Ecommerce Customer Service Coordinator

About the role

The IRONMAN Group is a global sports organization dedicated to inspiring people to unlock their greatest potential through sport. This role supports our online customers across email, chat, and phone, focusing on resolving order-related inquiries, improving processes, and delivering a consistent, premium online experience.

Responsibilities

• Respond to customer inquiries via email, chat, and/or phone regarding orders, products, promotions, and account support.
• Troubleshoot and resolve delivery issues, address changes, missing/incorrect items, damaged product claims, and payment questions.
• Escalate complex cases appropriately and ensure timely follow-through and customer updates until closure.
• Initiate and coordinate returns/exchanges, ensuring compliance with policy and accurate documentation.
• Work with Warehouse/Fulfillment and carriers to research return shipments, restocks, and refund timelines.
• Process or coordinate refunds, credits, and reshipments according to established procedures and service standards.
• Create, update, and maintain cases/tickets in the customer service platform/CRM, ensuring complete, accurate notes and disposition codes.
• Support basic troubleshooting for ecommerce orders (e.g., order edits, cancellations where allowed, address validation, and status updates).
• Identify recurring issues and document examples to support process improvements and platform enhancements.
• Collaborate with Ecommerce, Marketing, and Fulfillment teams to resolve customer-impacting issues and prevent repeat defects.
• Help maintain customer-facing templates, macros, and knowledge base content to ensure consistent communication.
• Track and report common customer pain points, product feedback, and website/checkout issues.
• Meet or exceed service-level goals for responsiveness, resolution time, and customer satisfaction.
• Follow customer service policies, privacy guidelines, and escalation procedures; support basic fraud/chargeback documentation as needed.
• Participate in training and calibration to maintain quality standards and product/process knowledge.

Qualifications

• 2+ years of customer service experience, preferably in ecommerce, retail, or a contact center environment.
• Experience supporting order lifecycle issues including shipping/tracking, returns, refunds, and exchanges.
• Proficiency with customer service/ticketing systems and ecommerce platforms (e.g., CRM, OMS) and strong Microsoft Office/Google Workspace skills.
• Excellent written and verbal communication skills with a proven ability to handle sensitive situations with professionalism and empathy.
• Strong attention to detail, organizational skills, and ability to manage multiple cases while meeting deadlines and SLAs.
• Problem-solving mindset and ability to collaborate cross-functionally with Ecommerce, Fulfillment, and Finance teams.
• Ability to work a flexible schedule during peak periods and maintain consistent performance in a fast-paced environment.