Customer Service & Logistics Coordinator

About Spoonie Threads 

At Spoonie Threads, we create adaptive clothing and accessories designed for people with medical needs—including chronic illnesses, disabilities, and medical devices. Founded by a pediatric surgeon and a fashion designer, we believe you shouldn’t have to choose between comfort and confidence. Every product is tested by members of our community and thoughtfully designed to offer dignity, comfort, and a little joy in your daily routine. 

Job Summary 

Our small team is seeking an ambitious and driven individual who is passionate about inclusive design and exceptional customer service! This position requires direct communication (phone, email, chat) with customers regarding product questions, order issues, and returns/exchanges. It also requires daily monitoring of inventory management systems, multiple online sales channels, shipping platforms, and our third-party logistics (3PL) warehouse. 

This job is a HYBRID role, requiring some time in our office in Southern California. The role starts at 20–25 hours per week with the potential to grow as our business expands. 

As our processes evolve, flexibility, a good attitude, and the ability to “roll with the punches” are key! Applicants with personal knowledge of or experience with a disability, chronic illness, or long-term use of medical devices are strongly encouraged to apply. 

Hours 

• 20–25 hours/week 
• Most work will be completed during business hours between 9 AM–5 PM, Monday through Friday 
• 2-5 hours per week may be required outside of business hours for urgent customer service issues 
• Exact hours are flexible within 9 AM–5 PM, but we prefer a set schedule of days/hours 

Main Responsibilities 

• Manage end-to-end logistics for order fulfillment, including oversight of shipping, delivery, and compliance requirements. 
• Provide friendly, efficient, and solution-oriented customer service consistent with brand identity. 
• Liaise and work closely with the 3PL to ensure timely movement of orders; ensure all shipments are executed in strict alignment with company shipping policies and service standards. 
• Oversee all returns and exchanges, including generating return shipping labels, reviewing returned products, and coordinating product restocks back to the 3PL. 
• Maintain and ensure accuracy of product listing data across digital platforms, marketplaces, and sales & inventory management systems. 
• Maintain systems to ensure accuracy of historical order records by customer and supplier. 
• Identify and proactively communicate potential obstacles related to inventory levels, delivery schedules, pricing, compliance, and quality. 
• Monitor, analyze, and report on logistics and customer service activities; prepare and deliver relevant reports to the COO. 
• Assist the COO with other tasks related to logistics, operations, and product management. 
• Represent the company in external and internal meetings; foster productive relationships with vendors, partners, and customers. 
• Execute responsibilities according to lawful, ethical, and brand-aligned standards. 

Required Qualifications 

• 2–3 years’ experience in e-commerce and/or retail customer service and order management. 
• Hands-on experience with one or more e-commerce platforms: Amazon (FBM and FBA), Shopify, Etsy, Walmart.com. Experience with Cin7 (or similar ERP/OMS) strongly preferred. 
• Proficiency with Microsoft 365 tools, including SharePoint, Outlook, Teams, Excel, and Word. 
• Working knowledge of shipping processes and carrier platforms, including ShipStation, USPS, UPS, and FedEx. 
• Demonstrated experience collaborating with 3PL partners to manage inventory flow and ensure on-time, policy-compliant order fulfillment. 
• Strong work ethic with a willingness to learn, take ownership, and hold yourself accountable for mistakes. 
• Highly detail-oriented, organized, and able to manage multiple projects independently. 
• Ability to follow precise directions and complete tasks with minimal oversight after training. 
• Strong communication skills with the ability to provide efficient, empathetic, brand-consistent customer service. 
• Flexible and proactive—comfortable “jumping in” to help with cross-functional or miscellaneous tasks as needed. 
• Must be legally authorized to work in the U.S. without visa sponsorship. 

Preferred Qualifications 

• 4–5 years of progressive experience in customer service, logistics, or supply chain roles within e-commerce, retail, or apparel industries. 
• Prior experience managing 3PL relationships, including negotiating service levels, resolving escalations, and monitoring performance metrics. 
• Strong analytical skills with ability to create and interpret reports on logistics KPIs, customer service trends, and inventory health. 
• Familiarity with ERP/OMS platforms (Cin7 Core, NetSuite, TradeGecko, etc.) and advanced proficiency with Excel (pivot tables, VLOOKUP, data analysis). 
• Knowledge of compliance requirements related to shipping, tariffs, or product labeling within the apparel sector. 
• Experience working across multiple sales channels (direct-to-consumer, marketplaces, wholesale) with a strong understanding of channel-specific fulfillment rules. 
• Demonstrated ability to develop SOPs and improve workflows for customer service and logistics operations. 
• Strong interpersonal and communication skills; able to collaborate with cross-functional teams including operations, product development, and marketing. 
• Background in adaptive apparel, fashion, or consumer goods industries a plus. 

Compensation & Benefits 

• Salary: $25 per hour 
• PTO and paid holidays provided 
• Health benefits available for full-time employees (30 hours/week)