Customer Experience & Operations Coordinator - E-Commerce Industry

About the role

We're looking for a proactive, highly organized Customer Experience & Operations Coordinator to become a key member of our growing e-commerce team. This role combines customer experience, operations, logistics coordination, and project management to ensure our customers receive exceptional service while internal processes run smoothly. As a lean and fast-moving business, we need someone who can wear multiple hats, think strategically, and take ownership of issues before they become problems. You'll act as the bridge between customers, inventory, warehousing, logistics, and leadership-ensuring that information flows seamlessly and nothing falls through the cracks. This is not a traditional customer service role. While customer communication remains important, we're looking for someone who can proactively identify issues, coordinate solutions, and support operational excellence across the business.

Responsibilities

• Customer Experience & Communications
• Deliver exceptional customer support across email, SMS, and other customer-facing
• channels.
• Respond to customer enquiries with professionalism, empathy, and attention to detail.
• Communicate order updates, delays, inventory issues, and resolutions clearly and
• proactively.
• Maintain a polished and professional communication style, ensuring all customer
• interactions reflect the brand.
• Logistics & Operations Coordination
• Monitor order fulfilment and shipping progress across the supply chain.
• Proactively investigate delayed, missing, or problematic orders.
• Liaise with warehouses, suppliers, and logistics partners to obtain updates and resolve
• issues.
• Identify and escalate inventory discrepancies, stock shortages, overselling concerns,
• and fulfilment bottlenecks.
• Serve as the operational link between customer-facing activities and backend business
• functions.
• Inventory & E-commerce Operations
• Monitor inventory levels and flag low-stock or at-risk products.
• Assist with inventory planning and re-order coordination.
• Support Shopify operations, including:
• Product creation and updates.
• Product descriptions and merchandising.
• Seasonal merchandising and promotional updates.
• Basic website and landing page maintenance.
• Ensure product information, inventory status, and customer-facing messaging remain
• accurate and up to date.
• Project Management & Process Improvement
• Own follow-ups and ensure action items are completed across teams.
• Track ongoing projects and operational priorities.
• Surface risks, blockers, and opportunities before they impact customers.
• Help build and improve systems, processes, and workflows as the business grows.
• Maintain clear reporting and visibility on operational performance and key priorities.
• Founder & Team Support
• Assist leadership with operational initiatives and special projects.
• Organize information and ensure priorities remain aligned.
• Support cross-functional communication between customer service, operations,
• marketing, and leadership.
• Provide recommendations and insights based on recurring customer and operational
• trends.
• Strong problem-solving abilities and a proactive mindset.
• Highly Desirable
• Experience working with inventory management, fulfilment, logistics, or supply chain
• operations.
• Previous experience supporting a founder-led or entrepreneurial business.
• Experience running a business, side hustle, or entrepreneurial venture.
• Familiarity with Shopify, Google Workspace, Slack, Trello, Asana, or similar tools.
• Experience creating reports, dashboards, and operational performance summaries.

Requirements

• Required Skills & Experience
• 3+ years of experience in customer operations, e-commerce operations, project
• coordination, account management, or a similar role.
• Experience working within a fast-paced e-commerce or direct-to-consumer (DTC)
• business.
• Strong understanding of Shopify and e-commerce operations.
• Excellent written and verbal English communication skills.
• Proven ability to manage multiple priorities and work independently.
• Exceptional attention to detail and organizational skills.
• A strategic thinker who looks beyond immediate tasks to identify root causes and
• solutions.
• Naturally proactive-you don't wait to be told when something needs attention.
• Comfortable taking ownership and driving outcomes.
• Professional and polished in your communication style.
• Calm under pressure and able to manage competing priorities.
• Resourceful, curious, and motivated by solving problems.
• Able to balance customer empathy with operational efficiency.
• Success in This Role
• After 90 days, you'll be:
• Managing customer communications with confidence and professionalism.
• Proactively identifying and resolving operational issues before they impact customers.
• Acting as a trusted point of contact between customers, logistics partners, warehouses,
• and leadership.
• Providing visibility into inventory, fulfilment, and customer experienc

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