Operations Coordinator - B2B Sales & Fulfillment, Customer Experience, Listings & Systems

About Lux & Nyx
Lux & Nyx designs architectural handbags for professional women who refuse to choose between style and function. Featured in Forbes, Refinery29, NPR, and Marie Claire. We sell across Shopify DTC, Amazon, Nordstrom, and Macy’s, and through a corporate gifting channel served by promotional-products distributors. Remote-first team led by founder Lisa Hu. We move fast. We build systems that compound. We hire people who can think and ship.
The role
You’ll own our corporate gifting business from the first email to the day the order lands. Nearly every inquiry comes from a promotional-products distributor who is pitching Lux & Nyx to their client. You answer them the same day, send quotes they can trust, and follow every open quote until it becomes a yes or a no. When it becomes a yes, you plan the order backward from the date it has to arrive: artwork, decoration, kitting, cartons, labels, and shipping, with every party lined up in time. You’ll also look after our direct-to-consumer customers, keep our marketplace listings and systems current, and take on new system updates as the business grows.
This role is half conversation and half precision. You need to be warm and confident with a buyer, and you need to refuse to send anything when a number doesn’t add up. The most valuable thing you do is tell a distributor exactly what it takes to hit their date, before anyone promises it.
What you’ll own
Inquiries & quotes: answer distributor and corporate inquiries the same business day. Quote price, minimums, colorways, decoration options, and lead times accurately, and check stock and the timeline before you commit to any date.
Quote follow-up: keep every open quote in our pipeline tracker with a next step and the client’s event date. Quotes often stay open for months, so you check in with each distributor on a steady cadence and time your follow-ups to their client’s deadline, so nothing goes quiet without a decision.
Order entry & confirmation: when a quote becomes an order, re-check stock, pricing, and timing before you confirm. Log every PO clean, and make sure the PO, the quote, and the confirmation all match before anything goes out.
Backward planning: for every dated order, build the timeline back from the in-hand date: when art must be approved, when the designer and decorator must start, when the warehouse kits and ships. Then make sure each person gets what they need on time.
Pack-out & shipping: work out cartons and shipping labels from our pack-out spec (a partial carton is still a carton), confirm counts with the warehouse before labels are made, and run a final check before anything ships. If a number isn’t on file, you go get it. You never estimate it.
DTC customer experience: answer customer emails and messages from our own site and social within 24 hours, warmly and in our brand voice: order questions, product questions, and warranty and return requests, handled by our policies and followed through to resolution.
Marketplace & catalog listings: manage our product listings on Amazon, Nordstrom, and our Mirakl-based retailer marketplaces, plus B2B supplier catalogs (such as ESP, SAGE, and distributor and rewards platforms). That means day-to-day product data entry and updates (images, pricing, specs) whenever a product, price, or color changes, checked against our master sheet and followed through until each listing is live and correct. Larger batch uploads are handled with a marketplace specialist.
Systems, updates & SOPs: keep one source of truth for quotes, orders, and product data, take on other system and data updates across our platforms as they come up, and write down every step so the process never lives in one person’s head.
AI & tooling (evolving): use AI to speed up drafting and repetitive steps where it helps, and help shape what’s worth automating.
Not part of this role: Amazon and retail-marketplace customer service (another teammate owns that), and cold outbound prospecting (our founder and sales consultant own that).
What we’re looking for
You stop rather than send. If a price, date, or count doesn’t reconcile, nothing goes out until it does. That’s the #1 thing.
You plan backward from the deadline. Give you an in-hand date and you can tell us the date every step has to start, and who needs to hear about it first.
3+ years in B2B order management: promotional products, corporate gifting, wholesale, or similar, with orders that run for weeks across several outside parties (vendors, decorators, warehouses, carriers).
Clear, polished English, written and spoken. You can hold a buyer conversation on your own, quote with confidence, and say “here’s what it takes” instead of an easy yes. With our direct customers, you’re warm, quick, and on-brand.
Organized follow-through on a pipeline: dozens of open quotes at once, each with a next step, none forgotten.
A builder. When something was never written down, you write it down, get it checked, and make it the standard.
Comfortable with product data entry and uploads from spreadsheet templates, with zero tolerance for a wrong price or spec going live. We’ll train you on our marketplace SOPs. Amazon Seller Central, retailer-portal (Nordstrom, Mirakl), or supplier-catalog (ESP, SAGE) experience is a plus.
Comfortable with the tools: Shopify, spreadsheets with formulas, a CRM or pipeline tracker, and AI for drafting.
Calm and steady in async, remote, founder-led work, with meaningful overlap with US business hours.
Here for the long haul: someone who wants to own this work and get great at it, not use it as a stepping stone.
What separates great from good
Tells a distributor “here’s what it takes to hit your date” instead of just yes or no.
Notices the number that’s missing, and goes and gets it instead of guessing.
Briefs the designer at the start of the order, not the end.
Follows up because a deadline is coming, not just because time has passed.
Documents as they go, so nothing lives in one person’s head.
Steady when gifting season hits.
How we measure success
Targets calibrate quarterly. These are the outcomes you’ll actually be measured on:
Metric
Target
Inquiry response
Same business day
DTC customer response
Every inquiry answered in under 24h; nothing dropped
Quote accuracy
Zero quotes sent with a wrong price, minimum, or lead time
Quote follow-through
Every open quote tracked with a next step; none goes quiet without a decision
On-time delivery
Every B2B order arrives by its in-hand date
Order & shipment accuracy
Zero incomplete shipments; cartons = labels = packing list
Listing accuracy
Zero live errors (price / spec / image) on Amazon, retailer portals, and B2B catalogs
Pre-send checks
Zero documents released with a number that doesn’t reconcile
SOP coverage
Every recurring step documented

How we work together
Weekly 1:1 with Lisa (founder & CEO): priorities, open quotes, what’s shipping, and what’s at risk.
Day-to-day coordination with Michelle (operations) and our warehouse team on fulfillment.
Quarterly planning: themes, major moments (holiday, gifting season), and KPI targets.
Async-first via Slack: decisions documented, same-day response on blockers.
Compensation & benefits
Competitive compensation tied to experience and location. Paid PTO. Health stipend. Remote-first culture with intentional async work.
How to apply
Start your application with the word CLEAN, and in three sentences tell us about an order with a hard deadline that you planned backward from: what had to happen when, and who you had to line up. Then attach your resume. Applications that skip either step won’t be read.
That one line is deliberate: it’s how we see, before we ever meet, whether you read carefully and whether you own the details instead of waiting for someone to catch them for you.
About the team
We’re a remote-first team. We run on weekly syncs, regular 1:1s, and quarterly goal-setting. We lead before we’re asked. We think from the customer’s perspective. We grow with intention. We think deeply before we act. If that’s how you work too, we’d love to meet you.