eCommerce Operations Coordinator

eCommerce Operations Coordinator

Location: Kent, Washington

Company: Bluerock Tools — BluerockTools.com

Reports to: VP of Marketing & Sales

About Us

Bluerock Tools is a growing power tool brand focused on providing durable, high-performance tools for professionals. We sell directly through our website DTC and major online marketplaces like Amazon, eBay and Walmart. Our team is small, nimble, and dedicated to great customer experiences and product reliability.

Position Overview

We’re looking for a Customer Support & Operations Coordinator to work closely with our VP of Marketing & Sales in supporting day-to-day business operations. This role is ideal for a proactive, detail-oriented individual who enjoys balancing customer service with operational support in a small business environment.

You’ll be the first line of communication for customer inquiries — handling emails, live chats, and phone calls — while also assisting with online order management, returns, refunds, and fulfillment coordination. Beyond customer interactions, you’ll help keep our sales channels organized, update product listings, process shipping claims, and occasionally support warehouse operations when needed.

This position requires excellent written communication skills, strong organization, and the ability to follow through on multiple priorities with minimal supervision. The ideal candidate thrives in a fast-paced setting and takes ownership of ensuring smooth, accurate, and positive customer experiences every day.

Responsibilities

• Monitor and respond to customer inquiries via email, live chat, and phone.
• Review incoming orders and verify details for accuracy.
• Process refunds, exchanges, and return labels.
• Track and follow up on open orders, replacements, or warranty claims.
• Follow up post-sale customer issues and seller/product reviews.
• Coordinate with shipping and fulfillment partners to resolve delivery issues.
• Identify recurring issues and communicate them to the VP of Marketing & Sales.
• Support administrative tasks — such as updating product listings, shipping claims.
• Occasionally back up and assist Warehouse Manager with order picking/packing as needed.

Qualifications

• 2+ years of customer service or e-commerce operations experience (Amazon, BigCommerce, or similar platforms essential).
• Excellent written and verbal communication skills.
• Highly organized ,detail-oriented, reliable and accountable for results.
• Comfortable working independently and managing multiple priorities.
• Familiarity with order management, returns, and online store workflows preferred.
• Familiarity with Excel CSV files

Preferred Skills

• Experience with ShipStation, BigCommerce, Amazon Seller Central, Amazon FBA, eBay, Walmart or similar systems.
• Accurate bookkeeping using small business software such as Quickbooks and Excel.
• Understanding of online sales workflows and customer support best practices.
• Ability to draft professional, empathetic customer responses.
• Desire to investigate and solve systemic issues and work flow inefficiencies.

Work Environment

• Full-time, Casual Office Environment
• Flexible hours — must be available during U.S. business hours for email and chat coverage.
• Remote work possible after training with daily check-ins with the VP of Marketing & Sales.

Compensation $45,000-$65,000

Competitive hourly rate or salary depending on experience. Opportunities for growth as the company expands. Benefits available.

Job Type: Full-time

Base Pay: $45,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• What was the approximate annual ecommerce revenue volume you directly managed?
• Have you directly managed Amazon PPC campaigns and TACoS targets?
• What ecommerce platforms have you worked with?
• Have you been directly responsible for managing inventory or forecasting for ecommerce products?
• Do you have experience with physical product businesses?
• Have you worked in a smaller entrepreneurial company environment before?

Experience:

• hands-on Amazon Seller Central: 1 year (Required)

Work Location: In person