Customer Experience and Fulfillment Specialist – E-Commerce

About Antique Rose Emporium For over 40 years, Antique Rose Emporium has been a nationally recognized pioneer in growing and selling own-root roses. Based in Brenham, Texas, our gardens, retail center, and e-commerce division serve customers nationwide with high-quality roses, plants, and gardening products. We are passionate about preserving the beauty of heirloom roses while creating an inspiring customer experience both in-person and online. Our e-commerce team plays a vital role in delivering plants safely and accurately, ensuring every customer receives the same care and attention as if they visited our gardens. Job Overview We are seeking a Customer Experience Specialist to join our e-commerce department. This role blends customer service, order management, and technical skills to create an outstanding customer journey from purchase through delivery. The ideal candidate is comfortable working with ERP software (NetSuite), Shopify, and specialty printers, while also bringing a passion for helping customers, solving problems, and ensuring accuracy in order fulfillment. This is a hands-on role where attention to detail, technology proficiency, and communication skills are equally important. Seasonal flexibility is essential as order volumes increase during peak planting times. Responsibilities Customer Service & Sales Support Provide exceptional service by phone, email, and chat, ensuring a positive and professional experience. Educate customers about products, including rose varieties, features, benefits, and care instructions. Assist with product selection and online ordering; resolve payment, navigation, and account issues. Handle customer complaints with empathy and issue replacements, credits, or escalations when needed. Order & Inventory Management Process and manage customer orders through Shopify and NetSuite ERP. Prepare order documentation using specialty printers and ensure accuracy in shipping labels. Ship hardgoods (tools, garden products, and non-plant items) as a primary responsibility, ensuring timely and accurate delivery. Monitor inventory, reconcile discrepancies, and ensure high-demand products remain available. Coordinate with shipping carriers to troubleshoot delivery issues and guarantee timely arrival of plants. Conduct order accuracy checks and quality assurance before fulfillment. Complete agriculture permits and related shipping documentation in a timely and accurate manner to ensure compliance with state and federal regulations. Technology & Reporting Maintain customer records in CRM systems and leverage data for loyalty programs and promotions. Use auto replies, chatbots, and workflow tools to streamline customer communications. Generate sales reports and analyze product performance to support business decisions. Research and recommend tools or applications to improve efficiency and customer experience. Team Collaboration & Growth Work closely with the sales, fulfillment, and growing teams to ensure smooth operations. Collect customer feedback and share insights with management for process improvement. Participate in training sessions on new products, systems, and service techniques. Adapt during peak seasonal demand to ensure timely fulfillment and excellent service. Qualifications Experience Previous experience in customer service and/or e-commerce required. Experience with ERP order management (NetSuite preferred) and inventory systems a plus. Familiarity with Shopify or similar platforms strongly preferred. Skills Excellent communication and problem-solving skills. High attention to detail and ability to multitask in a fast-paced environment. Proficiency in computers, Shopify, NetSuite ERP, CRM systems, and specialty printers. Ability to work collaboratively across departments and adapt to seasonal demand. Knowledge Interest in gardening, roses, or botanical products is a plus but not required. Understanding of shipping processes and live plant logistics preferred. Why Join Us? Be part of a team at a nationally recognized rose nursery and garden destination. Opportunity to grow skills in e-commerce, customer experience, and horticulture. Work in a collaborative, mission-driven environment where customer satisfaction and product excellence are valued. How to Apply Please submit your resume and a brief cover letter highlighting your customer service and e-commerce experience. Applications will be reviewed on a rolling basis until the position is filled.