Ecommerce Operations, Customer Experience & Studio Coordinator

We are looking for an operations, fulfilment and customer experience coordinator available for approximately 20 hours per week. We ideally require availability of a minimum of 4 hours daily, on weekdays, that can be flexible between the hours of 9am and 4pm to manage customer enquiries and fulfilment operations, with additional hours available during peak trading periods. The candidate will be a highly organised, proactive and detail-oriented individual to support the day to day running of our ecommerce fulfilment, customer service, inventory management and studio operations. This is a hands‑on role requiring strong organisational skills, excellent attention to detail and the ability to multitask across warehouse operations, customer communications and studio preparation. The successful candidate will play a key role in ensuring a seamless customer experience while maintaining efficient operational processes and a well‑organised studio environment.

Responsibilities

• Manage all aspects of Shopify order processing.
• Accurately pick, pack and dispatch customer orders within required timelines.
• Ensure all orders are packed neatly and professionally and shipped accurately.
• Raise and manifest Royal Mail shipments in time for daily collections.
• Manage international order fulfilment, including DHL shipping labels and collection arrangements.
• Accurately pick and pack Faire wholesale orders.
• Accurately pick and pack The FairGround orders.
• Accurately pick, pack and dispatch individual boutique wholesale orders as required.
• Prepare and dispatch PR, gifting and influencer orders as required.

Returns & Inventory Management

• Manage Shopify returns, refunds and exchanges efficiently and accurately.
• Produce and share weekly returns reports with the wider team.
• Maintain accurate Shopify inventory following returns, exchanges and stock deliveries.
• Conduct stock takes as required and investigate discrepancies.
• Manage incoming stock deliveries and organise stock locations efficiently.
• Ensure all stock is clearly labelled, organised and easy to locate.
• Monitor and maintain packaging and operational supplies including tissue paper, postcards, labels, printer ink and stationery.
• Continuously review shipping methods and costs, including DHL and Royal Mail services, and suggest updates for Shopify shipping settings where required.

Customer Service

• Manage customer service enquiries across multiple channels including email and live chat.
• Deliver best‑in‑class customer service in a timely, professional and solution‑focused manner, always going above and beyond for our customers.
• Manage the website live chat function and ensure prompt responses.
• Escalate customer concerns or complaints appropriately and support resolution management.
• Analyse customer feedback and identify recurring trends or areas for operational improvement.
• Manage and respond to website customer reviews (including Judge.me).
• Communicate customer feedback trends to the wider team and collaborate on solutions.
• Support internal communication by forwarding relevant customer queries and assisting with follow‑up actions.

Studio Management

• Maintain a clean, organised and efficient studio, stockroom and packing area at all times.
• Manage sample organisation, storage and maintenance to ensure products are easily accessible and presentation ready.
• Prepare samples and products for photoshoots, PR activity, campaign launches and sample sales.
• Support with photoshoot preparation including steaming, sample tracking and post‑shoot organisation.
• Order and maintain office supplies, packaging materials and operational sundries.
• Maintain internal operational documents and customer order query tracker.
• Attend weekly team meetings and contribute operational updates and insights.

Qualifications

• Previous experience in ecommerce operations, fulfilment, customer service or studio coordination preferred.
• Experience using Shopify and shipping platforms such as Royal Mail Click & Drop, DHL and UPS.
• Excellent organisational skills with strong attention to detail.
• Ability to multitask and prioritise workload in a fast‑paced environment.
• Strong written and verbal communication skills.
• Proactive, reliable and solutions‑focused approach.
• Comfortable working independently as well as collaboratively within a team.
• Experience within fashion, lifestyle or retail brands is desirable.

Personal Attributes

• Highly organised and methodical.
• Positive and proactive attitude.
• Hands on and adaptable, always willing to get stuck in with what is required.
• Strong problem‑solving skills.
• Customer focused mindset.
• Takes pride in maintaining high operational standards.