Ecommerce Customer Service and Fulfilment Coordinator
Ecommerce Customer Service and Fulfilment Coordinator
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Oliver Brown delivers Contemporary Tailoring cut from Classic British Tradition. We are a premier destination for luxury menswear, formalwear hire, and the world’s largest collection of top hats, with expert antique restoration to match. Our timeless designs and dedication to quality have made us a trusted outfitter for life’s most important occasions—from weddings to Royal Ascot.
We are committed to offering not only beautiful, investment-worthy garments, but also a service experience that is second to none. Whether in-store or online, our mission is to ensure every customer leaves feeling their very best.
Overview:
We are seeking a proactive, detail-oriented eCommerce Customer Services & Fulfilment Coordinator to join our growing team. This cross-functional role bridges customer support, eCommerce operations, and fulfilment, ensuring that our customers receive exceptional service throughout their purchasing journey. You’ll work closely with the Customer Services Manager, Warehouse, and eCommerce teams to ensure all orders, inquiries, and returns are handled smoothly and efficiently.
Key Responsibilities:
Customer Service Operations:
- Respond to customer queries via email, live chat, and social channels using our support platform (Gorgias).
- Handle order issues, delivery tracking, and returns enquiries in a timely and empathetic manner.
- Maintain customer satisfaction and service levels by tracking response and resolution times.
- Assist in creating and updating customer service macros, help centre content, and process documentation.
- Act as the point of contact between customer service and the warehouse team to resolve order and fulfilment issues.
- Monitor order queues (e.g., unfulfilled, pending, errors) in Shopify and work with the fulfilment team to ensure prompt resolution.
- Track and investigate delivery exceptions, working with couriers to resolve delays or disputes.
- Support the processing of returns, exchanges, and refunds in line with policy, ensuring accurate inventory and financial reconciliation.
eCommerce & System Support:
- Use Shopify to update order statuses, issue refunds, and troubleshoot customer order issues.
- Monitor order anomalies and flag trends or technical issues to the eCommerce team.
- Assist with stock discrepancy resolution, product data QA, and other back-end Shopify tasks as needed.
- Liaise with third-party logistics (3PL) providers, when applicable.
Key Skills & Experience:
- Proven experience in a customer service or fulfilment coordination role, ideally within an eCommerce business.
- Comfortable using Shopify and customer support platforms (e.g., Gorgias, Zendesk, Freshdesk).
- Strong organisational and multitasking abilities with a meticulous attention to detail.
- Excellent written and verbal communication skills.
- Proactive, solution-oriented mindset with the ability to remain calm under pressure.
- Experience working cross-functionally with warehouse or logistics teams.
- Familiarity with courier platforms, delivery tracking systems, and basic Excel/Google Sheets.
- Experience with returns platforms (e.g. Swap, Loop, ReturnGo).
- Knowledge of basic Shopify reporting and analytics.
- Understanding of DTC customer experience and lifecycle.
Seniority level
Seniority level
Entry level
Employment type
Employment type
Full-time
Industries
Retail Apparel and Fashion
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