43157574708 - Customer Experience & Fulfillment Coordinator 2

Job Title: Customer Experience & Fulfillment Coordinator

Location: Remote

Working Hours: M-F, 8:30 AM – 5:30 PM EST (Canada/US time)

Job Type: Full-time

Company Overview:

The company is a premium Canadian tea brand celebrated for blending tradition, craftsmanship, and artistry into every cup. Their hand-blended teas and botanicals are featured in top hotels, fine retailers, and dining establishments worldwide, offering customers a refined and timeless tea experience.

Job 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.

You’ll proactively update customers on order status, address shipping or inventory issues, and maintain accurate CRM records. Beyond order management, you’ll onboard and support wholesale partners, assist with seasonal campaigns, and handle escalated service situations with professionalism and care. Additionally, you’ll contribute to outbound engagement initiatives such as sending samples, promotions, and reactivating dormant accounts.

This position is ideal for someone who is detail-oriented, customer-focused, and thrives on building strong client relationships while keeping operations efficient and reliable.

Job Duties and Responsibilities:

• 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

• Fluent in written and spoken English; French a plus
• 2+ years in customer service, client relations, or fulfillment coordination
• Strong organizational skills and attention to detail
• Tech-savvy (Shopify, CRM, Slack, Aircall, Cin7 Core preferred)
• Calm under pressure, persistent, resourceful, proactive
• Experience with luxury brands, F&B, or hospitality (bonus)