Customer Experience & Fulfillment Coordinator - Remote

Overview

The Customer Experience & Fulfillment Coordinator plays a key role in ensuring the company's customers receive seamless service that reflects the refinement of our brand. This role is responsible for managing day-to-day client interactions, processing orders through Shopify and 3PL partners, and coordinating fulfillment to guarantee smooth and timely deliveries.

In Short

• Handle daily client inquiries, order entry (Shopify/3PL), and fulfillment coordination
• Proactively update clients on order status, stockouts, substitutions, and shipping issues
• Manage CRM records, order notes, flags, and AR follow-ups
• File and follow through on shipping/3PL claims
• Onboard new wholesale accounts, provide education, and support seasonal campaigns
• Diffuse and resolve escalated service issues with professionalism
• Support outbound engagement (samples, promos, dormant accounts, etc.)

Requirements

• Detail-oriented and customer-focused
• Strong client relationship-building skills
• Experience with Shopify and CRM software
• Ability to manage multiple tasks efficiently
• Excellent communication skills

Benefits

• Work with a premium Canadian tea brand
• Opportunity to contribute to customer satisfaction and brand reputation
• Engage with a diverse client base
• Professional growth and development opportunities