ABOUT US
Open Water is a sustainable water brand built out of the mission to eliminate the need for plastic bottled water and contribute to healthier, cleaner oceans. We were pioneers in the canned water space, launching in 2014, when there was faaaaar less conversation about plastic pollution than there is today. Now we know the scale of the issue and more and more people are eager for a change to benefit both the planet and our health. Open Water is distributed across the U.S. where we’ve continued growing quickly—so quickly, in fact, that we need more smart, passionate people to join us.
LOCATION: Chicago, IL, USA
REQUIRED: Email your resume and cover letter to
[email protected]. Applications without both documents will not be considered.
ROLE OVERVIEW
The E-Commerce Customer Experience Coordinator will help manage customer and order related issues across our e-commerce channels. This includes being the first point of contact for customer inquiries, overseeing orders and shipments through resolution, resolving delivery and order exceptions, maintaining accurate records, coordinating internally, and ensuring follow-up is completed thoroughly and accurately. We’re looking for someone who is organized, detail-oriented, and comfortable balancing customer communication with behind-the-scenes operational work. Strong problem-solving skills, good judgment, adaptability, and the ability to work well with others are all important in this role. The right person can handle customer interactions with professionalism and empathy while staying focused on issue resolution.
KEY RESPONSIBILITIES
• Serve as the initial point of contact for customer inquiries across email and other e-commerce channels, responding in a professional, empathetic, prompt, solutions-oriented, and brand-aligned manner
• Troubleshoot and resolve issues related to online orders, including delivery delays, damages, replacements, and other customer concerns
• Ensure customers leave interactions feeling heard, supported, and confident in the Open Water brand
• Maintain organized records and clear communication to ensure customer concerns, order exceptions, and open issues are documented and resolved accurately
• Work closely with internal teams to resolve customer issues and keep e-commerce orders moving smoothly
• Coordinate and submit claims related to delivery issues and track them through resolution
• Support day-to-day e-commerce operations by balancing customer-facing communication with behind-the-scenes coordination
• Identify recurring issues or trends and flag opportunities for process improvement
• Be a team player by communicating clearly, staying solutions-oriented, and contributing to a positive customer experience
EXPERIENCE & EXPECTATIONS
• High school diploma or equivalent required; Bachelor’s degree preferred
• Proven customer service experience, preferably in e-commerce, retail, call center, or similar customer-facing environment
• Strong written and verbal communication skills
• Excellent problem-solving and conflict-resolution abilities
• Proficient computer skills and experience with CRM software
• Highly organized, detail-oriented, process-driven, and reliable
• Experience working cross-functionally in a fast-moving environment
• Passion for sustainability, mission-driven brands, or community impact
WHAT WE OFFER:
We are continuously looking into ways to invest in our employees and build a better working culture and environment. Here are just some of the internal benefits we offer.
• Competitive PTO Policy
• Offsite team meetups 2x per year
• Access to group medical plans (with a portion of premiums covered by Open Water for both employees and dependents)
• Access to 401k with Open Water match
• Volunteer PTO time
• Paid parental leave
• The chance to work with a diverse, mission-driven team making a real environmental impact
Open Water is proud to be an equal opportunity employer, and we encourage individuals of all backgrounds, abilities, and experiences to apply.
Open Water strictly prohibits discrimination—whether direct, indirect, or unconscious—on the basis of race, color, ethnicity, national origin, age, gender, gender identity or expression, sex, ****** orientation, disability, genetic information, military/veteran status, marital/parental status, religion, or any other characteristic protected by law.
