Customer Service & Order Processing Coordinator

Mel & Rose is a well-established luxury retailer specializing in fine wines, premium spirits, gourmet foods, elegant gift baskets and personalized corporate gifting. We proudly serve individual customers, luxury brands, entertainment companies and corporate clients nationwide for the past 34 years. We are looking for an experienced, highly organized and detail-oriented Customer Service & Order Processing Coordinator to join our team. The ideal candidate is professional, dependable, proactive and comfortable managing multiple responsibilities in a fast-paced environment. We are looking for someone who takes pride in their work, pays close attention to details and genuinely enjoys providing exceptional customer service. Key Responsibilities Customer Service & Communication Answer incoming calls and respond to customer emails promptly and professionally. Assist customers with product inquiries, purchases, gift orders and special requests. Provide exceptional service to individual, corporate and luxury clients. Follow up on customer requests, order confirmations and delivery updates. Handle customer concerns and resolve issues professionally. Order Processing & Fulfillment Accurately process online, phone, email and corporate orders. Verify order details, product availability, shipping addresses, gift messages and special instructions. Coordinate with our warehouse, gift-wrapping, engraving and shipping teams. Track orders from placement through delivery and ensure deadlines are met. Coordinate FedEx, local courier and other shipping arrangements. Assist with large corporate gifting projects involving multiple recipients and delivery locations. Prepare invoices, order confirmations and related documentation. Administrative & Daily Operations Maintain accurate customer records and order information. Organize daily emails, follow-ups and priorities. Assist with inventory inquiries and product availability. Support management with daily administrative and operational tasks. Communicate effectively with team members to ensure orders are completed correctly and on time. Qualifications Minimum 2 years of experience in customer service, order processing, administrative support or a related field preferred. Excellent written and verbal English communication skills. Strong computer skills, including Microsoft Office, email and online ordering systems. Exceptional attention to detail and organizational skills. Ability to multitask, prioritize responsibilities and meet deadlines. Professional and friendly communication style. Strong problem-solving skills and ability to work independently. Reliable, punctual and able to take initiative. Comfortable working in a busy, customer-focused environment. Preferred Experience E-commerce, POS or inventory management systems. FedEx, UPS and shipping procedures. High-volume order processing and corporate accounts. Celerant or similar retail management software. Knowledge of wines, spirits and specialty foods is a plus but not required. Who We’re Looking For We are looking for someone who takes ownership of their responsibilities and understands the importance of getting things right the first time. You should be someone who notices the little details, follows through without constant reminders, stays organized under pressure and treats every customer with care and professionalism. Our business involves important celebrations, personalized gifts, corporate relationships and time-sensitive deliveries. Accuracy, reliability and excellent communication are essential All new employees will complete a 90 day introductory period during which performance, attendance, reliability, attention to detail and overall job suitability will be evaluated. Pay: $20.50 - $24.00 per hour Expected hours: 40.0 – 50.0 per week Benefits: Health insurance On-the-job training Work Location: In person

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