Rhythm USA
Irvine, California
Full time
Salary: $65,000 – $70,000 per year
About Us
Rhythm, a contemporary surf brand founded in Burleigh Heads, Australia, surfaced in 2003. With a vision of evolving the modern wardrobe, Rhythm designs garments specifically curated for individuals who embrace and embody the coastal lifestyle. With a global presence in over 1000 retail stores, we kindle a journey of exploration for customers, guiding them to discover the latest cultural trends and their wardrobe needs. As they tune into our channels, they effortlessly immerse themselves in inspirational style and authentic storytelling.
Who are we looking for?
We are on the lookout for a dynamic and detail-oriented Ecom Customer Experience & Operations Coordinator to join our fast-growing team. Based at our Irvine office in California, we are looking for someone who embodies our company motto, "The Sound of Change."
This role sits at the intersection of customer experience and eCommerce operations. Alongside delivering exceptional customer support, you’ll also support day-to-day backend operations. Working across Shopify, Cin7 and our 3PL partners to ensure a seamless end-to-end customer journey.
If you're passionate about customer experience, have a strong interest in eCommerce, and enjoy problem-solving across systems and processes, this could be the role for you.
Key responsibilities:
- Managing daily customer inquiries and providing timely resolutions across email, live chat and phone
- Using Shopify and Gorgias to manage customer orders, returns, exchanges and general support queries
- Supporting day-to-day eCommerce operations, including updating and amending orders in line with customer requests (e.g. address changes, cancellations, reships)
- Assisting with backend order management across Shopify Plus and Cin7, ensuring accuracy of transactions and data
- Liaising with our 3PL partners to coordinate order updates, investigate delivery issues, and ensure smooth fulfilment
- Reviewing and maintaining Cin7 daily to ensure Sales Orders and Credit Notes are accurately processed, closed off, and aligned with fulfilment activity
- Supporting end-of-month procedures by ensuring transactional data in Cin7 is up to date and meets accounting requirements
- Investigating and resolving discrepancies between Shopify, Cin7 and 3PL data (e.g. order status, stock movements, returns)
- Collaborating with internal teams to resolve more complex issues and improve overall customer experience
- Maintaining a high level of product knowledge to provide accurate information and solutions
- Identifying opportunities to improve processes and contributing to ongoing system and workflow enhancements
Key requirements:
- Previous experience in a customer service role, ideally within eCommerce
- Experience with Shopify (Shopify Plus highly regarded) and/or Gorgias
- Exposure to ERP systems (e.g. Cin7) or working with 3PL/warehouse partners is advantageous
- Strong attention to detail, particularly when managing orders and system updates
- Confident working across multiple systems and tools
- Excellent written and verbal communication skills
- A proactive, solutions-focused mindset with the ability to multitask in a fast-paced environment
- A positive, customer-first attitude with a willingness to learn and adapt
Why Join Us?
- Play a key role in a dynamic, growing company
- Be part of a team that’s passionate about delivering a market-leading customer experience
- Gain hands-on experience across both customer experience and eCommerce operations
