Customer Experience Manager

Ecommerce Operations & Customer Experience Coordinator

Company: Schroeder & Tremayne, Inc.

Location: St. Louis, MO

http://www.stproducts.com/

Position Status: Full Time

About Us

We are a fast-growing, Amazon-native CPG brand operating across multiple product categories. We focus on building high-quality products and delivering a best-in-class customer experience that drives repeat purchase, reviews, and long-term brand loyalty.

About the Role

This role sits at the intersection of operations and customer experience. You will manage order-related workflows, support customers across channels, and coordinate product/sample shipments.

This is not a traditional “customer service” role—we are looking for someone who can solve problems, improve processes, and protect the brand experience at scale.

Key Responsibilities:

Customer Experience (CX)

• Respond to customer inquiries across Amazon, email, and other channels
• Resolve issues related to orders, product quality, and delivery
• Proactively identify trends in customer feedback and escalate insights
• Help maintain high seller ratings and protect brand reputation

Order Management & Operations

• Manage order entry and exceptions (missing orders, address issues, replacements)
• Coordinate with internal teams and 3PL partners to resolve fulfillment issues
• Monitor order flow to ensure timely and accurate processing

Sample & Shipment Coordination

• Process and ship product samples for partners, influencers, and internal needs
• Track shipments and ensure timely delivery
• Maintain inventory levels for samples and internal use

Process Improvement

• Identify inefficiencies in CX and operations workflows
• Help build SOPs and improve response templates
• Recommend tools, automations, or workflow improvements

What We’re Looking For

Must-Have

• 1–3+ years experience in ecommerce, Amazon, or CPG operations/support
• Strong attention to detail and organizational skills
• Excellent written communication (clear, concise, brand-appropriate)
• Ability to manage multiple workflows at once
• Problem-solving mindset (not just task execution)

Nice-to-Have

• Experience with Amazon Seller Central
• Familiarity with 3PLs, order management systems, or Shopify
• Experience handling product reviews or customer feedback loops

What Success Looks Like

• Fast, high-quality responses that improve customer satisfaction
• Reduction in repeat issues through better processes
• Smooth order flow with minimal errors or escalations
• Efficient, on-time sample shipments
• Actionable insights surfaced from customer feedback

Benefits:

We offer a competitive benefits package including 401(K) with employer match, medical, vision, dental, life, LTD, FSA, and paid time off. We work in the office Monday through Thursday. Fridays we work remotely.

Schroeder & Tremayne, Inc. is committed to promoting a work environment in which differences are respected, employees are treated fairly, and individual contributions are valued and rewarded. We are proud to be an Equal Opportunity Employer.