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

Office & Operations Support

Skills & Qualifications

Daily Rhythm

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

To apply :