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Customer Service Associate

Ermenegildo Zegna Group
New York, New York, United States
Closing date
19 Jun 2024

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Job Details

Following the path traced by the founder Ermenegildo over 110 years ago, ZEGNA is now internationally recognized as a leading global luxury menswear brand. Established as a fabric maker in the mountains of Piedmont, ZEGNA is part of the Ermenegildo Zegna Group, which counts more than 6,000 employees. Managed by Gildo Zegna as Chairman and CEO, Ermenegildo Zegna Group designs, creates, and distributes luxury ready-to-wear and accessories under both the ZEGNA and Thom Browne brands to over 500 stores. The Group also operates TOM FORD FASHION through a long-term license agreement with The Estée Lauder Companies Inc. to over 100 stores. As of 30th September 2023, ZEGNA has 403 stores of which 242 are directly operated. The brand remains committed to leveraging its rich heritage to build a better present and future.

As a Customer Service Associate for Zegna, you will oversee the operational support to the retail and wholesale business of the Company.
The ideal candidate will help ensure the seamless flow of orders (from order entry to invoicing). This role will collaborate, on an on-going basis, with the Wholesale team to develop strong working relationships with Buyers and their respective staff.

Reporting directly to the Director of Customer Service, this role will serve as liaison amongst communication with customers, internal and external Buying offices, Wholesale, Finance, Accounts Receivable and TPL Distribution Center.

This role is based in our NYC Office.

  • Entering customer orders, processing all seasonal order changes (prices, delivery dates, store distributions, cancellations).
  • Compile and communicate all necessary information needed to upload EDI orders with Wholesale accounts, regarding seasonal buys, pricing, delivery, and resolution of discrepancies.
  • Guarantee the timely receipt and processing of seasonal purchase orders (EDI and non-EDI) and store distributions.
  • Handle inquiries from Associates and Buyers on availability of stock items.
  • Guarantee same-day entry of stock special orders.
  • Check of production order status: liaising with HQ to monitor product delivery and proactively inform sales team of late merchandise.
  • Proactively notify customers of cancellations and past cancel goods.
  • Update shipping reports according to templates defined by the manager. Monitor shipping status.
  • Ensure deliveries are met within the designated shipping window
  • Manage order release according to delivery windows
  • Facilitate transfers between Wholesale and Retail channels
  • Assisting the Account Executives to prepare samples for ad looks and monitoring/coordinating the delivery from Headquarters.
  • Communicate and coordinate with internal departments to meet customer expectations
  • Manage, investigate, and dispute chargeback claims
  • Adhere to precision, quality, and timing standards to ensure the best quality service
  • Special assignments coordinated by management
  • Assist team members as needed.

  • Bachelor's Degree required
  • Preferably 1-2 years related experience
  • Must possess excellent communication, customer service, organizational and follow through skills.
  • Enthusiastic self-starter with strong interpersonal skills and ability to multi-task
  • Strong computer skills with proficiency in Microsoft Excel and Word, experience with AS400 a plus
  • The hiring range for this position ranges from $25-$30/hr. The rate of pay offered will be dependent upon candidates' relevant skills and experience.


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