What are the responsibilities and job description for the E-Commerce/Customer Service Coordinator position at Big Loud Records?
Title: E-Commerce/Customer Service Coordinator
Location: On-site in our Nashville, TN Music Row Office M-TH, Work from home on Fridays
Our merchandise team plays a critical role in bringing our artists’ brands to life. We manage artist merchandise, Shopify stores, and fulfillment to deliver the best experience possible for fans. We’re currently looking for a rockstar E-Commerce / Customer Service Coordinator to join the team and provide top-notch support to our fans and be accountable for the success of multiple Shopify stores across our roster of artists and brands. We have an urgent need to hire, so we would love someone that can start right away.
In this role, you'll oversee day-to-day e-commerce and customer service operations for our artist merchandise stores. You'll be the frontline for fan inquiries, ensuring all interactions are met with warmth, efficiency, and a problem-solving mindset. You'll also work closely with our warehouse and shipping partners to resolve order issues quickly and effectively.
What You’ll Do:
- Manage all incoming customer service emails and inquiries across our artist merchandise stores.
- Respond quickly and proactively to customers, providing clear updates while working to resolve issues.
- Deliver overly friendly and professional customer service at all times—whether addressing an order delay, tracking issue, or damaged product.
- Work directly with our warehouse and shipping partners to troubleshoot and resolve order fulfillment challenges.
- Maintain detailed records of customer interactions and resolutions to help improve processes.
- Keep an eye on common issues and flag trends to the merch team for process improvements.
- Assist in customer-facing updates regarding store policies, shipping timelines, and FAQs.
- Oversee e-commerce inventory and facilitate returns/exchanges.
- Manage product set-ups including metadata, images, tags, categories and SEO copy.
- Other e-commerce related tasks as assigned.
About you:
- A Stellar Communicator – You thrive on communication and can handle high-touch customer interactions with warmth and clarity. Timely, proactive, and frequent updates are a must.
- Patient & Compassionate – Fans can be passionate (and sometimes demanding!), so you’ll need to navigate situations with grace, understanding, and a solutions-oriented mindset.
- Super Organized – You’ll be managing customer service across multiple stores, keeping track of inquiries, orders, and resolutions. Attention to detail is key.
- Problem-Solver – When an issue arises, you take ownership and work diligently with internal and external teams to find a resolution.
- Merch & E-commerce Experience (Preferred) – If you have experience in Shopify, order fulfillment, or e-commerce customer service, that’s a big plus!
Why Join Us?
- Work with a passionate team that values creativity and fan engagement.
- Be part of a fast-paced, artist-focused merchandise operation.
- Gain hands-on experience in the music and merchandise industry.
- Opportunity to make a real impact in improving customer experiences.
- Comprehensive Medical, Dental and Vision Benefit Plans with HSA/FSA options
- Pet Insurance, 401k match, Generous Time off, Paid Parental Leave & More.
- A fun, fast-paced culture with the opportunity to grow