Ecommerce Coordinator

About Schmitt Music:

People make the difference in an outstanding company and we are always looking for exceptional people! Schmitt Music is a well-known, respected, family-owned musical instrument dealer in the Twin Cities and surrounding region. Schmitt Music aims to become our customers' preferred resource for everything they need as they pursue their musical dreams. As we continue to grow our online presence through Schmittmusic.com, we are seeking a motivated and detail-oriented Ecommerce Coordinator to play a vital role in our digital success. Our passion and mission have remained the same for 125 years – Enriching lives by helping people make music!

Position Summary:

Schmitt Music is seeking a detail-oriented and customer-focused eCommerce professional to support our growing online business. This role plays a critical part in delivering exceptional customer experience from purchase through post-delivery, while also supporting internal tools, school programs, and marketing initiatives.

This position serves as a key connection point between customers, fulfillment, marketing, and educational sales teams, ensuring orders are processed smoothly, questions are answered quickly, and continuous improvements are made based on customer feedback.

Duties and Responsibilities include, but are not limited to, the following: 

Customer Service

• Manage all email, chat, and phone inquiries related to online orders
• Communicate order updates, ETAs, and vendor delays clearly and proactively
• Enhance the customer experience through thoughtful touches such as order inserts, small gifts, and personalized notes
•  Partner closely with Fulfillment and Shipping teams to ensure timely and accurate order processing
• Monitor customer feedback and identify trends, escalating recurring issues as needed
• Manage and optimize Gorgias (CRM) across departments

Returns & Post-Purchase Support

• Process returns, issue credits, and handle exchanges.
• Inspect returned products and route them to the correct department.
• Track and report return reasons to help improve processes and reduce friction

Director Portal & Better Than Rent Support

• Collaborate with Educational Representatives to promote and support usage of the Director Portal
• Maintain accurate and up-to-date pricing within the Director Portal
• Manage homepage updates and exclusive content pages
•  Support new initiatives and enhancements within the platform
•  Partner with Operations to maintain accurate Better Than Rent school listings

Marketing Support

• Assist with social media initiatives
• Support live selling setup and promotion
• Handle printing, cutting, and preparation of marketing materials
• Track and manage folder orders for school programs

Preferred Qualifications:

• Bachelor’s degree in Marketing, Business, Ecommerce, Graphic Design, or a related field
• 1-3 years of experience in ecommerce, digital marketing, or a related role.
• Strong understanding of ecommerce platforms, Preferably Shopify.
• Proficiency in basic image editing software (e.g., Adobe Photoshop or similar).
• Excellent written and verbal communication skills.
• Strong attention to detail and accuracy.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.   
• Analytical skills with the ability to interpret data and identify trends.
• Customer-focused with a commitment to providing excellent service.
• Familiarity with online marketing principles and tools (SEO, SEM, email marketing).
• Experience or interest social media a plus.
• A passion for music and an understanding of musical instruments and accessories is a plus.

Schmitt Music is an equal opportunity employer. At Schmitt Music Company, we recognize and appreciate the importance of creating an environment in which all Team Members feel valued, included, and empowered to do their best work and bring great ideas to the company. We recognize that each Team Member’s unique experiences, perspectives, and viewpoints add value to our ability to create and deliver the best musical products and services to our customers.