E-Commerce Coordinator

AboutSuperOrdinary: AtSuperOrdinary,we'rethe driving force behind the global success of today's most exciting consumer brands. More than an agency,we'rethego-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'reat 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'relooking 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 trustedexpertsbrands 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 accountsremainoperational, organized, andcustomer-ready. The Ecommerce Coordinator willassistwith 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 experienceisstrongly 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. Assistwith ecommerce account audits andidentifyissues that require attention. Maintainaccuratetrackers, documentation, and operational records. Escalate issues and risks to the Ecommerce Manager and Brand team. Customer Experience Monitor andassistwith customer messages across ecommerce platforms. Support customer service teams and VAs with customer escalations. Monitor customer experience issues andidentifyrecurring concerns. Assistwith resolving order-related customer issues in coordination with theappropriate teams. Orders, Returns & Refunds Monitor orders for delays, cancellations, fulfillment issues, and other exceptions. Flag overdue or problematic orders and elevate them to theappropriate teams. Track unresolved customer and order issues through completion. Identifyrecurringorderor fulfillment issues and communicate trends to the Ecommerce Manager. Reviews & Customer Feedback Flag negative or concerning reviews forappropriate 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 Shopaccounthealth, 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 forviolationappeals or rectifications. Monitor marketplace requirements and elevate potential compliance issues. Support regular account audits and performance checks. Integrations & Fulfillment Monitor ecommerce integrations for order, inventory, and product synchronization issues. Assistwith 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 orappropriate internal/externalteam. Reporting & Documentation Maintain ecommerce trackers, reports, and team documentation. Assistwith 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. Assistwith creating and updating SOPs, tutorials, checklists, and training materials. Identifyopportunities to improve existing processes and communicate recommendations to the Ecommerce Manager. HelpensureVAs 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 #J-18808-Ljbffr