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E-Commerce Customer Care Supervisor

1 month ago

New York, United States Dover Street Market New York Full time

“I want to create a kind of market where various creators from various fields gather together and encounter each other in an ongoing atmosphere of beautiful chaos: the mixing up and coming together of different kindred souls who all share strong personal vision.” – Rei Kawakubo.

Dover Street Market New York opened in 2013 – it was the Store’s third location worldwide and first in the US. Like its predecessors Dover Street Market London and Dover Street Market Ginza, it was conceived and designed by Rei Kawakubo and subscribes to the philosophy of ‘beautiful chaos’ - the accidental synergy that results from independent minds, each with something original to say, colliding together in one space. In 2018, Dover Street Market Los Angeles opened cementing its place on the West Coast.

There are no set criteria for DSM. Both locations house all Comme des Garçons brands, and also boast a selection of designers that range from the established to the emerging, in addition to traditional products outside the realm of fashion. Designers have been given complete freedom to determine their individual brand spaces – the result being those collections as diverse as Azzedine Alaïa, Supreme, Sacai and Nike live alongside one another in an unexpected harmony.

A sense of discovery lies at the heart of DSM. Rounding out the DSM experience is the addition of Rose Bakery on the ground floor. Rose and Jean Charles Carrarini’s café is renowned for its signature fresh and natural food and is now a mainstay of DSMs around the world.


Role Overview:

We are looking for a highly independent Customer Care professional to partner with the E-commerce team and support the success and growth across all E-commerce touchpoints – DSMNY ESHOP and CDG ESHOP. This individual will take ownership over the customer service experience and team, all fulfillment from our brick and mortars + 3PL locations, provide a consistent, positive customer experience, and assist with E-commerce operational tasks.


Key Responsibilities

  • Oversee and provide excellent customer service for all E-commerce platforms (Zendesk Email, Phone, IG DMs and Comments)
  • Oversee and function as a touchpoint between E-SHOP customers and internal departments (warehouse fulfillment team, merchandising), as well as delivery partners (FedEx, DHL) in providing solutions to client inquiries.
  • Partner with the store Concierge team to ensure seamless E-commerce operations in fulfillment lead time
  • Oversees all customer inquiries on all social media channels within the company.
  • Participates in client outreach, building customer loyalty as well as driving sales in partnership with the E-Commerce VIP Personal Shopper.
  • Report daily sales summaries with the E-commerce and leadership teams.


Key Requirements & Skills:

  • 1-2 years of exceptional customer service/retail/hospitality
  • Logistics knowledge in DTC e-commerce
  • Strong communication and coordination skills with inter-departmental partners (E-commerce, Warehouse Fulfilment, Merchandising, Concierge)
  • Strong ability to work independently.
  • Working knowledge of Excel


Core Competencies


  • A highly motivated individual with a strong sense of ownership and responsibility and the ability to converse with all levels both internally and externally.
  • Must be energetic and self-motivated.
  • Decisive, structured, and organized, with a keen eye for detail
  • Performs as a team player.