Sun Bum · 13 hours ago
Consumer Engagement & eCommerce Operations Coordinator
Encinitas, CA
Full-time
Onsite
Entry, Mid Level
$30/hr - $39.30/hr
2+ years expSun Bum is a company dedicated to creating products that protect against the sun, with offices located in Cocoa Beach and Encinitas, California. They are seeking a Consumer Engagement & eCommerce Operations Coordinator to deliver exceptional customer service, manage online orders, and enhance the overall customer experience across various channels.
E-CommerceFashionConsumer GoodsHealthcareManufacturingHealth Care
Responsibilities
Deliver best-in-class, above-and-beyond customer service across all channels including email, SMS, live chat, and social touchpoints
Manage and track all orders placed through the DTC website, ensuring customers receive complete and accurate orders in a timely manner
Provide end-to-end online order support, including issue resolution, shipping updates, and direct communication with warehouse and fulfillment partners
Serve as the main point of contact for multiple warehouse locations to resolve order, inventory, and fulfillment-related issues
Assist customers with placing orders, tracking shipments, answering product questions, and making purchasing decisions—making every interaction with Sun Bum the best part of their day
Regularly QA the DTC website and partner with the DTC and eCommerce teams to identify bugs, friction points, and opportunities for improvement
Monitor, analyze, and escalate customer experience trends (repeat issues, shipping challenges, positive or negative sentiment) to the broader DTC team
Own and maintain the DTC CX tracker, ensuring performance against service-level goals and KPIs; report insights and progress to the DTC team on a monthly basis
Work closely with the Merchandising team on product stock visibility, product launches, and the campaign calendar, including sampling programs and key promotions
Support and manage customer-facing programs including loyalty, subscriptions, and promotions (points, rewards, and incentives)
Review, log, and report customer feedback, site issues, and order challenges; collaborate cross-functionally to continuously improve the customer journey
Monitor and respond to product reviews and Q&A on our website and key .com retail partners
Help document, refine, and maintain customer communication guidelines, macros, and tone of voice across all consumer touchpoints
Assist the DTC team with testing and rolling out new technologies, tools, workflows, and CX enhancements
Track, analyze, and report on customer interactions to identify trends and opportunities that improve products, policies, and processes
Educate and inspire customers about Sun Bum products and sun safety while building trust and long-term brand loyalty
Deliver excellent, professional service; sometimes in innovative or unconventional ways—while always staying true to the Sun Bum brand
Maintain a 'whatever-it-takes' mindset with quick, thoughtful follow-up on all customer inquiries and issues
Qualification
Required
2+ years experience providing exceptional customer service required
Proficient computer skills along with Microsoft Word and Excel
Proven exceptional communication skills – both written and verbal
Experience working with eCommerce (Shopify)
Experience in tracking analytics through CRM platform and/or Shopify
CRM experience
Netsuite experience a plus
Preferred
A customer-obsessed mindset with a passion for delivering standout experiences
Ability to work independently in a fun, fast-paced environment
Strong organizational and analytical skills with the ability to prioritize, manage multiple tasks, and hit deadlines
High attention to detail and strong follow-through
Comfortable working cross-functionally with DTC, eCommerce, Merchandising, Operations, and Warehouse teams
Always looking for ways to improve processes, challenge the status quo, and elevate the overall customer experience
Company
Sun Bum
Sun Bum is a cosmetics company providing sunscreen lotion
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2019-06-14Acquired
Leadership Team
Cynthia Herrera
Chief Executive Officer
Meredith Walsh
Chief Financial Officer
Recent News
Cosmetics & Toiletries Magazine
2025-11-15
2025-07-18
Company data provided by crunchbase