Customer Service & Shopify Fulfillment Coordinator

 

This role is responsible for managing customer communications, processing Shopify orders, coordinating fulfillment, handling returns and exchanges, and ensuring an exceptional customer experience. The ideal candidate is detail-oriented, proactive, and comfortable working in a fast-paced fashion environment.

 

Key Responsibilities

 

Customer Service

• Respond promptly and professionally to customer inquiries via email, phone, chat, and social media.
• Assist customers with orders, shipping updates, returns, exchanges, sizing questions, and product information.
• Resolve customer concerns and escalations while maintaining a positive brand experience.
• Maintain accurate records of customer interactions and resolutions.
• Monitor customer feedback and identify opportunities to improve service and customer satisfaction.

Shopify Order Management & Fulfillment

• Process and monitor daily Shopify orders to ensure timely and accurate fulfillment.
• Coordinate with warehouse and fulfillment partners to ensure orders are shipped correctly and on schedule.
• Manage order updates, cancellations, address changes, and shipping issues.
• Generate shipping labels and fulfillment documentation as needed.
• Track inventory availability and communicate stock concerns to management.
• Monitor and troubleshoot fulfillment issues, delayed shipments, and carrier claims.

 

Returns & Exchanges

• Process customer returns, exchanges, refunds, and store credits.
• Inspect return requests for compliance with company policies.
• Maintain accurate return records and reporting.
• Work with the warehouse team to ensure returned merchandise is processed efficiently.

 

Administrative & Operational Support

• Maintain product information, inventory updates, and order records within Shopify.
• Assist with inventory counts and reconciliation.
• Support sales events, product launches, and promotional campaigns.
• Prepare reports related to customer service metrics, fulfillment performance, and returns.
• Assist with additional operational projects as needed.

Qualifications

• 2+ years of customer service, e-commerce, or order fulfillment experience.
• Experience working with Shopify is required.
• Strong communication and problem-solving skills.
• Excellent attention to detail and organizational abilities.
• Proficiency in Microsoft Office, Google Workspace, and customer service platforms.
• Ability to multitask and prioritize in a fast-paced environment.
• Positive attitude and commitment to providing exceptional customer service.

Preferred Qualifications

• Experience in apparel, fashion, or retail industries.
• Familiarity with shipping platforms such as ShipStation, UPS, FedEx, or USPS.
• Experience with inventory management systems and warehouse coordination.
• Understanding of e-commerce best practices and online customer experience.