E-commerce Customer Experience Coordinator

E-commerce Customer Experience Coordinator

Join to apply for the E-commerce Customer Experience Coordinator role at Marimekko

E-commerce Customer Experience Coordinator

Join to apply for the E-commerce Customer Experience Coordinator role at Marimekko

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Marimekko is a Finnish lifestyle design company renowned for its original prints and colors. The company’s product portfolio includes high-quality clothing, bags and accessories as well as home décor items ranging from textiles to tableware. When Marimekko was founded in 1951, its unparalleled printed fabrics gave it a strong and unique identity. In 2024, the company's net sales totaled EUR 183 million and comparable operating profit margin was 17.5 percent. Globally, there are roughly 170 Marimekko stores, and online store serves customers in 39 countries. The key markets are Northern Europe, the Asia-Pacific region and North America. The Group employs about 480 people. The company’s share is quoted on Nasdaq Helsinki Ltd. www.marimekko.com

We are looking for a proactive full-time E-commerce Customer Experience Coordinator to support building Marimekko’s fashion, bags, accessories, and home décor ecommerce business in North America. The ideal candidate is a detail-oriented, highly organized, proactive team player who has a positive attitude towards life and work. The candidate must be able to provide outstanding customer service and provide complete back-end warehouse support to the North American e-commerce team based in New York.

Your main responsibilities

• Serve as the main point of contact for B2C customer inquiries, ensuring timely support across email and phone
• Manage ticketing, analyze inquiry trends, and collaborate with cross-functional teams to improve service
• Oversee e-commerce fulfillment and logistics with 3PL, ensuring smooth operations and SLA compliance
• Handle returns, chargebacks, and support B2C backend efforts

Customer Service

• Act as the primary point of contact for B2C customer inquiries via email and phone, managing all interactions through a ticket-based platform.
• Oversee and optimize the ticketing system, identifying trends in inquiry patterns, streamlining case management, and initiating proactive solutions in collaboration with eCommerce and global teams.
• Lead case resolution processes with a solution-driven mindset; effectively multitask and prioritize cases while meeting SLA targets and resolution timelines.
• Collaborate cross-functionally with internal departments to facilitate timely and effective resolution of customer issues.
• Develop and maintain deep product knowledge, including brand values, product assortment, loyalty programs, and the full omnichannel customer journey, ensuring all customer communication reflects the brand ethos.
• Provide basic technical support and troubleshooting; escalate complex or urgent issues to appropriate teams for resolution.
• Liaise with store teams to ensure product availability and seamless omnichannel experiences for customers.

Backoffice Operations

• Monitor, track, and process online returns, ensuring compliance with defined SLAs.
• Manage and resolve chargebacks and disputes through payment processor portals, maintaining accurate records and timely follow-up.

Logistics Coordination

• Serve as the key liaison with third-party logistics (3PL) partners, overseeing eCommerce order fulfillment to meet service level expectations.
• Manage inbound inventory arrivals and ensure accurate processing within warehouse management systems.
• Maintain stock of necessary warehouse supplies and coordinate replenishment of eCommerce packaging materials.
• Generate and issue Advanced Shipping Notices (ASNs) and transfers as needed for product movement.
• Communicate monthly and quarterly sales forecasts with 3PL partners to ensure alignment with fulfillment capabilities.
• Collect and share quarterly eCom processing time reports from 3PL with the Global Logistics team.
• Schedule and coordinate recurring status and review meetings with 3PL partners to maintain performance standards.
• Process product requests through the 3PL warehouse management system for marketing campaigns or ad-hoc needs.
• Identify and resolve UPC and style number discrepancies in collaboration with Global Product and IT teams.

Qualifications of an ideal candidate

• 1-2 years of experience in customer service and e-commerce operations.
• A passion for product, retail, and delivering exceptional customer experiences.
• Background in fashion, home, or luxury industries preferred
• Highly organized with excellent written and verbal communication skills, comfortable managing time-sensitive deadlines effectively with the local 3PL and different local and global teams.
• Comfortable communicating with customers by both email and phone, delivering clear and supportive assistance in a timely manner.
• Strong interpersonal skills, able to engage with tact, discretion, and professionalism
• Proactive self-starter, eager to learn, who thrives in creative, entrepreneurial settings
• Strong team player with a collaborative mindset and a sense of ownership
• Able to work flexible hours, mindful to accommodate peak seasons: Holidays and Black Friday.
• Proficient in Microsoft Excel, Word, PowerPoint, customer service ticket-based platforms (Freshdesk, Zendesk, etc), and warehouse management system tools.

At Marimekko we encourage people to be themselves and value diversity. We believe in fairness and doing things together, using common sense and finding joy in our work. If you connect with these values and have the right background, we might be able to offer you a unique opportunity to work in an exciting, international environment with one of the most iconic lifestyle brands.

If all this sparks your interest and you feel like you are the one we are looking for, please send your application including your CV and cover letter with salary expectation via our career site at http://company.marimekko.com/careers. We will start the interviews already during the application period so please, let us hear from you as soon as possible but no later than on 25.8.2025

Marimekko's culture and working environment are founded on equality, inclusion and cherishing diversity. Marimekko welcomes and encourages everyone regardless of their national origin, ethnicity, sexual orientation, gender identity, disability, religion or other personal characteristic to apply. Recruitment is always based on business need, and the candidates are evaluated on relevant knowledge, skills and experience as well as motivation. Marimekko is ranked as the 3rd Most Attractive Employer in Finland amongst business professionals according to Universum’s ranking. Marimekko is also the 4th most attractive employer in Finland amongst business students. Read more about the Universum’s ranking on their website.

Seniority level

• Seniority level

Not Applicable

Employment type

• Employment type

Full-time

Job function

• Job function

Sales and Customer Service

• Industries

Retail Apparel and Fashion

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