E-Commerce Coordinator

Job Description

Job Description

About SuperOrdinary: 

At SuperOrdinary, we're the driving force behind the global success of today's most exciting consumer brands. More than an agency, we'rethe go-to growth partner for brands looking to win in social commerce, connecting industry leaders like Disney, H&M, Laneige, Touchland, Glow Recipe, and Peter Thomas Roth with creators and consumers around the world. Our team of e-commerce, creator, and social commerce experts helps brands build influence, accelerate sales, and create meaningful consumer connections across the world's fastest-growing marketplaces. 

We're at the forefront of the social commerce revolution, pioneering growth on TikTok Shop and other emerging platforms where content, community, and commerce come together. The playbook is constantly evolving, and so are we. We thrive in an environment where experimentation, speed, and continuous learning are essential to staying ahead. 

We're looking for people who are naturally curious, solutions-oriented, and energized by solving complex challenges. The best teammates here have a hustle mentality, embrace change, and are always looking for better ways to build, test, and scale. We set a high bar for ourselves and for our partners, earning our reputation as the trusted experts brands rely on to navigate an ever-changing landscape and deliver exceptional results. 

Ecommerce Coordinator 

Role Overview 

The Ecommerce Coordinator supports the Ecommerce Manager and Brand Success team in the day-to-day management and execution of ecommerce operations across platforms such as TikTok Shop and Amazon. 

This role is focused on ensuring ecommerce accounts remain operational, organized, and customer-ready. The Ecommerce Coordinator will assist with order monitoring, customer experience, account health, integrations, reviews, fulfillment issues, and reporting while escalating more complex issues to the Ecommerce Manager. 

The ideal candidate is highly organized, detail-oriented, proactive, and comfortable managing multiple tasks across ecommerce platforms. TikTok Shop and FBT experience is strongly preferred, while Amazon Seller Central and FBA experience are a plus. This is a hands-on role that requires someone who is comfortable wearing multiple hats and supporting the team wherever needed. 

Key Responsibilities 

Ecommerce Operations 

• Support day-to-day ecommerce operations across TikTok Shop and Shopify. 

• Monitor storefronts, product listings, inventory, pricing, promotions, and account settings for accuracy. 

• Assist with ecommerce account audits and identify issues that require attention. 

• Maintain accurate trackers, documentation, and operational records. 

• Escalate issues and risks to the Ecommerce Manager and Brand team. 

Customer Experience 

• Monitor and assist with customer messages across ecommerce platforms. 

• Support customer service teams and VAs with customer escalations. 

• Monitor customer experience issues and identify recurring concerns. 

• Assist with resolving order-related customer issues in coordination with the appropriate teams. 

Orders, Returns & Refunds 

• Monitor orders for delays, cancellations, fulfillment issues, and other exceptions. 

• Flag overdue or problematic orders and escalate them to the appropriate teams. 

• Track unresolved customer and order issues through completion. 

• Identify recurring order or fulfillment issues and communicate trends to the Ecommerce Manager. 

Reviews & Customer Feedback 

• Flag negative or concerning reviews for appropriate follow-up. 

• Track recurring product, fulfillment, or customer experience feedback. 

• Escalate potential product or account issues to the Ecommerce Manager and Brand Success team. 

Account Health & Shop Performance 

• Monitor TikTok Shop account health, shop violations, warnings, and other platform notifications. 

• Monitor Seller Performance Score (SPS) and flag changes or areas of concern. 

• Assist with gathering information and documentation needed for violation appeals or rectifications. 

• Monitor marketplace requirements and escalate potential compliance issues. 

• Support regular account audits and performance checks. 

Integrations & Fulfillment 

• Monitor ecommerce integrations for order, inventory, and product synchronization issues. 

• Assist with troubleshooting Shopify, TikTok Shop, Amazon, FBA, FBT, and other ecommerce integrations. 

• Monitor fulfillment-related issues, including inventory discrepancies, shipment delays, tracking issues, and inbound problems. 

• Escalate technical or fulfillment issues to the Ecommerce Manager or appropriate internal/external team. 

Reporting & Documentation 

• Maintain ecommerce trackers, reports, and team documentation. 

• Assist with weekly and monthly reporting as needed. 

• Gather data related to orders, customer service, reviews, violations, SPS, fulfillment, and account performance. 

• Keep account information and action items organized and up to date. 

• Help document recurring issues and solutions. 

SOPs & Process Support 

• Follow established SOPs and workflows for ecommerce operations. 

• Assist with creating and updating SOPs, tutorials, checklists, and training materials. 

• Identify opportunities to improve existing processes and communicate recommendations to the Ecommerce Manager. 

• Help ensure VAs and support teams are following established processes correctly. 

Team & Cross-Functional Support 

• Work under the direction of the Ecommerce Manager and in partnership with the Brand Success team. 

• Support Brand Success Managers with ecommerce-related tasks and follow-ups. 

• Coordinate with Customer Service, Operations, Logistics, Fulfillment, and other internal teams as needed. 

• Complete assigned tasks and follow up on outstanding action items. 

• Be willing to support different areas of the ecommerce operation based on business needs. 

Qualifications 

• 1-3+ years of experience in ecommerce, marketplace operations, customer service, digital commerce, or a related field. 

• TikTok Shop/Seller Center experience strongly preferred. 

• Amazon Seller Central and FBA experience is a plus. 

• Experience with FBT or other third-party fulfillment programs is a plus. 

• Experience with ecommerce customer service, order management, returns, refunds, or reviews preferred. 

• Comfortable working with spreadsheets, trackers, and ecommerce platforms. 

• Strong attention to detail and organizational skills. 

• Strong written and verbal communication skills. 

• Able to identify issues and escalate them appropriately. 

• Comfortable learning new platforms, tools, and processes. 

• Able to manage multiple priorities and deadlines. 

• Proactive, dependable, and willing to take ownership of assigned tasks. 

• Comfortable working in a fast-paced environment and wearing multiple hats. 

What We're Looking For 

We are looking for someone who can be the day-to-day operational support for the Ecommerce Manager and Brand Success team. 

The Ecommerce Coordinator does not need to be the primary decision-maker for the ecommerce accounts. Instead, they should be able to monitor, execute, identify, document, and escalate effectively. 

A successful Ecommerce Coordinator will be someone who notices that an order is overdue, an integration is not syncing, SPS has dropped, a shop violation has appeared, a customer issue is unresolved, or negative reviews are increasing—and knows how to either resolve the issue using an existing process or escalate it to the right person. 

The role is ideal for someone looking to build a strong foundation in TikTok Shop, Amazon, ecommerce operations, customer experience, fulfillment, and marketplace management while working closely with an Ecommerce Manager and Brand Success team. 

What We Offer: 

• Career Growth: Join a rapidly growing business with significant opportunities for career advancement and professional development. 

• Competitive Compensation: Earn a competitive base salary (depending on experience and skill set), plus eligibility for a performance-based annual bonus 

• Time Off & Flexibility: Take advantage of Flexible PTO, paid holidays, and paid sick leave to support a healthy work-life balance 

• Retirement Benefits: Plan for the future with a 401(k) retirement savings program 

• Comprehensive Healthcare: Access competitive medical, dental, and vision insurance for you and your family. 

• Hybrid Work Schedule: Enjoy a collaborative 4-day in-office schedule (West Hollywood, CA) with 1 remote workday each week. 

• Team Perks: Stay fueled with weekly catered team lunches plus a meal stipend provided twice per week. 

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