$5 Flat Rate Shipping | Free Shipping Over $50
Login/Account Shop Subscriptions Education About

E-Commerce Fulfillment & Customer Support Coordinator

Position Title

E-Commerce Fulfillment & Customer Support Coordinator

Viroqua, WI

About Wonderstate Coffee

Since 2005, Wonderstate Coffee has worked to forge lasting, equitable partnerships with small-scale farmers. We work directly with growers and coffee cooperatives to ensure high standards for quality, sustainability and farmer compensation. Based in southwest Wisconsin’s beautiful Driftless region, Wonderstate Coffee seeks new team members who share in our mission and values and are eager to join our growing, entrepreneurial-spirited, family-friendly work environment.

Position Overview

The E-Commerce Customer Support & Fulfillment Coordinator is responsible for ensuring that all online Wonderstate customers have an exceptional experience from the moment they place their order to when they open their package. Primary job responsibilities include packing web orders, providing customer support, and interacting with our web platform. Working closely with the marketing team, the E-Commerce Coordinator contributes insights and perspectives that help inform strategic development for our web business channel.  This position reports to the Director of Operations and is tasked with effective cross-departmental communication with the Marketing and Fulfillment Departments as part of the web business unit. 

Core Responsibilities

  • Process incoming web orders and subscriptions and place coffee orders with the fulfillment team according to fulfillment order deadlines;
  • Fulfill and ship web orders accurately and in accordance with our presentation standards and shipping deadlines;
  • Provide timely, attentive, competent, and kind customer service with a spirit of gratitude to all web customers via the hello@ inbox, telephone, and social media platforms;
  • Analyze performance of e-commerce business unit, providing monthly reports on sales, customer engagement,  promotional strategies, subscriptions, and shipping rates;
  • Maintain accurate product information and ensure consistency across all e-commerce platforms and internal company databases;
  • Monitor shipping costs, manage shipping integrations, and maintain carrier relationships;
  • Monitor inventory of merch, gear, and fulfillment supplies and coordinate with the Administrative Assistant to ensure consistent supply;
  • Identify areas for e-commerce program or policy improvements, drawing insight from sales,  customer interactions, and fulfillment realities;
  • Collaborate with Marketing Department to improve Wonderstate's DTC experience;
  • Research options for DTC packaging and materials (sustainability, design), products, and programs as directed;
  • Assist the Fulfillment Team as needed;
  • Contribute social media content to the Marketing Department as directed;
  • Other tasks as assigned

Required Skills

  • Excellent written and verbal communication skills
  • time management and organizational skills;
  • Ability to work with a high level of accuracy and attention to detail;
  • Ability to provide timely, attentive,  competent and kind customer service with a spirit of gratitude;
  • Ability to diligently follow established protocols, systems, and procedures;
  • Ability to develop and maintain new protocols, systems, and procedures;
  • Comfort and aptitude for learning software and digital platforms;
  • Proficiency in Shopify, Wordpress and Microsoft Excel a plus;
  • Strong systems thinker with excellent troubleshooting skills;
  • Willingness to learn, to take responsibility for mistakes and learn from them,  and to be part of a high functioning team;
  • Ability to accept feedback, self-reflect, and and provide constructive feedback to team members

Physical Requirements

  • Ability to work at a fast pace, on your feet, at a high physical exertion for extended periods of time
  •  Ability to lift and move boxes of 50# repeatedly from the floor, getting up and down off of the floor repeatedly
  • Ability to work on a computer for extended periods of time

    Scheduling Requirements

    • This position offers some schedule flexibility within the constraints of our order processing and shipping deadlines. 
    • Some tasks, such as monitoring emails, require work on Fridays and Sundays
    • There will be a periodic need of monitoring and/or troubleshooting the website outside of normal business hours.

    To apply, please send a resume to jobs@wonderstate.com with the name of the position for which you are applying in the subject line.

    Wonderstate is an equal opportunity employer. We celebrate diversity and are committed to  creating an inclusive environment for all employees. All qualified applicants will receive  consideration for employment without regard to race, color, religion, gender, gender identity or  expression, sexual orientation, national origin, genetics, disability, age, or veteran status.