Customer Success & Product information Coordinator

L : A BRUKET; Les Ulis; Sur place; EUR 30 000 - 50 000; Plein temps

Résumé du poste

A wellness brand in Les Ulis is seeking a Customer Success & Product Information Coordinator to enhance customer experience and manage logistics for e-commerce operations. Candidates should have 2-4 years of experience in a similar role, strong English communication skills, and familiarity with tools like Shopify and Gorgias. This position offers an opportunity to significantly impact customer satisfaction in a dynamic environment.

Qualifications

• 2–4 years of experience in customer service and/or e-commerce operations, ideally in DTC, beauty or lifestyle sectors.
• Strong communication skills in English; Swedish is a strong plus.
• Comfortable coordinating with logistics, CX, and digital teams.
• Experience with tools like Shopify, Gorgias, and ERP / PIM systems.

Responsabilités

• Act as the main point of contact for end customers to ensure a premium experience.
• Manage day-to-day customer care and B2C logistics follow-up.
• Own product information quality on the website and propose improvements.
• Provide tailored product and routine advice aligned with brand positioning.
• Build monthly CX reports and recommend concrete actions.
• Monitor B2C web stock levels and support forecasting.
• Own accuracy of product information in Shopify and ensure synchronisation with ERP.

Description du poste

Customer Success & Product Information Coordinator

Start: Jan 2026

Profile Level: 2–4 years of experience in customer service and/or e-commerce operations, ideally in DTC, beauty or lifestyle sectors. Strong communication skills in English (required); Swedish is a strong plus. Comfortable coordinating with logistics, CX, and digital teams, and working with tools like Shopify, Gorgias, and ERP / PIM systems.

Mission

Act as the main point of contact for our end customers and ensure a premium, seamless experience from order to delivery. You own day‑to‑day customer care, B2C logistics follow‑up (stocks, shipments, incidents), and product information quality on the website. You identify friction points, propose improvements, and help elevate the unboxing and overall customer journey in line with our brand image.

Reports to: Global Digital & E-commerce Director

Key Responsibilities

Customer Service & Experience

• Handle all incoming requests via email (clients, prospects, occasional B2B redirections) through Gorgias
• Manage claims and service recovery in collaboration with Product, Sales Admin, and Logistics teams
• Provide tailored product and routine advice aligned with our brand positioning and guidelines
• Support customers throughout their online journey to reduce friction and increase satisfaction
• Maintain and optimise macros, rules, and automations setups inside Gorgias to improve efficiency
• Build monthly CX reports (type of requests, SLA, CSAT, NPS) and recommend concrete actions

B2C Logistics & Inventory

• Monitor B2C web stock levels and support forecasting in collaboration with logistics and E‑Com teams
• Place and follow transfer orders for WEB stock with the logistics team
• Liaise with carriers (FedEx, UPS, etc.) to track shipments and resolve delivery incidents
• Work with the warehouse and ERP (Business Central) to flag anomalies and secure smooth order integration

Product Information & Shopify Management (PIM)

• Own the accuracy of product information in Shopify (names, INCI, benefits, usage, price, tags, bundles, etc.)
• Ensure proper synchronisation between ERP and Shopify
• Coordinate with marketing and digital teams to keep product pages up to date (launches, reformulations, packaging changes)
• Support the creation and maintenance of product bundles, gifts, and special offers from an operational perspective

Customer Insights & Experience Improvement

• Analyse recurring customer pain points (delivery, payment, navigation, product, etc.) and propose fixes with the e‑commerce team
• Contribute to improving customer service processes and internal documentation (FAQ, scripts, help center content)
• Optimise the unboxing experience through competitive benchmarking and testing of creative solutions (mailers, shippers, samples, inserts, etc.)
• Act as a proactive voice of the customer in internal meetings and projects

About L : A BRUKET

Founded in 2008, L : A BRUKET is a natural wellbeing brand from Sweden.

Its unique concept positioning has already reached a worldwide recognition with retail presence in Sweden and France, as well as an international luxury beauty destination, at key retailers and in luxury hotels. Rooted in the Swedish coastal town of Varberg – known for its 200 years of spa tradition – L : A BRUKET is backed by the French private equity firm Experienced Capital Partners.

Why Join Us

If you are looking for an entrepreneurial adventure, working for a brand that values wellbeing and naturality, in a fast‑growing environment in which your contribution can have a tangible impact, you might be the right fit to join us.

Send your resume to [e-mail] with the subject “CDI – CUSTOMER SUCCESS & PRODUCT INFORMATION COORDINATOR – [YOUR NAME]”.

L : A BRUKET is committed to inclusive hiring by ensuring equal treatment of all applications and giving talent from all backgrounds the same opportunity.