Customer Experience Coordinator

Job Responsibilities

- Customer Service

- Exceed the expectations of our customers by showing best in class service

- Complete all online order fulfillments

- Perform quality control of all inventory

- Process customer returns accurately and in a timely manner

- Schedule pickups with various shipping carriers. 

- Attend online workshops to help improve customer checkout experience.

- Provide customer feedback, including complaints and escalations to the Ecommerce manager.

- Assist internal team with all e-commerce data entry responsibilities. 

- Anticipate client needs by staying up-to-date on all Fanm Djanm products and updates (sustainability, production, events, etc)

- Create customer lists based on spending trends, locations, and vip status

- Create email templates as necessary.

- Implement customer service improvement strategies that enhance customer retention

- Monitor web order & return flow

- Liaise with the Ecommerce manager on client complaints and escalations

- Responsible for all updates and researching new ways to improve customer experience online

- Manage the stock levels of packaging and related shipping items.

- Process customer returns accurately and in a timely manner

- Provide accurate information about current product assortment to customers

- Resolve shipping issues with shipping carriers


- Strong writing skills

- Excellent communication and listening skills

- The ability to maintain brand voice

- A proactive, highly organized, self-motivated work ethic, with a willingness to learn

- Enthusiasm, creativity, patience, good judgment, and flexibility in their work

- Commitment to the highest standards of integrity

- Confidence to take initiative and make decisions proactively

- Strong people skills, emotional intelligence, and ability to work well with others

- Must work well under pressure both autonomously as well as part of a team


25 hours/weekly (hours may vary depending on projects)

Job Type: Part-time

Pay: $15-$16 per hour depending on experience