Customer Experience & Operations Coordinator

Customer Experience & Operations Coordinator

Location :

Clearwater, FL - In Office M-F 8 : 30-4 : 30

Reports to : COO

About the Role

The Customer Experience & Operations Coordinator plays a vital role in ensuring every order and interaction with Emerson & Friends reflects our values of care, quality, and joy. This position bridges customer service, order processing, and operational organization, keeping our front office, customer service, and order processing running smoothly.

You'll be the friendly face (and voice) behind our brand, helping customers with questions, keying customer's orders, invoicing customers, receiving payments, ensuring orders flow correctly from purchase to shipment, managing supplies, and supporting the internal team to maintain a calm, well-organized workspace.

Key Responsibilities Customer Experience

Respond promptly and warmly to customer inquiries via email, phone, and chat according to company policies.

Process returns, exchanges, and order adjustments according to customer and sales reps needs.

Track and resolve customer issues or complaints with empathy and efficiency.

Collaborate with the sales, marketing, and fulfillment teams to ensure customers receive accurate product and shipping information.

Maintain updated customer service templates and FAQs to ensure consistent communication.

Order Processing

Manage order flow through Shopify, Faire, and other sales platforms.

Confirm, edit, and release orders for fulfillment; flag any inconsistencies or errors. Adjust and check inventory for fulfillment.

Monitor unfulfilled or delayed orders and communicate updates to customers as needed.

Ensure all necessary packing slips, gift notes, and order details are accurate.

Support wholesale accounts with setup and maintenance as needed.

Office & Operations Support

Oversee front office organization, keeping common areas tidy, stocked, and guest-ready.

Order and track office and shipping supplies; manage vendor relationships for these items.

Support daily operational checklists and internal communication flow between departments.

Assist with special projects, special events, seasonal prep, and event logistics as needed.

Identify opportunities to improve efficiency in customer service and order operations.

Skills & Qualifications

4+ years of experience in customer service, operations, or office coordination (e-commerce Shopify and / or Faire experience a plus).

Strong organizational skills with attention to detail and follow-through.

Excellent written and verbal communication skills.

Comfortable navigating Shopify, Faire, Google Workspace, and similar platforms.

Friendly, adaptable, and proactive , you love helping others and keeping things running smoothly.

Daily Rhythm

Check inboxes for customer service and order updates.

Review unfulfilled orders, print, adjust, and coordinate with the fulfillment team.

Process exchanges and returns.

Set the kitchen, restock and order necessary snacks and office supplies.

Maintain front office cleanliness and organization.

Update internal trackers and customer notes. Prepare reports and attend weekly meeting

Support special projects or seasonal order surges.

ABOUT EMERSON AND FRIENDS

Founded in 2018 by artist Nicole Northway, Emerson and Friends emerged to fill a niche in the children's apparel market with expertly designed, functional, safe, and trendsetting clothing. As a mother of two, Emerson and Lucy, Nicole leverages her MFA to guide product development and lead a creative team dedicated to producing imaginative and high-quality products.

What began as a family business has quickly evolved into a rapidly expanding company at the forefront of the industry. Emerson and Friends has been recognized as an Inc. 5000 company, ranking at number 434 on this year's list. Additional achievements include appearances on Good Morning America, features in major news outlets, and partnerships with leading retail chains.

At the end of 2024 we expanded our facility in Clearwater, FL, which includes a showroom, collaborative creative spaces, offices, and warehouse facilities. We are deeply committed to our employees and strive daily to foster a warm, welcoming environment that encourages growth and community. Our vibrant work culture is built on creativity, collaboration, and a shared passion for excellence.

BENEFITS

Competitive salary and commission structure

Medical Insurance

Dental

Vision

Employee Discount

6 Paid Holidays

14 Days PTO (accrual based)

To apply :

amanda@emersonandfriends.com