Ecommerce Customer Service Coordinator

Description

We are seeking a detail-oriented and customer-first Ecommerce Customer Service Coordinator to support our online customers across email, chat, and phone. This role is responsible for resolving order-related inquiries, coordinating with internal teams and third-party partners, and ensuring timely, accurate communication throughout the customer journey—from purchase through delivery, returns, and exchanges.

The Ecommerce Customer Service Coordinator will partner closely with Ecommerce Operations, Warehouse/Fulfillment, and Marketing to troubleshoot customer issues, improve processes, and help deliver a consistent, premium online experience.

Requirements

• Customer Support & Issue Resolution
  • Respond to customer inquiries via email, chat,  and/or phone regarding orders, products, promotions, and account support.
  • Troubleshoot and resolve delivery issues, address changes, missing/incorrect items, damaged product claims, and payment questions.
  • Escalate complex cases appropriately and ensure timely follow-through and customer updates until closure.
• Returns, Exchanges & Refunds
  • Initiate and coordinate returns/exchanges, ensuring compliance with policy and accurate documentation.
  • Work with Warehouse/Fulfillment and carriers to research return shipments, restocks, and refund timelines.
  • Process or coordinate refunds, credits, and reshipments according to established procedures and service standards.
• Order Management Systems & Tools
  • Create, update, and maintain cases/tickets in the customer service platform/CRM, ensuring complete, accurate notes and disposition codes.
  • Support basic troubleshooting for ecommerce orders (e.g., order edits, cancellations where allowed, address validation, and status updates).
  • Identify recurring issues and document examples to support process improvements and platform enhancements.
• Cross-Functional Coordination & Continuous Improvement
  • Collaborate with Ecommerce, Marketing, and Fulfillment teams to resolve customer-impacting issues and prevent repeat defects.
  • Help maintain customer-facing templates, macros, and knowledge base content to ensure consistent communication.
  • Track and report common customer pain points, product feedback, and website/checkout issues.
• Quality, Metrics & Policy Compliance
  • Meet or exceed service-level goals for responsiveness, resolution time, and customer satisfaction.
  • Follow customer service policies, privacy guidelines, and escalation procedures; support basic fraud/chargeback documentation as needed.
  • Participate in training and calibration to maintain quality standards and product/process knowledge.
• Culture
  • Foster a positive, collaborative, and high performance culture within the team.
  • Model IRONMAN’s BE ICONIC vision and promote inclusive behaviors that support teamwork, respect, and psychological safety onsite and offsite.

Qualifications

• 2+ years of customer service experience, preferably in ecommerce, retail, or a contact center environment.
• Experience supporting order lifecycle issues including shipping/tracking, returns, refunds, and exchanges.
• Proficiency with customer service/ticketing systems and ecommerce platforms (e.g., CRM, OMS) and strong Microsoft Office/Google Workspace skills.
• Excellent written and verbal communication skills with a proven ability to handle sensitive situations with professionalism and empathy.
• Strong attention to detail, organizational skills, and ability to manage multiple cases while meeting deadlines and SLAs.
• Problem-solving mindset and ability to collaborate cross-functionally with Ecommerce, Fulfillment, and Finance teams.
• Ability to work a flexible schedule during peak periods and maintain consistent performance in a fast-paced environment.

The above declarations are not intended to be an “all inclusive” list of duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job and are a reasonable representation of its activities.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.