E-commerce & Operations Coordinator (Pharma/Supplements)

Responsibilities: — Manage customer enquiries across email, live chat, helpdesk, website, and social media channels. — Oversee online order processing, tracking, amendments, cancellations, refunds, returns, and subscription changes. — Coordinate with couriers and third-party logistics (3PL) providers to resolve delivery issues and fulfilment discrepancies. — Monitor customer feedback, identify recurring issues, and prepare monthly customer insights reports. — Manage day-to-day communications across Instagram, Facebook, and TikTok, following established brand guidelines. — Coordinate influencer and UGC creator outreach, applications, product gifting, campaign timelines, and deliveries. — Maintain creator databases, campaign trackers, usage rights, posting schedules, and partnership documentation. — Support PR activities, brand collaborations, and monthly influencer reporting. — Coordinate new wholesale account enquiries, onboarding, and ongoing retailer relationships. — Process wholesale orders, confirmations, and invoicing using Unleashed. — Maintain wholesale pricing, product information, retailer documentation, and promotional materials. — Coordinate with distributors, retail partners, warehouses, and logistics providers to ensure timely order fulfilment. — Support wholesale reporting, sales performance tracking, and retailer re-order activities. — Assist with production scheduling, purchase orders, supplier follow-ups, and import/export logistics. — Monitor stock levels, inventory movements, batch tracking, expiry dates, and warehouse accuracy. — Liaise with manufacturers, suppliers, freight providers, and 3PL partners across New Zealand and Australia. — Track production timelines, warehouse transfers, delivery documentation, and supplier milestones. — Support demand forecasting, inventory reporting, and monthly supply and operations planning. — Coordinate new product development activities, including product documentation, specifications, costing records, and production timelines. — Support product launches, packaging readiness, and operational project administration. — Maintain operational trackers, master data, dashboards, SOPs, and shared documentation. — Assist with business-wide projects, process improvements, system integration, and operational reporting. — Provide regular progress updates and administrative support to the Head of Operations. Requirements: — Minimum 3 years of experience in operations coordination, e-commerce operations, supply chain, or a similar role. — Experience in supplements, nutraceuticals, health and wellness, food and beverage, or FMCG industries is highly desirable. — Hands-on experience with Shopify, including order management, customer service, subscriptions, and e-commerce reporting. — Background in wholesale/B2B operations, account management, order processing, invoicing, and retailer coordination. — Knowledge of inventory management, stock forecasting, purchase orders, supplier coordination, and warehouse fulfilment. — Familiarity with inventory management or ERP systems, particularly Unleashed, is an advantage. — Excellent organisational, analytical, and communication skills, with the ability to manage multiple priorities and work independently. Benefits: — Remote work from New Zealand business hours. The ideal candidate is commercially minded, detail-oriented, resourceful, and comfortable taking ownership of tasks in a fast-paced, growing business. Candidates with experience in growing consumer brands, especially within wellness, supplements, food and beverage, or FMCG industries, are preferred. Versatility to support different functions and take ownership of day-to-day responsibilities is important.