CX & Logistics Associate

Here at CS, our customer's experience is at the forefront of everything we do. We're looking for someone to join our team to help us build out processes that keep out beloved customers happy and coming back for more. We're looking for a problem-solver and an impeccable communicator who is excited to join a fast-paced, fast-growing, creative and enthusiastic team and will work out of our Ventura HQ.

Here are the specifics:

About The Team:

The Charlotte Stone team is mighty and fast-growing. You will have the unique opportunity to help build out one of the most important aspects of our business: making sure our shoes arrive safely from our factories and that they land on the feet of our customers with ease & satisfaction.


About The Role:

This role has one hand in logistics + one hand in customer experience, supporting everything from the receipt and management of inventory from our factories to product launches and post-purchase customer interactions. Your role is pivotal in creating a seamless workflow all the way through to order fulfillment and returns. While the regular schedule for this position is typically five days a week (Monday-Friday), this role may include working overtime on a seasonal or on-call basis.


What You'd Do


  • Communicate production calendar status updates between the factory and the Charlotte Stone teams to ensure timely delivery of bulk freight for product launches.
  • Support fulfillment specialist in receiving and inventory deliveries, including performing quality control checks on all incoming freight shipments and comparing order quantities with delivery quantities for accurate inventory.
  • Develop customer-focused fulfillment processes. Identify process bottlenecks and make suggestions for improvement.
  • Communicate regularly with shipping carriers to make sure online and freight orders are being picked up and received in a timely manner.
  • Support in maintaining a safe, clean, and organized fulfillment center.
  • Frequently analyze product levels, sell-throughs and return rates and work with production and marketing teams on adjusting based on these metrics (i.e. size variants with high sell-throughs need to be re-ordered/redistributed, products with high return rates may need increased/improved marketing or site information).
  • Prepare regular reports for the team on production, inventory, and customer experience KPIs.
  • International shipping:
    • Ensure best-practices in international shipping.
    • Prepare export documents as required to support international shipments.
    • Lead the charge in expanding Charlotte Stone’s shipping offerings to extend beyond North America.



  • Take the lead on resolving all shipping issues, including filing claims and liaising between the customer and the carrier.
  • Track shipments as needed and relay findings internally and externally.
  • Returns: Own the Charlotte Stone return process, from A - Z. Including but not limited to:
    • Track, process, and QC returns.
    • Update systems, policies, and software to support growth, as needed.
    • Report out on KPIs and implement data-driven changes in response.
  • Support the Customer Experience Manager in assessing and adjusting staffing to meet the needs of both CX & Fulfillment departments.
  • Support on day-to-day Customer Service requests, as needed.


You'll love this role because you're...

  • First and foremost, a believer in the Charlotte brand and product. You can genuinely advocate for the brand’s mission, vision and values.
  • A self-starter who takes pride in being highly organized, flexible, and meticulous.
  • Eager to build from the ground up and you don't scoff at performing duties outside your primary responsibilities.
  • The definition of a team player; you're curious and always asking yourself "how can we do this even better?"


We're obsessed with you because...

  • You have prior experience in Customer Service and/or Fulfillment and you can't wait to bring your experience to our team.
  • You’ve helped scale systems and processes to support a fast-growing team and business.
  • You’re ridiculously organized and you live for the details and the connections. Google Calendar is your best friend.
  • You’re an excellent communicator—you’re friendly but direct and have patience when communicating with shipping reps and/or suppliers.
  • You are flexible and can roll with the punches.
  • You’re a problem-solver and come up with creative ways to pivot when *@#% happens.  
  • You’re familiar with Shopify and love a good spreadsheet.



  • 1+ years of experience in Customer Experience, Operations, Logistics and/or E-Commerce
  • Excellent computer skills, including proficiency in Excel
  • Highly empathetic and customer-centric
  • Organized and able to tackle multiple projects at once
  • Analytical mindset with a strong ability to compile, analyze, and report data
  • Hard-working and willing to roll up your sleeves! No job is too big or too small for you.
  • You have an entrepreneurial spirit. You thrive in a dynamic, fast-paced, fluid environment. You are comfortable with ambiguity and take initiative.
  • Positive Attitude
  • Eager to work in a growing company
  • Excellent verbal and written communication skills


It'd be a plus for you to have...

  • Working knowledge of Shopify
  • Start-up experience
  • Experience with Zendesk or other similar CRM systems
  • College degree  

If this sounds like you, complete the form below to apply.

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