Client Experience and Logistics Coordinator

Job Overview

This role supports end-to-end order execution and post-sale processes across Retail, E-commerce, and Wholesale channels bridging logistics execution and customer experience, ensuring operational efficiency while maintaining the standards expected in a luxury environment.. This role partners with the Logistics Manager to ensure smooth delivery operations, accurate billing, and timely resolution of claims, while also providing responsive and high-quality customer experience support.

Please note that this is a hybrid position requiring three days per week in our New York City office, as well as periodic travel to our warehouse facility in Lawrenceville, NJ 2x a month.

Essential Duties and Responsibilities

• Customer Support (Retail, E-Commerce, Wholesale)
• Serve as primary point of contact for order-related inquiries across all sales channels
• Resolve customer issues related to:
• Order status
• Shipping and delivery
• Returns and exchanges
• Partner with Retail, E-Commerce and Wholesale teams to ensure consistent service experience and communication
• Escalate high-priority or VIP issues appropriately
• Logistics & Operational Support
• Support the Logistics Manager with 3PL and transportation partners
• Process and track claims related to lost, damaged, or delayed shipments
• Coordinate returns and reverse logistics, ensuring timely resolution and inventory visibility
• Assist with freight and vendor billing reconciliation, ensuring accuracy and resolving discrepancies
• Maintain documentation and tracking of logistics issues, claims, and resolutions
• Monitor delivery performance and identify trends impacting service levels
• After-Sales & Service Coordination
• Coordinate after-sales service requests (repairs, replacements, engravings, etc.)
• Partner with retail locations to identify, coordinate, and support after-sales opportunities, ensuring seamless service and customer satisfaction
• Liaise with external vendors and service providers to ensure quality and timely execution
• Process Improvement & Reporting
• Track and report on KPIs including:
• Case resolution time
• Delivery issue rates
• Customer satisfaction (CSAT)
• Identify recurring issues and recommend process improvements
• Document and maintain SOPs for customer operations and logistics workflows

Competencies

• Strong understanding of order-to-delivery processes
• Excellent communication and customer service skills
• High attention to detail with strong problem-solving ability
• Ability to manage multiple priorities in a fast-paced environment
• Proactive, solutions-oriented mindset
• Comfortable working cross-functionally (Logistics, Retail, E-Com, Planning)

Qualifications

• 3–5 years of experience in customer service, after-sales, or logistics coordination
• Experience supporting retail, wholesale, or e-commerce operations preferred
• Proficiency in Microsoft Excel and customer service platforms (e.g., Gorgias or similar)
• Bachelor’s degree in Business, Supply Chain, or related field preferred