E-commerce Customer Experience Coordinator

Job Description : E-commerce Customer Experience Coordinator

Location : Apex, NC

Reports To : VP of Operations

Department : E-commerce

About Mary Square

Mary Square is a women-owned lifestyle and apparel brand inspiring women to live their yes. We offer apparel, statement jewelry, and meaningful gifts designed to uplift and connect. With bold original artwork and a passion for quality, we proudly serve over 4,000 boutiques across the U.S.

Position Overview

The E-commerce Customer Experience Coordinator plays a key role in delivering an exceptional customer journey for our online customers. This role ensures every customer interaction from order to delivery reflects the care, quality, and values of the Mary Square and Michelle McDowell brands. You’ll manage customer inquiries, resolve issues, and support order accuracy and satisfaction using Shopify, Gorgias, and Apprise while also collaborating cross-functionally with e-commerce, inventory, and operations teams.

Key Responsibilities

• Manage and respond to all customer inquiries through Gorgias. Ensure prompt, thoughtful, and brand-aligned communication.
• Create a positive / friendly first impression for customers and salespeople contacting Mary Square via phone and email by serving as the primary customer service representative for all retail customers and as the “second ring” for wholesale customers.
• Follow up within 24 hours on open issues.
• Strive for “one call service” where inquiries and issues are resolved with one call.
• Investigate and resolve order issues including missing, damaged, or delayed shipments through Shopify, Apprise and 3PL coordination.
• Process returns, exchanges, and special requests while maintaining customer satisfaction and profitability.
• Assist customers with Route processing for shipment insurance claims.
• Process employee orders.
• Monitor key experience metrics (response times, satisfaction ratings, ticket volume trends, etc), report weekly on findings and recommend improvements.
• Create and update internal FAQs and processes within Gorgias for consistency and efficiency.
• Collaborate with the fulfillment team to ensure accurate and timely order processing.
• Partner with e-commerce and product teams to communicate customer insights and feedback.
• Support e-commerce initiatives such as promotions, launches, and product updates as needed.
• Maintain an empathetic, solutions-oriented approach with every customer interaction.

Qualifications