Senior E-commerce Customer Service, Operations Coordinator

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

📋 Description

• Oversee Zendesk inquiries related to products, accounts, delivery issues, returns, refunds, and replacements.

• Address corrections for WooCommerce orders while ensuring customer records are accurate.

• Deliver precise customer support and ensure issues are resolved effectively.

• Develop product-level demand forecasts and plans for replenishment.

• Estimate purchasing expenses and landed costs across different currencies.

• Manage purchase orders and routine restocking within set budgets.

• Facilitate ordering from established brands and manufacturing partners, primarily located in the US.

• Supervise production schedules, supplier updates, and shipping deadlines.

• Coordinate with freight forwarders, customs brokers, and third-party fulfillment warehouses across various countries.

• Monitor shipments from receipt to resolution of discrepancies.

• Ensure WooCommerce and warehouse inventory are synchronized.

• Add and update products in WordPress and WooCommerce.

• Generate Metorik reports and track operational KPIs.

• Identify recurring issues, suggest enhancements, and highlight risks.

• Create and maintain a searchable company knowledge base and document management system.

• Establish folder structures, naming conventions, document ownership, permissions, and version control.

• Maintain and enhance SOPs in Confluence.

• Manage calendars, scheduling, and inboxes for the three-person leadership team.

• Sort messages, draft responses, and convert correspondence into actionable tasks.

• Organize Todoist priorities, owners, and deadlines while following up on commitments.

• Prepare meeting agendas, record decisions, assign actions, and monitor deadlines.

• Research and coordinate travel, bookings, itineraries, and appointments across different time zones.

• Compare suppliers, gather quotes, and place approved orders.

• Track deliveries, receipts, returns, refunds, subscriptions, renewals, and warranties.

• Handle miscellaneous business and personal administration tasks with care and discretion.

⛳️ Requirements

• Demonstrated hands-on experience in e-commerce customer service, inventory forecasting, purchasing, and international logistics, including supplier and 3PL coordination.

• Exceptional written and spoken English, with clear and precise communication and sound judgment regarding tone.

• Strong skills in spreadsheets and numerical analysis, encompassing cost forecasting, multi-currency calculations, and converting reports into actionable insights.

• Proficient in WordPress and WooCommerce, with the ability to adhere closely to detailed brand guidelines.

• Experience providing executive or administrative support to multiple senior stakeholders.

• Capable of transitioning between customer inquiries, stock planning, and leadership support while maintaining focus on priorities.

• Makes informed decisions within their scope, asks relevant questions when necessary, and raises exceptions early with suggested solutions.

• A passion for healthy living, with practical knowledge of organic foods, supplements, and ingredient quality (nice-to-have).

• Familiarity with Zendesk, Metorik, Confluence, and Todoist (nice-to-have).

• Experienced in establishing a knowledge base or document management system from the ground up, including naming conventions, permissions, and version control (nice-to-have).

• Exposure to a multi-brand or scaling e-commerce environment (nice-to-have).

• Must be based in the Philippines.

• Required to disclose any existing ongoing roles or client commitments.

🏝️ Benefits

• 100% remote work from home.

• Engagement under an Independent Contractor Agreement.

• Availability for collaboration during core AEST business hours.

• Opportunity to collaborate closely with founders and take significant ownership.

• Engagement recognized on LinkedIn as “Independent Contractor.”