Customer Experience & Operations Coordinator Maison Louis Marie

Maison Louis Marie

Los Angeles, CA

Maison Louis Marie is seeking a highly organized, detail-oriented Customer Experience & Operations Coordinator to help deliver an exceptional experience for both our customers and retail partners. This role sits at the intersection of customer service, sales operations, and logistics, ensuring customer inquiries are handled thoughtfully, orders are processed accurately, and our internal teams stay organized as we continue to grow.

We are a small, entrepreneurial team where everyone contributes beyond their core responsibilities. We value ownership, curiosity, kindness, and a continuous desire to improve how we work. The ideal candidate is proactive, dependable, highly organized, and enjoys solving problems in a collaborative, fast-paced environment.

·       Manage all direct-to-consumer customer inquiries with professionalism, empathy, accuracy, and timely follow-up.

·       Coordinate replacements, shipping claims, returns, and customer issue resolution in accordance with company policies.

·       Deliver a consistently exceptional customer experience across email and all customer communication channels.

·       Escalate recurring customer concerns, product feedback, and trends to the appropriate internal teams.

·       Identify opportunities to improve the customer experience through better processes and communication.

·       Own the order lifecycle from order receipt through successful delivery, ensuring customers and retail partners receive accurate and timely shipments.

·       Process, review, and monitor wholesale and direct-to-consumer orders while maintaining a high level of accuracy.

·       Coordinate with Sales, Operations, Warehouse, and Finance teams regarding order discrepancies, shipping delays, returns, and special requests.

·       Assist with retailer onboarding, product sample requests, and sales support materials.

·       Provide administrative and operational support to the Sales Operations Manager.

·       Maintain accurate records of orders, shipments, customer communications, and account information.

·       Prepare weekly customer service and order processing reports, identifying trends and opportunities for continuous improvement.

·       Recommend and implement process improvements that increase efficiency, accuracy, and service quality.

·       Assist with cross-functional operational projects as the business continues to grow.

·       Coordinate influencer, PR, and product sample requests by working closely with our warehouse team to ensure timely packing, shipping, and delivery.

·       Support new product launches, promotional campaigns, and other brand initiatives as needed.

·       Assist with additional cross-functional projects that support the continued growth of Maison Louis Marie.

·       2 years of experience in customer service, sales support, order management, retail operations, or a related role.

·       Exceptional written and verbal communication skills.

·       Outstanding organizational skills with strong attention to detail.

·       Ability to manage multiple priorities while maintaining accuracy and follow-through.

·       Naturally proactive, resourceful, and comfortable taking ownership of projects.

·       Strong customer-first mindset with excellent problem-solving skills.

·       Proficiency with Microsoft Office, Shopify, Gorgias, Cin7, and ShipRush. Experience with ERP or CRM systems is a plus.

·       Working knowledge of FedEx, UPS, and DHL shipping platforms, with experience coordinating domestic and international shipments.

·       Customers receive prompt, thoughtful, and professional support.

·       Orders are processed accurately with minimal errors.

·       Retail partners receive proactive and reliable communication.

·       Internal teams can depend on organized, accurate information.

·       Opportunities to improve processes are consistently identified and implemented.

·       You become a trusted operational partner across the business.

·       Compensation: $28–32 per hour, based on experience and qualifications.

·       Comprehensive medical, dental, and vision insurance, with the majority of premiums covered by the company.

·       Paid vacation and company holidays.

·       Employee discount on Maison Louis Marie products.

·       Opportunities for professional growth within a growing independent luxury fragrance brand.

Reports to: Sales Operations Manager

Works closely with: Sales, Operations, Warehouse, Marketing, and Finance teams.