Operations Coordinator and Customer Service Representative

Position Summary

The Customer Service & Operations Coordinator is a hybrid role responsible for supporting both customer experience and distribution center operations. This position ensures smooth day-to-day business functions by managing customer inquiries, coordinating operational activities, and supporting internal processes. The role requires strong communication, organization, and problem-solving skills to effectively balance customer needs with operational priorities.

Key Responsibilities

Customer Service & eCommerce Support

• Serve as a primary point of contact for customer inquiries related to orders, including returns, replacements, cancellations, tracking, and shipping issues.
• Deliver a high level of customer service through professional, courteous, and solution-oriented communication via phone and email.
• Build rapport with customers, demonstrate empathy, and resolve complaints promptly and effectively.
• Maintain accurate customer account information and ensure all updates are completed with attention to detail.
• Provide product knowledge and assist customers with product-related questions and purchasing decisions.
• Escalate or route inquiries to appropriate internal teams when necessary.
• Meet or exceed individual and departmental customer service goals.

Operations & Administrative Support

• Support daily administrative and operational functions within the distribution center to ensure efficient workflows.
• Manage purchasing, invoicing, and vendor coordination, including obtaining quotes and maintaining supplier relationships.
• Monitor inventory levels (including supplies and embroidery thread) and address shortages proactively.
• Coordinate building maintenance, repairs, and inspections.
• Assist with shipping logistics, including catalogs, samples, and internal requests.
• Process shipping claims and support reporting activities such as export documentation and invoice verification.
• Maintain safety and training records and assist with safety initiatives and meetings.

General Coordination & Team Support

• Manage and support projects that contribute to team and company goals.
• Assist with internal communications, including employee newsletters and event coordination.
• Help maintain an organized, clean, and functional office and shared spaces.
• Perform receptionist duties as needed, including greeting visitors and handling incoming calls and mail.
• Collaborate cross-functionally to improve processes, resolve issues, and enhance overall efficiency.

Qualifications & Skills

• Strong verbal and written communication skills with a customer-first mindset
• Excellent organizational skills and attention to detail
• Ability to multitask, prioritize, and adapt in a fast-paced environment
• Strong problem-solving and analytical abilities
• Ability to work both independently and collaboratively
• Professional demeanor with the ability to handle sensitive or confidential information
• Proficiency in Microsoft Office and comfort with multiple systems and tools

Education & Experience

• 1–3 years of experience in customer service, operations, or a related field
• Bachelor's degree preferred; high school diploma required

Physical Requirements

• Prolonged periods working at a desk and computer
• Ability to lift up to 50 pounds as needed