Customer Experience Coordinator

Who We Are Thumbprint is a branded merchandise and technology company on a mission to revolutionize the way people interact with branded merchandise. We partner with some of the world’s most recognized brands—blending strategy, creativity, and cutting-edge tech to create experiences that go far beyond “just swag.” We’re not your average promo company. We're a bold, fast-growing team of thinkers, doers, creators, and connectors who want to make branded merch smarter, smoother, and more meaningful. Who You Are As a Customer Experience Coordinator , you will play a critical role in creating the 7 Star Customer Experience Thumbprint sets as its standard. This position requires a blend of operational efficiency, customer support, and project coordination to ensure that customer needs are met with professionalism, we address issues at the root, and proactively communicate with customers on orders as required. You will collaborate closely with Account Management, Technology, and Warehouse teams, and be part of our Online Orders Team as you serve our customers daily. What You'll Do Create a “7 Star Experience" for all customers reaching out via support emails & chats for the Thumbprint e-commerce store fronts. Own client communication points from reach out to delivery. Coordinate proactive customer communication on order delays and changes. Develop thorough understanding of e-commerce platforms [Order My Gear, Four51, and Shopify] Troubleshoot process breaks in e-commerce workflows, leading to poor customer experience. Facilitate correction of break downs in process or technology in e-commerce order work flow by organizing appropriate team members and ensuring completion of corrective actions. Coordinate customer communication needs and execute appropriate communications as tied with pop up stores and e-commerce campaigns. Working alongside Client Strategy, ensure customer services agreements and communication needs are executed efficiently and effectively. Assist Director of Operations in developing customer service strategy for ongoing customer experience excellence. What You Bring Experience: 1-3 years of experience in customer service preferred. Experience in the promotional products, merchandising, or e-commerce industries. Strong organizational and multitasking skills, with the ability to manage multiple projects and priorities simultaneously. Excellent communication and interpersonal skills, with a client-focused mindset is a must. Proficiency in CRM software and Microsoft Office (Excel, Word, etc.). Knowledge of Zoho, Shopify, or Four51 a plus. Attention to detail and a commitment to accuracy in all aspects of work. * We’re currently looking for candidates based in Noblesville, IN* What We Offer Why Join Thumbprint? Work with national brands and fast-growth companies on creative, high-impact campaigns. Be part of a culture that values action, innovation, and people-first leadership. Enjoy competitive pay, real benefits, and room to grow. Join a company that’s using technology and strategy to change the game in branded merchandise. Salary Range: $40k- $50k, based on experience. Benefits: Competitive Paid Time Off Medical Insurance: Optional enrollment available after 30 days of employment 401(k) Retirement Plan: Optional enrollment after 90 days, with company contribution Wellness Reimbursement: Wellness credit available immediately upon hire Recognition & Anniversary Programs: Participate in the Merch Maker Assembly Program and Anniversary Milestone Program Flexible Work Options: Remote or hybrid flexibility based on role and team needs Be the Customer Program: Eligibility to participate after 90 days of employment #INDBG