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Customer Service & E-Commerce Lead

Customer Service & E-Commerce Lead

Ampersand Brands, LLCDenver, Colorado, United States, 80202
30+ days ago
Job type
  • Full-time
Job description

About Us

Ampersand Brands is a growing portfolio of beloved confectionery brands, including Hammond's Candies, the iconic hand-crafted candy maker, and Lolli & Pops, a premium retail and gifting brand with a national presence. The company is backed by strong growth ambitions, combining innovation, brand storytelling, and operational excellence to expand its reach and solidify its position as a leading player in the U.S. confections industry.

The Role

You'll be the point person for ensuring our e-commerce customers receive the right products, on time, and with a great experience including resolving customer issues directly and maintaining accurate warehouse inventory. You will work closely with both the warehouse team (for inventory and logistics) and the e-commerce / marketing team (to support campaigns, launches, and customer promises).

This role is ideal for someone who thrives in a fast-paced environment, enjoys leading by example, and wants to grow with a scaling e-commerce business.

Key Responsibilities

  • Serve as customer point of contact for escalated order issues (incomplete orders, substitutions, etc.)
  • Collaborate with the e-commerce & marketing team to align fulfillment with promotions, campaigns, and service standards
  • Lead daily e-commerce fulfillment operations for Hammond's and Lolli & Pops online orders
  • Pick, pack, and ship customer orders accurately using Shopify and ShipStation
  • Set pace and structure for fulfillment team; directly manage 1–8 pickers depending on season
  • Partner with warehouse leadership to ensure inventory accuracy, cycle counts, and timely replenishment
  • Monitor workflow and make adjustments to meet daily order volume targets
  • Train and coach seasonal staff on fulfillment processes and standards
  • Ensure safe, clean, and organized work areas that meet food handling and warehouse standards

Qualifications

  • Warehouse fulfillment experience (required)
  • Customer-facing experience in a retail or e-commerce setting (required)
  • Familiarity with Shopify and ShipStation strongly preferred
  • Experience with ERP systems (Sage, NetSuite, etc.) a plus
  • Strong communication and problem-solving skills with customers and cross-functional teams
  • Ability to lift 50 lbs and be on your feet for extended periods
  • Comfortable working solo in slower seasons and leading a team of 6–8+ during peak
  • Detail-oriented, organized, and reliable under tight deadlines

    • Schedule

  • Standard weekday hours (on-site in Denver)
  • Overtime and occasional weekend work during Q4 and other peak seasons

    • Growth Opportunity

    This role offers a pathway to expanded leadership and process ownership as Ampersand Brands' e-commerce business grows.

    Why You'll Love Working Here

  • The chance to lead not one, but two iconic brands with very different but equally lovable personalities.
  • A small, scrappy team that punches above its weight.
  • A culture rooted in thoughtfulness, creativity, and joy.

    • The pay range for this role is :

    20 - 22 USD per hour(Distribution)

    PId6a19fb360a6-30511-38978108

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    Customer Service Lead • Denver, Colorado, United States, 80202