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E-Commerce Customer Service and Logistics Coordinator
2 weeks ago
About Us:
We are a fast growing Music Merch, Brand Incubator and Clothing Manufacturer working with some of the most exciting artists and brands globally. Our in house manufacturing operation, fulfillment center and design team bring creative vision to life through premium apparel and accessories.
About the Role
We're looking for a highly organized and proactive Customer Service and Logistics Coordinator to join our fast-growing e-commerce and merchandise business. This person will act as the main liaison between our customers, fulfillment teams, and internal departments—ensuring smooth order processing, timely delivery, and top-tier customer experiences.
The ideal candidate is detail-oriented, solution-driven, and thrives in a fast-paced environment where they can wear multiple hats.
Key Responsibilities
Customer Service
- Manage all incoming customer inquiries via email, chat, or ticketing platforms (e.g., Gorgias, Shopify Inbox).
- Resolve customer issues related to orders, returns, exchanges, and product questions in a professional, timely manner.
- Maintain a high customer satisfaction rating through empathetic communication and efficient problem solving.
- Identify and escalate recurring issues to management and operations for resolution.
Logistics & Fulfillment
- Coordinate freight and LTL shipments across wholesale and tour.
- Track shipments, resolve lost or delayed package claims, and communicate updates to customers.
- Monitor and manage daily order flow, ensuring alignment between e-commerce platform and warehouse systems (Shopify, ShipStation, etc.).
- Assist with inventory reconciliation and communicate stock discrepancies to the operations team.
- Support product launches, restocks, and limited-edition drops by ensuring fulfillment readiness.
Operational Support
- Maintain accurate records of returns, replacements, and claims.
- Generate shipping and fulfillment performance reports as needed.
- Help refine customer service workflows and improve backend logistics efficiency.
Qualifications
- 2+ years of experience in e-commerce, logistics coordination, or customer service (preferably in consumer goods, fashion, or merchandise).
- Strong understanding of e-commerce platforms such as Shopify, ShipStation, and Gorgias/Zendesk.
- Excellent written and verbal communication skills.
- Strong organizational skills with the ability to multitask and prioritize in a fast-moving environment.
- Basic proficiency in Excel/Google Sheets and comfort with data entry.
- Problem-solver with a customer-first mindset and high attention to detail.
Preferred Skills
- Experience with 3PLs and/or in-house fulfillment operations.
- Familiarity with international shipping and customs documentation.
- Understanding of returns/exchange management processes.
- Knowledge of inventory or ERP systems is a plus.
Job Type: Full-time
Pay: $45, $65,000.00 per year
Benefits:
- Health insurance
Ability to Commute:
- Los Angeles, CA Required)
Ability to Relocate:
- Los Angeles, CA 90058: Relocate before starting work (Required)
Work Location: In person
