E-Commerce Coordinator

AWB OVERVIEWAmes Watson Brands (AWB) invests in both emerging and established brands. We are a "brand accelerator" that surrounds our partners with industry experts in operations, merchandising, marketing and back-office support. We leverage operational excellence, access to capital, strategic partnerships, and a data-driven approach to drive product innovation and accelerate growth.POSITION OVERVIEWAs the E-Commerce Coordinator, you act as a bridge between our digital customers and our portfolio of brands. You aim to meet and exceed the needs of our customers by providing effective and efficient solutions that ensure customer satisfaction and foster a positive brand image. You support in driving the overall growth of our e-commerce channel by monitoring and adhering to our Customer Service-Level Agreements, while achieving and exceeding company KPI goals and objectives.RESPONSIBILITIESCustomer Service l Brand AmbassadorUnderstand and reflect our brand in all customer-facing communication Provide a seamless digital end-to-end experience by responding promptly and professionally to all customer inquiries via emailAssist customers in navigating and troubleshooting issues on customer facing websitesAnswer product and service questions, and/or make product suggestions Ensure effective and efficient solutions to customer questions, requests, and/or concerns Support customers with order updates, logistics, email response, tracking, quality issues, and returnsContribute to meeting and/or exceeding all KPI goals and objectives for the e-commerce channel by monitoring and adhering to customer SLAsAssist with scheduling emails and social posts Assist with seeding, which will include packaging product, writing cards, and tracking deliveries. Teamwork l CommunicationBuild positive relationships with peers and contribute to positive team moraleCollaborate with team members to ensure superior customer service and support e-commerce operationsAssist with project management for creative and content management. This will include following up with copywriters, graphic designers, and photographers to ensure all content requirements and deadlines are metOperationsCollaborate with warehouse and logistics teams as needed to address order-related issues and updatesManage outsourced customer service agencyCollaborate with cross-functional teams to address and solve problemsMonitor and manage order statuses on different e-commerce platformsDemonstrate proficiency in navigating brand websites, as well as other applicationsMonitor and troubleshoot website functionalityIdentify and implement solutions to prevent recurring issuesProvide insights and feedback to management for continuous process improvementPerform work in accordance with applicable policies, procedures, laws, and regulationsPerform other duties related to the qualifications and requirements of the jobDaily Quality Assurance check of website Assist with e-commerce maintenance tasks, which includes product set up and merchandising product buildout. Ordering product samples and coordinating samples with photographer. This will include keeping sample tracker and photography on website up-to-date and will require in-person sample checks and delivery management. Assist on set with photoshoots, support photographer and team with setup, providing samples, and other tasks, as assigned. QUALIFICATIONS AND REQUIREMENTS5+ years of experience in customer serviceEducation: High school diploma, GED, or equivalentAbility to work in self-directed, fast-paced, entrepreneurial environmentStrong ability to perform task management, prioritize, and manage time effectivelyExcellent verbal and written communicationFlexibility to work non-traditional hours, days, nights, weekends, and holidays as neededOther duties as assigned

Created: 2025-01-09