Ecommerce Order Processing and Customer Service Coordinator

Job Description

Job Description

Ecommerce Order Processing and Customer Service Coordinator

Location: Corona, CA
Department: Operations

Salary Range:

• Order Processing Specialist: $22.00 – $24.00 per hour
• Medical, dental, vision benefits
• Paid holidays, vacation, and sick time
• 401(k) retirement plan with company matching

WHO WE ARE  

PicassoTiles is a global leader in the magnetic building block toy industry, driven by a passion for open-ended play and limitless creativity. What began as a vision has grown into a thriving international brand dedicated to inspiring the next generation of innovators. Our toys spark imagination, encourage hands-on learning, and empower children to build freely—without the need for instructions.

At PicassoTiles, we are committed to continuous growth by embracing cutting-edge technology and fostering a culture of collaboration. Creativity, innovation, and improvement are at the core of everything we do. Our teams thrive in an environment built on respect, teamwork, and a shared passion for making a meaningful impact on children's play and learning experiences.

Position Summary

The E-Commerce Order Processing & Customer Service Coordinator is responsible for supporting daily order management operations while delivering exceptional customer service across multiple e-commerce platforms and marketplace channels. This role serves as a key liaison between customers, warehouse operations, fulfillment teams, carriers, and internal departments to ensure accurate order creation, order processing, timely shipment coordination, issue resolution, and a high level of customer satisfaction.

The ideal candidate is detail-oriented, highly organized, technology-savvy, and capable of managing multiple priorities in a fast-paced e-commerce environment.

Essential Duties and Responsibilities

Order Processing & Operations Responsibilities

• Accurately process incoming orders from multiple e-commerce platforms such as Amazon, Shopify, Walmart, and other sales channels.
• Coordinate with warehouse, fulfillment, and shipping teams to ensure timely and accurate domestic and international order shipments.
• Process daily orders utilizing spreadsheets, ERP systems, and internal software, ensuring accurate data entry and record maintenance.
• Sort and print packing slips and shipping labels for fulfillment and Amazon FBA inventory replenishment orders using NetSuite and related systems.
• Track shipments and monitor fulfillment activities to ensure delivery timelines are met.
• Collaborate with the wholesale team to create, validate, process, and manage required documentation for wholesale orders.
• Prepare shipping labels, shipping documentation, and related paperwork necessary for order processing and carrier compliance.
• Review and interpret routing guide requirements from e-commerce customers and marketplaces, communicating requirements clearly to warehouse personnel to ensure compliance with packing and shipping standards.
• Schedule carrier pickups and assist in developing and maintaining carrier relationships.
• Manage Return Merchandise Authorizations (RMAs), including coordinating returns, replacements, credits, and warehouse communication.
• Maintain organized records and reports related to orders, inventory, shipping activity, and customer transactions.
• Support cross-functional operational and process improvement projects related to shipping, fulfillment, and customer experience.
• Assist in identifying operational risks and recommending process improvements to support efficiency and service goals.
• Communicate project updates and operational status information to management and relevant departments.

Customer Service Responsibilities

• Manage and respond promptly to customer inquiries by providing detailed, accurate, and professional responses with the goal of resolving issues efficiently and minimizing unnecessary email exchanges.
• Resolve customer service requests from beginning to end, including order issues, returns, replacements, shipment concerns, and product-related inquiries while ensuring a high level of customer satisfaction throughout the process.
• Document all customer interactions, transactions, issues, and resolutions accurately using Google and NetSuite and other required systems.
• Manage incoming customer inquiries from e-commerce marketplace channels and messaging portals utilizing chat and email platforms.
• Thoroughly learn company products and utilize company websites and resources to provide knowledgeable and accurate support to customers.
• Process and manage incoming product returns/recalls in accordance with company policies and marketplace terms and conditions.
• Inspect and test products for customer replacements and prepare shipping documentation and packaging according to company procedures.
• Address and resolve order discrepancies, shipping issues, and customer concerns promptly and professionally.
• Exercise empathy, professionalism, patience, and courtesy in all customer interactions.
• Participate in continuous improvement initiatives to enhance customer satisfaction and operational efficiency.
• Perform other related duties as assigned.

Qualifications

Education

• High school diploma or GED required.
• Associate’s or Bachelor’s degree in Business Administration, Supply Chain Management, or related field preferred.

Experience

• Minimum of 1–2 years of customer service experience, preferably within an online or e-commerce environment.
• Minimum of 2 years of experience in order processing, logistics coordination, or e-commerce operations preferred.
• Experience with international shipping, RMAs, Amazon FBA shipments, or wholesale order processing is a plus.
• Experience using ERP systems such as Oracle NetSuite preferred.

Required Skills and Competencies

• Strong written and verbal communication skills with the ability to communicate professionally and effectively, especially through email and chat platforms.
• Excellent customer service and relationship-building skills with a service-oriented mindset.
• Strong attention to detail and accuracy in data entry and order processing.
• Ability to manage multiple priorities, tasks, and deadlines in a fast-paced high pressure environment.
• Strong analytical thinking and problem-solving abilities.
• Ability to exercise patience, empathy, professionalism, and sound judgment when interacting with customers and team members.
• Strong organizational and time management skills with demonstrated dependability.
• Proficiency in Google Workspace and Microsoft Office applications, including intermediate Microsoft Excel skills.
• Ability to quickly learn new systems, procedures, and product information.
• Ability to follow written and verbal instructions, policies, procedures, and routing guidelines accurately.
• Strong collaboration skills with the ability to work effectively across departments and adapt communication styles as needed.
• Must be a flexible and positive team player with a willingness to support operational needs.
• Must be trustworthy and able to own accountability of their work.

Physical and Work Environment Requirements

• This position involves prolonged periods of sitting, working on a computer, and walking /working in the warehouse where the air is non-controlled.
• Frequent use of vision, hand/finger dexterity, and repetitive computer tasks is required.
• Requires an intelligent level of thinking and problem solving.
• Occasional lifting, packaging, or handling of products may be required in support of returns or replacement processing.

PicassoTiles is a global leader in the magnetic building block toy industry, driven by a passion for open-ended play and limitless creativity. What began as a vision has grown into a thriving international brand dedicated to inspiring the next generation of innovators. Our toys spark imagination, encourage hands-on learning, and empower children to build freely—without the need for instructions.

Company Description

PicassoTiles is a global leader in the magnetic building block toy industry, driven by a passion for open-ended play and limitless creativity. What began as a vision has grown into a thriving international brand dedicated to inspiring the next generation of innovators. Our toys spark imagination, encourage hands-on learning, and empower children to build freely—without the need for instructions.