E-commerce and Customer Support Coordinator

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Customer support across all online platforms.

• Managing all online customer inquiries using Gorgias (the brand's helpdesk software), with a response time of under 24 hours.

• Handling customer communications via WhatsApp, including responding to broadcast messages regarding new collection launches.

• Addressing issues calmly and professionally, including order modifications, delivery concerns, sizing inquiries, and product questions.

• Processing customer refunds in accordance with the brand’s policies.

• Assisting with returns and exchanges, which includes weekly inspection of return data and identifying trends.

• Conducting daily order audits, tracking fulfillment, pre-orders, and reporting any issues to the e-commerce team.

• Overseeing and executing weekly stock transfers between locations to maintain accurate inventory levels across all channels.

• Website and product management.

• Uploading product details, descriptions, and images to the brand’s Shopify platform.

• Correctly tagging products to ensure they are categorized properly within collections and filters.

• Uploading size guides and product specifications.

• Updating pricing information across the website.

• Managing pre-order and restock notification messaging.

• Conducting regular UX spot-checks on the website to identify issues before customers encounter them.

• Assisting the brand's international customers through Global-E (their cross-border e-commerce platform — training provided).

• Resolving delivery issues related to international shipping.

• Contributing to performance reporting across e-commerce, social media, and email channels by extracting key metrics from the brand’s analytics systems and presenting them in a structured weekly format.

• Identifying trends, anomalies, and opportunities to share with the UK team.

⛳️ Requirements

• Minimum of 2 years’ experience in logistics, freight operations, supply chain management, wholesale operations, or e-commerce operations.

• Proven experience working with international clients, preferably businesses from the US, UK, Australia, or Europe.

• Strong familiarity with at least one ERP, inventory management, or warehouse management system, including but not limited to NetSuite, SAP, Odoo, Cin7, ShipStation, Zoho Inventory, or similar platforms.

• Proficient Excel / Google Sheets users who have managed inventory or operations without a dedicated ERP are also encouraged to apply.

• Excellent written English skills, as you will communicate with retail buyers and logistics partners in the UK daily.

• Keen attention to detail, particularly with numbers, codes, and documentation.

• Comfort in handling high-value, detail-oriented tasks where accuracy is crucial.

• A bachelor’s degree, preferably in logistics, supply chain management, business administration, or a related field.

• Additional consideration for candidates with 4+ years of experience or a background in wholesale operations.

• Previous experience with apparel, fashion, or consumer goods brands is a plus.

• Familiarity with international customs documentation and commodity coding across any jurisdiction.

• Exposure to international wholesale or retail partner portals (e.g., major department store vendor systems).

• Experience working night shifts or UK hours for prior international employers.

🏝️ Benefits

• Comprehensive HMO coverage, including a free dependent from Day 1.

• Employee referral program with attractive incentives.

• 20 days of annual leave, providing flexibility in managing your time.

• Engaging team activities and events to enhance workplace enjoyment.

• Build strong, impactful relationships with key stakeholders across the organization.

• Participate in client engagement initiatives to enrich your professional experience.