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Position Summary
The Customer Service & Operations Coordinator is a hybrid role responsible for supporting both customer experience and distribution center operations. This position ensures smooth day-to-day business functions by managing customer inquiries, coordinating operational activities, and supporting internal processes. The role requires strong communication, organization, and problem-solving skills to effectively balance customer needs with operational priorities.
Key Responsibilities
Customer Service & eCommerce Support
- Serve as a primary point of contact for customer inquiries related to orders, including returns, replacements, cancellations, tracking, and shipping issues.
- Deliver a high level of customer service through professional, courteous, and solution-oriented communication via phone and email.
- Build rapport with customers, demonstrate empathy, and resolve complaints promptly and effectively.
- Maintain accurate customer account information and ensure all updates are completed with attention to detail.
- Provide product knowledge and assist customers with product-related questions and purchasing decisions.
- Escalate or route inquiries to appropriate internal teams when necessary.
- Meet or exceed individual and departmental customer service goals.
Operations & Administrative Support
- Support daily administrative and operational functions within the distribution center to ensure efficient workflows.
- Manage purchasing, invoicing, and vendor coordination, including obtaining quotes and maintaining supplier relationships.
- Monitor inventory levels (including supplies and embroidery thread) and address shortages proactively.
- Coordinate building maintenance, repairs, and inspections.
- Assist with shipping logistics, including catalogs, samples, and internal requests.
- Process shipping claims and support reporting activities such as export documentation and invoice verification.
- Maintain safety and training records and assist with safety initiatives and meetings.
General Coordination & Team Support
- Manage and support projects that contribute to team and company goals.
- Assist with internal communications, including employee newsletters and event coordination.
- Help maintain an organized, clean, and functional office and shared spaces.
- Perform receptionist duties as needed, including greeting visitors and handling incoming calls and mail.
- Collaborate cross-functionally to improve processes, resolve issues, and enhance overall efficiency.
Qualifications & Skills
- Strong verbal and written communication skills with a customer-first mindset
- Excellent organizational skills and attention to detail
- Ability to multitask, prioritize, and adapt in a fast-paced environment
- Strong problem-solving and analytical abilities
- Ability to work both independently and collaboratively
- Professional demeanor with the ability to handle sensitive or confidential information
- Proficiency in Microsoft Office and comfort with multiple systems and tools
Education & Experience
- 1–3 years of experience in customer service, operations, or a related field
- Bachelor's degree preferred; high school diploma required
Physical Requirements
- Prolonged periods working at a desk and computer
- Ability to lift up to 50 pounds as needed
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