Customer Experience Coordinator

Mary Square – Customer Experience Coordinator

Location: Apex, NC

Department: Customer Experience

Reports to: VP of Logistics

About Mary Square

Mary Square is a women-owned lifestyle and apparel brand inspiring women to live their yes. We offer apparel, statement jewelry, and meaningful gifts designed to uplift and connect. With bold original artwork and a passion for quality, we proudly serve over 4,000 boutiques across the U.S. 

About the Position

This role will primarily support our growing e-commerce business while also providing flexible support for wholesale customer service as business needs require. The ideal candidate is highly organized, detail-oriented, solutions-driven, and enjoys helping customers through multiple channels. This position serves as an important brand ambassador, ensuring every interaction reflects the warmth, positivity, and hospitality that define the Mary Square brand.

Key Responsibilities

• Serve as the primary point of contact for direct-to-consumer customer inquiries via email, chat, phone, and review platforms.
• Resolve customer questions regarding orders, shipping, returns, exchanges, products, promotions, and website functionality.
• Monitor and manage customer service tickets to ensure timely and accurate responses.
• Process returns, exchanges, refunds, and replacement orders.
• Proactively identify opportunities to enhance the customer journey and improve customer satisfaction.
• Partner with the warehouse and operations teams to resolve fulfillment, shipping, and inventory-related issues.
• Assist with customer outreach regarding order updates, backorders, and shipping delays.
• Monitor customer feedback and reviews, escalating trends and concerns to leadership.
• Maintain knowledge of product collections, launches, promotions, and seasonal campaigns.
• Support loyalty, retention, and customer engagement initiatives.
• Collaborate with Marketing, Sales, Operations, and Product teams to ensure a seamless customer experience.
• Identify recurring customer issues and recommend process improvements.
• Assist with special projects related to customer experience, retention, and operational efficiencies.
• Assist wholesale customers with order status inquiries, product availability, shipping updates, and account questions.
• Support order entry, order modifications, and account maintenance within company systems.
• Coordinate with the sales team to ensure customer needs are addressed promptly and accurately.
• Help resolve wholesale fulfillment issues and communicate solutions to customers and sales representatives.
• Assist with wholesale market preparation, order follow-up, and post-show customer communication as needed.
• Support additional administrative and customer-focused initiatives as needed.

Qualifications

• 2 years of customer service, customer experience, e-commerce support, retail, or related experience preferred.
• Excellent written and verbal communication skills.
• Strong problem-solving skills with a customer-first mindset.
• Highly organized with exceptional attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Positive attitude and willingness to adapt to changing business needs.
• Comfortable learning and navigating multiple software platforms.
• Experience with Shopify, CRM systems, Gorgias, HubSpot, or similar customer service platforms is a plus.
• Experience supporting wholesale customers or B2B accounts is a plus.