Ecommerce Coordinator

Position: eCommerce Coordinator

Position: Remote (Los Angeles Based)

Our Blend

The Coffee Bean & Tea Leaf is one of the world’s largest independent and privately-owned specialty coffee and tea retailers. In 1963 we opened our very first store, and today we have over 1100 cafes in 21 countries, as well as our new Global Headquarters in Singapore.

The Coffee Bean & Tea Leaf is on an inspiring journey to become the world’s coffee and tea brand. We are united by our passion for connecting people through the daily rituals of coffee and tea—viewing every cup as an opportunity to impact someone’s day.

Our Brew Crew is a diverse team of hard-working optimists with a passion for learning about our craft, the people we serve, and the world around us. We offer the tools, the environment, and the support for you to make your unique contribution and grow as a person.

Passion is contagious, and we’ve got a serious case of it.  If you are just as passionate as we are, come join our Brew Crew!

Brew Crew Opportunity

The eCommerce Coordinator, Beyond The Café will work cross-functionally with eCommerce, Marketing, and Guest Services teams to ensure that the website is up-to-date, inventory levels are well managed, and marketing campaigns are smooth and effective.  This position reports to the eCommerce Manager, Beyond The Café.

Key Responsibilities

In this role, you will be responsible for:

Marketing & eCommerce Platform

• Manage the entire CBTL E-Commerce Site/Brand and Digital Channels for Sales growth in coordination with the Marketing team to ensure the brand vision is consistent with the organization.
• Manage website updates based on the marketing calendar and manage/implement website design requests from the marketing team.
• Own and manage email and SMS marketing for eCommerce.  Build e-blasts and broadcasts with direction from the eCommerce Manager and Director of Marketing.
• Work closely with the Marketing and Creative teams to develop coordinated product launches and build out specific eCommerce promotional calendars and e-Tailer customer assets and reviews.
• Recommend and make website improvements, track website updates and bug fixes, and work with the development team to manage the eCommerce tech stack.
• Review and authorize customer reviews and share best reviews with the marketing team.  Identify and respond to any customer service opportunities.
• Identify site optimization opportunities (conversions, site speed, bundles, subscriptions, etc.) and improve the customer site journey, site features, product information, photography, and digital merchandising.
• Support and manage content on all grocery and 3rd party sites (Target.com, Kroger.com, etc.)

Inventory Management

• Coordinate inventory management and place eCommerce inventory orders using our internal order portal.
• Manage backorders and proactively notify customers of any backorders.
• Create and share monthly inventory reports showing trends and making recommendations such as disposal of expired inventory and identifying opportunities for improvement with 3PL.
• Assisting eCommerce Channel Manager on Inventory and Operational matters for Amazon, eBay, indirect resellers, etc.
• Communicate any product quality issues with relevant teams, including Guest Relations, Quality Assurance, and Supply Chain team.

Guest Relations

• Respond to daily eCommerce Guest inquiries, issues, and resolutions (incoming and outgoing phone calls, emails, chats, letters, social networking, etc.).
• Oversee subscriptions and assist customers with subscription changes as needed.
• Take the lead on eCommerce service escalations and more challenging issues.  Escalate revenue-impacting issues with the eCommerce Manager.
• Monitor order payment capture from all payment options and tracking and resolving credit card chargebacks.
• Communicate product quality issues with relevant teams, including Guest Relations, Quality Assurance, 3PL, and Supply Chain teams.

Your Ingredients

• 3+ years of experience in entrepreneurial environments working with eCommerce businesses.
• Shopify platform experience a plus.
• Expertise in building digitally focused marketing campaigns.
• Proficiency in SEO/SEM along with web design.
• Superb time management skills and excellent follow-up skills.
• Experience in coffee and tea preferred.
• Excellent written and verbal communication skills.
• Tech savvy with extensive eCommerce industry knowledge.
• Demonstrates ability to work both independently and as a member of a team.
• Proficiency in Microsoft Suite (Word, Excel, PowerPoint, etc.)

Performance & Rewards

At The Coffee Bean & Tea Leaf, we embrace a high-performance culture that rewards and encourages our values of teamwork, ownership, and respect for one another.

• Benefits: Medical, Dental, Vision, 401K, Pet, Accident, Life, Long-Term & Short-Term Disability
• Discounts on our Coffee and Tea
• Pay Range: $27-$32/hour
• Observed Holidays
• Vacation Pay
• Sick Pay

This is a remote (plus) position: Remote role based in Los Angeles.  Required to be in the Los Angeles office 1-2 per month and as needed (requirement subject to change).

Our 'FROTH’ VALUES

We believe in the fundamental truths that guide us through our daily lives: 

• FRIENDLINESS - We go above and beyond in everything we do. Friendliness and customer-centricity is embedded in our culture.
• RESPECT - We are inclusive and honor each other’s values, opinions and diversity.
• OWNERSHIP - We take ownership and accountability for our individual, team and business results, every day.
• TEAMWORK - As a team, we collaborate, innovate, and leverage our diverse strengths to grow the business.
• HONESTY - We live up to the highest levels of integrity by being truthful and transparent with each other, the business, and ourselves.

At The Coffee Bean & Tea Leaf, we are a global company committed to representing the neighborhoods we serve. We welcome all to apply to our Brew Crew and we value the impact of diversity on our culture and in our work.

International Coffee & Tea, LLC dba The Coffee Bean & Tea Leaf® is fully committed to Equal Employment Opportunity and to attracting, retaining, developing, and promoting the most qualified employees without regard to their race, sex, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, genetics, or any other status protected by state or federal law. The Coffee Bean &Tea Leaf® expressly prohibits any form of employee harassment or discrimination on the basis of any such protected status.