Client Services and Warehouse Associate - Full Time
Position Overview
The Full-Time Client Services Associate is an important member of the Natalie Martin Operations team and a direct point of contact for our customers. The primary focus of this role is providing thoughtful, timely, and solution-oriented customer support across email and phone.
This person will assist customers with questions regarding orders, shipping, returns and exchanges, product information, availability, and other general inquiries while ensuring every interaction reflects the warmth and level of service associated with the Natalie Martin brand.
The ideal candidate is an excellent communicator who is highly organized, detail-oriented, patient, and comfortable managing multiple customer needs at once. They should be a natural problem solver who enjoys helping people and understands how to balance efficiency with a personal approach.
As part of a small and collaborative team, this position will also occasionally assist with warehouse and fulfillment needs during busy periods.
Key Responsibilities
Client Services
- Serve as a primary point of contact for Natalie Martin customers via email and phone.
- Respond to customer inquiries in a timely, professional, warm, and helpful manner.
- Assist customers with order status, shipping and delivery questions, returns and exchanges, product information, sizing, availability, and general inquiries.
- Research order issues and provide clear, solution-oriented responses.
- Process returns, exchanges, refunds, order adjustments, and other customer requests according to company policies.
- Track customer issues through resolution and follow up when necessary.
- Escalate complex or sensitive customer situations to the appropriate team member.
- Communicate recurring customer feedback, product concerns, or operational issues to the broader team.
- Maintain a strong understanding of current collections, products, promotions, shipping policies, and return policies.
- Ensure every customer interaction reflects the Natalie Martin voice and commitment to exceptional service.
Order & Operational Support
- Monitor customer orders and assist in identifying fulfillment, shipping, or inventory issues.
- Communicate with the warehouse team to resolve order discrepancies and customer requests.
- Assist with order adjustments, address changes, cancellations, and other time-sensitive requests before shipment.
- Maintain accurate customer and order information within company systems.
- Support special projects and other Client Services or ecommerce operational needs as assigned.
Warehouse Support
As part of a small, collaborative team, the Client Services Associate may occasionally be asked to assist with warehouse operations during high-volume periods, launches, or other business needs. Responsibilities may include:
- Assisting with picking, packing, and preparing ecommerce orders for shipment.
- Processing and restocking customer returns.
- Steaming, folding, tagging, and organizing merchandise.
- Assisting with inventory counts and general stock organization.
- Supporting other fulfillment needs as directed by the Operations or Warehouse team.
Qualifications
- Previous customer service, ecommerce, retail, or client-facing experience required.
- Experience working for a fashion, apparel, retail, or ecommerce brand strongly preferred.
- Excellent written and verbal communication skills.
- Strong attention to detail and commitment to accuracy.
- Comfortable and confident communicating with customers over the phone.
- Strong organizational and time-management skills with the ability to manage multiple priorities.
- Patient, thoughtful, and solution-oriented when handling customer concerns.
- Reliable, punctual, and dependable.
- Ability to work independently while also being a collaborative and supportive team member.
- Comfortable learning and navigating multiple technology platforms.
- Experience with Shopify, Gorgias, or similar ecommerce/customer service platforms is a plus.
- Comfortable assisting with physical warehouse tasks when needed, including standing, bending, reaching, and moving boxes up to 30 pounds.
What We're Looking For
We are looking for someone who genuinely enjoys helping people and understands that great client service goes beyond simply answering a question. The right person is warm and personable while remaining professional, efficient, and solutions-focused.
Success in this role requires someone who:
- Communicates clearly and thoughtfully.
- Has an exceptional eye for detail.
- Takes ownership of customer questions and follows them through to resolution.
- Remains calm and professional when navigating challenging customer situations.
- Is proactive and comfortable asking questions when something doesn't look right.
- Works well as part of a small, collaborative team and is willing to jump in where needed.
- Is dependable and understands the importance of consistent coverage within a customer-facing role.
- Takes pride in creating an exceptional experience for every Natalie Martin customer.
Please send your cover letter and resume to careers@nataliemartin.com
Natalie Martin is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace where everyone feels welcome and valued.
