre-order, and backorder inquiriesGifting requests, gift notes, personalization, and special packaging instructionsPromotional code, pricing, and duties or tax queriesReferrals of wholesale, press, and partnership inquiries to the appropriate teamSupport the Customer Service Coordinator’s communications and coordination with worldwide warehouses and logistics providers, including order releases, dispatch confirmations, inventory checks, and resolution of held or delayed shipments.Ensure every ticket is tagged accurately and consistently within Gorgias, and that customer records, order notes, and case history remain complete and current.Special Requests and Advance/Contributor Orders Support• Order creation in NetSuite for advance copies and contributor copies.• Supporting with order fulfillment from our printers, vendors, and warehouses.• Following up with order status and sharing updates and tracking with interested parties.• Distribution of advance copies within the company and to collaborators.• Archiving documentation and shipping paperwork for audit purposes.• Creation and redaction of shipping documentation and other paperwork.• Physically capable of moving cartons.REQUIRED SKILLS AND CAPABILITIESProficiency in Excel, ERP (Netsuite preferable), OMS (Shopify preferable), customer service platform (Gorgias preferably) and WMS3+ years of high-level customer service and backoffice experience, preferably in the luxury retail spaceQuick learner, problem solver, motivated and detailed orientedCapability to communicate potential issues with colleagues and managementDemonstrated ability to communicate regularly across teams, as well as with customers and business contacts in a courteous and professional mannerPlease note: This role is a seasonal role based in our New York office and requires in-person attendance five days a week.Compensation: $30 per hour (3 months temporary role)Assouline is an equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.