Customer Experience and Operations Associate

We are looking for a Customer Experience and Operations Associate to join our team at Homethings (Upgrade to see actual info). Homethings is a fast growing e-commerce brand that sells refillable and sustainable everyday household cleaning products.

As a CX and Operations Associate, you will be responsible for managing inbound customer service queries and operational logistics to ensure a seamless experience for our customers, suppliers and partners. This role is essential in keeping our customers happy and operations running smoothly. You will be supporting our COO with supply chain management, logistics coordination. You will be responsible for customer happiness and day to day operations helping to drive efficiency and cost savings as well as enhancing service quality and repeat revenue.

What You’ll Be Responsible For ?

Customer Experience & Support
- Handle all inbound customer service queries and tickets via Gorgias ensuring that our 24 hr response time SLA is met.
- Respond to customer FAQs and queries via Meta (Facebook, Instagram, etc.).
- Troubleshoot order issues, delivery concerns, and product inquiries liaising with our warehouse to solve issues in a timely manner.
- Provide timely updates to customers on their order status and resolutions.
- Collaborate with fulfilment teams to resolve customer complaints efficiently.
- Support and improve customer service processes to enhance overall experience.

Operations & Logistics
- Act as a point of contact for suppliers, fulfillment partners, and logistics providers.
- Process inbound and outbound orders accurately, ensuring timely delivery.
- Place purchase orders and coordinate with suppliers for stock replenishment.
- Book and manage transport for shipments, tracking deliveries to ensure smooth fulfillment.
- Chase invoices and ensure timely processing of payments.

What We’re Looking For ?

- 1-3 years of experience in customer service, operations, or logistics (preferably in e-commerce).
- Strong problem-solving and communication skills to handle customer inquiries with professionalism, enthusiasm and efficiency.
- Experience with Gorgias or similar CX ticketing platforms is a plus.
- Proficiency in using tools like Google Sheets and Slack.
- Detail-oriented with strong organizational and multitasking skills.
- Ability to work independently.
- Experience in handling purchase orders, invoices, and supply chain processes.
- Familiarity with e-commerce fulfillment processes, retail logistics, and order tracking.
- Someone who is keen to learn and progress in their career. Goal and output oriented who wants to work in a fast paced environment with the opportunity to extend responsibilities.

Why Join Us? ????

- Work with a dynamic, fast-growing e-commerce brand.
- Be part of a team that values innovation, efficiency, and customer-first approaches.
- Opportunity to grow and gain expertise in both customer experience and operations.
- Competitive salary.
- Fully remote role with flexible working hours.

To apply, please send your CV and an accompanying short video clip introducing yourself and explaining why you are interested in the role and what makes you a strong candidate.