Fulfillment & Customer Service Coordinator

Fulfillment & Customer Service Coordinator Kula, HI 96790 $26

• $30 an hour
• Full-time $26
• $30 an hour
• Full-time Fulfillment & Customer Service Coordinator We are looking for a detail-oriented, systems-minded individual to own and improve day-to-day operations across fulfillment and customer service.

This is a hands-on, on-site role. You'll own the physical operations of our fulfillment space — keeping it organized, efficient, and running smoothly every day — while also serving as the front line for our customer experience communication. This role is a great fit for someone who takes pride in maintaining a tidy, well-run space, cares about the customer on the other end of every shipment, and finds satisfaction in the operational work that keeps a small yet fast growing business running smoothly behind the scenes. Bluesmiths | Lower Kula (near fire station), Hawaii Full-time | On-site (Early start is an option) About Bluesmiths Bluesmiths is a Maui-based performance apparel brand inspired by the ocean. We design & develop technical apparel for athletes and everyday use, sold globally through our e-commerce store. We are a small, fast-growing team focused on industry-leading quality, operational excellence, and customer experience. Core Responsibilities This is a high-ownership operations role responsible for running the daily engine of the business: Order Fulfilment (Shopify, SkuLabs, ShipStation) Customer Service (Gorgias, Loop Returns) You will ensure operations run smoothly, accurately and efficiently every day. Fulfillment & Shipping Run daily order fulfillment — from picking and packing to carrier handoff and delivery confirmation Pick, pack, and ship all outgoing orders accurately and on time Manage daily order queues and ensure fulfillment timelines are consistently met Own relationships with shipping carriers and vendors Negotiate rates, resolve service issues, and evaluate options as the business grows Maintain shipping software and carrier accounts (labels, rate shopping, tracking) Troubleshoot fulfillment issues and implement solutions to prevent recurrence Ensure actual carrier billing matches expected billing, making claims and adjusting processes to improve pricing and efficiency.

Process returns and exchanges end-to-end:

receive, inspect, repack & restock or disposition, and close out the order in the system Warehouse Space & Inventory Management Own the physical layout of the fulfillment space — organize and maintain product storage for optimal pick-and-pack flow and efficiency Develop and maintain a logical, clearly labeled product location system so anyone can find and pull product quickly. Ensure shelves are restocked at end of day for efficient picking & packing Keep the space clean, safe, and operationally ready at all times Identify and flag layout or workflow issues that slow down fulfillment; propose and implement improvements Manage and order all packaging supplies (boxes, mailers, tape, inserts, etc.) so the line never goes dry and packing compromises are not needed Maintain SKU organization, bin and inventory locations Receive and put away incoming inventory; verify against delivery notes and flag discrepancies Maintain accurate inventory counts and reconcile discrepancies as needed Alert the buying/planning team to low-stock situations and flag damaged or unsellable product Customer Service Respond to customer inquiries across email (funneled through Gorgias) and social platforms in a timely and professional manner Answer product questions, order status, sizing, fabric details, and general brand questions Resolve complaints, order issues, and refund or exchange requests with ownership and accuracy Maintain a high standard of tone, responsiveness, and brand alignment Identify recurring issues or complaint patterns to track and report on customer satisfaction trends; escalate recurring issues

• and proposed solutions
• to leadership Maintain and improve FAQs, macros, and canned responses to increase support efficiency General operations support — as time allows Pitch in on ad hoc projects as business needs shift — this is a small team, and flexibility and a willingness to roll up your sleeves goes a long way.

This could include:

Assist with garment prep for photo shoots and brand productions — steaming, organizing, and pulling product to spec Support Apparel Development Team (e.g. garment testing, research, sample shipping) & Marketing Team (getting apparel to team athletes etc). Run local errands in support of day-to-day business needs (supply runs, drop-offs, post office, etc) Support vendor coordination tasks such as tracking invoices, following up on outstanding items, and flagging discrepancies to the appropriate team member Qualifications Preferred Experience 1-2 years in fulfillment, shipping, warehouse, or operations role Customer service experience, preferably in e-commerce Hands-on experience with relevant/similar software (Shopify, ShipStation, Skulabs, Gorgias, Loop Returns) Interest in apparel and ocean sports Skills & Traits Comfortable working on your feet for extended periods, moving throughout the workspace, and handling the physical aspects of the role including packing boxes, organizing inventory, steaming and repacking returns, and managing shipments Must have a car and clean driving license Must be able to lift 40lb boxes You live on Maui, have anchors in the local community and have positive job references Strong written communication — clear, warm, and professional Proficient with Microsoft Office tools (Word+Excel) and Google Sheets & Docs Comfortable using computers, basic systems & mobile applications Highly organized and detail-oriented, with the ability to manage multiple workflows simultaneously Take pride in a job done right. Consistency and ownership matter enormously in this role. Take initiative in a fast-moving environment, flexible and willing to wear many hats Calm under pressure; able to prioritize when volume spikes Compensation & StructureFirst 90 Days $26

• 30/hour DOE 40 hours/week on-site 8am Start (Option to start earlier) Overtime paid when applicable.

Healthcare after 4 weeks. After 90 Days (Based on Performance) Transition to salary-based compensation Access to performance-based bonus structure for achieving KPIs Expanded responsibilities aligned with Operations Manager track Additional Benefits Paid time off Product allowance Opportunity to grow into a leadership role Growth Opportunity For the right person, this role will expand beyond day-to-day fulfilment into broader operational management responsibility, improving system & processes: Proactively identify bottlenecks, redundancies, and gaps across operational areas (fulfillment, CX, and inventory workflows) Analyze operational performance and recommend data-driven improvements Design, document, and implement SOPs that bring consistency and scalability Research and implement tools or integrations that increase operational efficiency Build dashboards or reporting systems to track KPIs across fulfillment, CX, and inventory Present process improvement proposals to leadership This is an opportunity to grow into a central operational role within the company.

In Summary:

This role is ideal for someone who enjoys creating order from complexity, takes pride in operational excellence, and wants to become an important part of a growing Maui-based brand. To Apply Please send your resume and a cover letter explaining why you are right for this role. Please include the word "Maui" in your application.

Please note:

We require references. This job requires a background check.

Pay:

$26.00

• $30.

00 per hour

Benefits:

Health insurance Paid time off Application Question(s): Do you have a car and are you able to reliably commute for this job ? Have you worked with apparel before? Do you have experience in a fulfillment, shipping, warehouse or operations role? Do you have any customer service experience, preferably in e-commerce? Do you live on Maui currently?

Work Location:

In person