Customer Experience & Operations Coordinator

About the Role Black Bow Gift Co. is seeking a highly organized, proactive, and customer-focused Customer Experience & Operations Coordinator to support customer service, order management, and daily studio operations. This role is ideal for someone who enjoys helping people, communicates confidently, and takes pride in keeping things running smoothly. You'll be a key point of contact for our customers, managing inquiries, coordinating orders, resolving routine issues, and ensuring every gifting experience reflects our high standards. You'll also support the daily flow of our busy studio, assisting with order preparation, shipping, inventory, and other operational activities as needed. While this position does not involve designing or assembling gifts, it combines computer-based administrative work with hands-on studio responsibilities. We're looking for someone who takes initiative, works independently, and thrives in a fast-paced small business where priorities can change quickly. Key ResponsibilitiesCustomer Service & Administration Respond to customer inquiries by email and phone with warmth, professionalism, and efficiency. Assist customers with gift selections, ordering, personalization, shipping, and delivery questions. Manage routine customer requests, order changes, and concerns, escalating issues when appropriate. Monitor incoming Shopify orders, confirming details, instructions, and timelines. Prepare quotes, invoices, gift message cards, shipping labels, and customer communications. Maintain accurate customer records, order information, spreadsheets, and task systems. Proactively follow up on missing information and outstanding requests to keep orders moving. Order Management & Studio Coordination Coordinate daily order priorities to ensure gifts are prepared, quality-checked, packed, and dispatched on schedule. Communicate customer requirements and special instructions clearly to the gifting team. Monitor order progress, identifying potential delays, errors, or missing information early. Review completed gifts for accuracy, presentation, and alignment with customer expectations. Communicate corrections and concerns respectfully while supporting an efficient, collaborative workflow. Shipping, Inventory & Operational Support Pull and stage products for orders and carefully pack completed gifts for shipping or pickup. Prepare shipping documentation and coordinate courier pickups. Receive incoming shipments, restock products, and assist with inventory counts and organization. Maintain a clean, organized, and efficient studio environment. Support other studio activities, administrative projects, Shopify updates, online business activities, and process improvements as required and as capacity allows. Qualifications & Experience Required: Minimum 2 years of experience in customer service, administration, order management, or a similar customer-facing coordination role. Excellent written and verbal communication skills, including professional email correspondence. Strong computer proficiency and confidence learning new software and systems. Exceptional organization, accuracy, and attention to detail. Ability to independently manage competing priorities, solve routine problems, and meet deadlines. A proactive, resourceful approach with strong follow-through and accountability. Positive, professional attitude and willingness to support a small, collaborative team. Reliable attendance, punctuality, and dependable transportation to our Dartmouth studio. Comfort working in a scented studio environment and ability to lift 40–50 lbs. Assets: Shopify or other e-commerce platform experience. Experience with online order processing, shipping, or fulfillment. Inventory management or warehouse experience. Experience supporting operations in a small business. What Success Looks Like You're someone who notices what needs to be done, takes initiative, and follows through without constant direction. You communicate confidently with …

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