Client Experience and Logistics Coordinator
Baccarat, Inc.•Lawrence Township, NJ
•$31 - $34
About The Position
This role supports end-to-end order execution and post-sale processes across Retail, E-commerce, and Wholesale channels bridging logistics execution and customer experience, ensuring operational efficiency while maintaining the standards expected in a luxury environment. This role partners with the Logistics Manager to ensure smooth delivery operations, accurate billing, and timely resolution of claims, while also providing responsive and high-quality customer experience support.
Requirements
- 3–5 years of experience in customer service, after-sales, or logistics coordination
- Proficiency in Microsoft Excel and customer service platforms (e.g., Gorgias or similar)
Nice To Haves
- Experience supporting retail, wholesale, or e-commerce operations preferred
- Bachelor’s degree in Business, Supply Chain, or related field preferred
Responsibilities
- Serve as primary point of contact for order-related inquiries across all sales channels
- Resolve customer issues related to order status, shipping and delivery, and returns and exchanges
- Partner with Retail, E-Commerce and Wholesale teams to ensure consistent service experience and communication
- Escalate high-priority or VIP issues appropriately
- Support the Logistics Manager with 3PL and transportation partners
- Process and track claims related to lost, damaged, or delayed shipments
- Coordinate returns and reverse logistics, ensuring timely resolution and inventory visibility
- Assist with freight and vendor billing reconciliation, ensuring accuracy and resolving discrepancies
- Maintain documentation and tracking of logistics issues, claims, and resolutions
- Monitor delivery performance and identify trends impacting service levels
- Coordinate after-sales service requests (repairs, replacements, engravings, etc.)
- Partner with retail locations to identify, coordinate, and support after-sales opportunities, ensuring seamless service and customer satisfaction
- Liaise with external vendors and service providers to ensure quality and timely execution
- Track and report on KPIs including case resolution time, delivery issue rates, and customer satisfaction (CSAT)
- Identify recurring issues and recommend process improvements
- Document and maintain SOPs for customer operations and logistics workflows
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
