E-Commerce & Customer Experience Coordinator

(Full-time | Ventura, CA — In-Person Role in studio /warehouse. Must have reliable transportation.)

About RAT BOI

RAT BOI is a slow-fashion label based in California, founded with a mission to create high-quality, intentional basics made ethically in small batches. Every style is designed with care, rooted in community, and produced responsibly in Los Angeles. We’re a small, creative team that values authenticity, collaboration, and thoughtful growth. We’re looking for someone who is self-motivated, takes ownership of their work, and thrives in a collaborative environment. The right person is a great communicator, takes initiative to improve systems and processes, and approaches challenges with a solutions-oriented mindset.

About the Role

We’re seeking a results-driven E-Commerce & Customer Experience Coordinator to join our team at RAT BOI. In this role, you’ll play a key part in managing and enhancing both our online and wholesale shopping experiences. You’ll coordinate e-commerce activities, optimize the customer journey, and ensure a seamless, engaging experience across all digital platforms.

As our E-Commerce & Customer Experience Coordinator, you’ll take ownership of our Shopify storefront, oversee customer service operations, and support wholesale logistics. You’ll work collaboratively with our small team to drive online sales, improve customer satisfaction and returns processes, and maintain backend systems. We’re looking for someone who is both detail-oriented and adaptable - someone who takes initiative, brings positive energy to challenges, and thrives in a collaborative, creative environment.

 

Essential Duties and Responsibilities

The essential functions include, but are not limited to, the following:

 

Customer Service & Experience

• Handle customer inquiries, including questions about products, orders, and returns.

• Complete return handling and processing, ensuring refunds align with policy and quality standards.

• Monitor and identify potentially fraudulent orders, taking action to mitigate risks.

• Facilitate local pickup orders by preparing packages and coordinating with customers to ensure smooth pickup.

• Manage VIP orders and stylist pulls, ensuring accurate and timely fulfillment of special requests.

• Track customer feedback and satisfaction levels, identifying trends and opportunities for improvement.

• Demonstrate sound judgment in all customer interactions, balancing service quality with cost awareness.

• Support pop-ups and influencer events (~20% of role), assisting with setup, breakdown, customer interactions, and sales.

• Coordinate customer UGC. Log and organize non our internal drive.

E-Commerce (Shopify & Marketplaces)

• Manage product listings, pricing, and inventory accuracy on Shopify.

• Collaborate with the shipping and marketing teams to optimize customer support during launches and promotions.

• Troubleshoot and coordinate resolutions with platform partners (Route, Mirakl, Loop, etc.).

• Manage marketplace assortments on platforms like Faire and Mirakl for Urban Outfitters Marketplace.

• Perform data entry, to track inventory and samples including maintaining the VIP Gifting/Stylist Pull spreadsheet and Return Damage Log.

 Wholesale Operations

• Manage wholesale inquiries and orders, including creating invoices and addressing buyer inquiries.

• Maintain relationships with wholesale partners ensuring smooth communication throughout the order process.

• Collaborate with production and warehouse teams to confirm product availability and shipping timelines.

• Handle listings, line sheets, and invoices for wholesale accounts (Faire, Mirakl, Revolve).

• Research potential new stockists and monitor market trends to support growth opportunities.

 Cross-Functional Support

• Collaborate with Ashley (Production/Warehouse) and Alexa (Creative/Direction) to support launch readiness and backend organization.

• Generate barcodes, SKUs, and ensure product data integrity across systems.

• Develop and refine procedures for efficiently managing customer inquiries, returns, wholesale orders, and VIP requests.

• Assist with return stocking, administrative tasks, and other operational support as needed.

 Qualifications

• 2+ years of experience in e-commerce, operations, or customer service.

• Strong familiarity with Shopify, Faire, Mirakl, Gorgias, asana, excel, redo, canva, and Google Sheets.

• Excellent written and verbal communication skills.

• Strong attention to detail and organizational skills.

• Experience developing SOPs and scalable workflows that support growth

• Solution-oriented with the ability to problem-solve quickly and adapt with limited guidance.

• Excellent organizational and leadership skills with the ability to manage multiple moving parts and deadlines within the bigger picture.

• Self-motivated and accountable, with the ability to own systems and projects from start to finish.

• Tech-savvy, adaptable, and eager to learn and improve new systems.

• A positive, solutions-oriented mindset and ability to multitask in a small, fast-paced environment

• Comfortable working in person in our Ventura studio and assisting with local events or pop-ups.

Compensation & Benefits

• Salary based on experience

• Health insurance

• 401(k)

• Paid vacation

• Creative, collaborative small team where your contributions have a direct impact

• Exposure to all aspects of a growing fashion brand

• A mission-driven company that values community, craftsmanship, and intentional growth

 

Interested?

We hope so! If you think you're a great match for this position, please email your resume and cover letter to info@ratboi.com with the subject line "E-commerce and Customer Experience Coordinator"

HIRING PRACTICES: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT: RAT BOI is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment that is free of unlawful harassment, discrimination, or retaliation based on the following protected classes: age (40 and over), race (including traits associated with race, which include, but are not limited to, hair texture and protective hairstyles such as braids, locs, and twists), color, religion, religious creed (including religious dress and grooming practices), national origin, ancestry, citizenship, physical or mental disability, medical condition (including cancer and genetic characteristics), genetic information, marital status, reproductive health decision-making, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender (including gender identity and gender expression), sexual orientation, veteran and/or military status, protected medical leaves (requesting or approved for leave under the Family and Medical Leave Act or the California Family Rights Act), domestic violence victim status, political affiliation, off-duty and off-premises use of cannabis, or any other status protected by federal, state, or local laws. The Agency is dedicated to the fulfillment of this policy in regard to all aspects of employment, including, but not limited to, recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.