Ecommerce Customer Service Specialist

FAO Schwarz New York, NY

Our Story so far Founded in 1862, F.A.O Schwarz is one of the oldest and most iconic toy retailers in the world. Frederick August Otto Schwarz dreamed of a marvelous, bountiful emporium full of extraordinary, one-of-a-kind toys from all over the world. His dream became a reality, and as one of America’s oldest brands, we have provided this wonder to families for more than 150 years.   


Our Vision is that we passionately curate an ever-evolving World of Wonder brought to life through our extraordinary people, experiences and products to create everlasting memories for all.  


We drive quality and innovation, offering one-of-a-kind playthings and creating cherished memories for generations of children. We are more than a toy store.  We are a place where toys come to life.  


We have mastered the art of showmanship and grand merchandising, and we are pioneers of crafting the concept of in-store experiences which are driving the future of retail today.   


Our Values    


Passion - Do what you love and love what you do.    

Engaging - Make the first move. 

Integrity - Do the right thing, even when no one is looking. 

Collaborative - Support each other, win as a team. 

Adaptability - Roll with the Punches!  

Driven - Be BOLD and go BEYOND. 

Accountability - Own it!  


The Job   

The Customer Service Specialist will be responsible for all customer inquiries and concerns from the Customer Specialist will work directly with the ecommerce Manager to enhance the customer service experience.  


Responsibilities and Expectations 

  • Oversees email correspondence between customer and FAO along with other appropriate parties. 

  • Handle sales order inquiries.  

  • Address all product related inquiries with support from Merchsource (our sister company) 

  • Handle issuing credits, replacements, or refunds as needed.  

  • Report operational issues to corresponding parties.  

  • Filing Fed Ex claims and reporting.  

FAO Schwarz is an EEO employer - M/F/Vets/Disabled
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