Customer Service Associate

Customer Service Associate –
ECCO

At ECCO USA, Inc., as a Consumer Customer Service Associate, you’ll be part of our Salem, NH corporate team, working a hybrid schedule: 3 days in office – 2 days remote. The role focuses on delivering a quality customer experience and exceptional support by promptly addressing inquiries, resolving issues with empathy, and building positive relationships to enhance customer satisfaction and loyalty.

• Enhance the future of ECCO USA by delivering exceptional customer service.
• Address customer inquiries through email and chat promptly and professionally.
• Resolve customer complaints and concerns efficiently while guaranteeing customer satisfaction.
• Assist customers by providing product details, order placement, and addressing service‑related concerns.
• Engage with colleagues and various departments to meet customer requirements and enhance the quality of service provided.
• Demonstrate adaptability, innovation, and understanding while addressing customer service concerns and conveying policy.
• Provide “Value Added” Service:
  • Present various options for order fulfillment or issue resolution.
  • Recommend suitable alternative products.
  • Notify customers about new product launches.
  • Highlight ongoing promotions and sales.

• Communicate and coordinate with all internal departments for smooth processing of all transactions.
• Identify opportunities for upselling and cross‑selling products and services to enhance customer experience.
• Stay updated on company policies, product knowledge, and industry trends to provide accurate information to customers.
• Other duties and/or special projects as assigned.

All ECCO USA team members are expected to deliver high levels of performance and exceptional service levels to customers. We demonstrate exceptional customer focus by consistently showing concern for the needs and expectations of our customers, both internal and external, and making them a high priority. We treat others with respect and are both responsive and solution‑oriented.

• Take ownership and hold oneself and others accountable.
• Respond to customer inquiries or problems in a timely and effective manner.
• Proactively seek feedback from customers and partners to develop solutions that meet customer needs.
• Demonstrate a positive attitude and reflect ECCO’s culture of passion, innovation and care.

• Minimum of one year experience in a customer service role.

• Superior organization and follow‑up skills.
• Competent in reading, writing and speaking English.
• Capable of effectively prioritizing tasks and adapting priorities as circumstances change.
• Demonstrated capacity to perform under pressure while remaining composed, patient and empathetic when interacting with diverse customers.

Entry level

Full‑time

Other

Retail Apparel and Fashion

ECCO prohibits harassment and discrimination in employment on the basis of actual or perceived race, color, religion, religious creed, sex or gender (including pregnancy, childbirth, and related medical conditions), gender identity and gender expression (including transgender status), national origin, ancestry, sexual orientation, marital status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, age, military and/or veteran status, or any other characteristic protected by federal, state, or local law.
ECCO also recognizes and supports the obligation to reasonably accommodate employees to allow them to perform the essential functions of their jobs. Accordingly, ECCO will endeavor to make a reasonable accommodation to applicants and employees who have requested an accommodation or for whom ECCO has notice may require such an accommodation, without regard to any protected classifications, related to an individual’s: (i) physical or mental disability;

(ii) sincerely held religious beliefs and practices; (iii) needs as a victim of domestic violence, sex offenses or stalking; (iv) needs…