Operations Coordinator

About the role

The Operations Coordinator joins the Logistics Operations team to manage returns and replacement operations, outbound order processes, and delivery exceptions across US and Canada markets. Success in this role means working independently through high volumes of customer cases and logistics exceptions, partnering with Customer Experience, Supply Planning, Warehouse, Logistics, and external carriers to resolve every delivery, return, and replacement case accurately and with minimal customer friction, holding weekend and overnight coverage consistently, and carrying no backlog into the following week.

Key responsibilities

• Own and manage returns and replacement operations end to end, including coordination with relevant internal teams and logistics partners to ensure timely resolution
• Manage the end-to-end outbound order process, making sure every order is delivered on time and accurately, and proactively recovering orders at risk of scheduling or delivery issues
• Coordinate special delivery arrangements and resolve delivery exceptions, delays, or other operational issues by working closely with carriers and internal teams
• Respond to delivery, returns, and replacement enquiries—including escalations from the Customer Experience team and direct customer outreach—communicating professionally via phone, email, and ticketing systems
• Manage the returns transportation process, including scheduling carrier pickups, tracking return shipments, and confirming warehouse receipt with the warehouse and inventory teams
• Monitor and follow up on operational issues and recurring exceptions, identifying root causes and supporting corrective actions
• Support logistics partner coordination and performance management
• Analyze operational data and reports to identify gaps, inefficiencies, and opportunities for improvement
• Maintain accurate operational records across outbound and returns workflows, ensuring system updates are completed in a timely manner
• Monitor and resolve weekend tickets promptly so no backlog carries over into the following week

Employment type: 12-months contract, renewable subject to performance and business requirements
Work arrangement: Fully remote
Working hours:
This role supports the US and Canada markets and follows the below schedule:

• 10:00pm – 7:00am MYT
• Thursday – Monday, or Friday – Tuesday

About you

• Strong proficiency in English, both written and spoken
• 3–4 years of experience in logistics, operations, supply chain, or a related field
• Experience working with external vendors or logistics providers, including carrier coordination and issue resolution
• Strong problem-solving and analytical skills, with the ability to dive deep into operational challenges and translate insights into practical, efficient actions
• A customer-centric mindset and a commitment to service excellence
• Strong attention to detail and accuracy, particularly when managing data and operational records
• Advanced Excel and data analysis skills for operations reporting
• Comfortable working with operational systems and data, with exposure to systems such as WMS, TMS, or ERP being an advantage
• Ability to work independently and manage multiple tasks with minimal supervision

About us

At Castlery, we've spent over a decade building a brand people love by designing furniture for real life—durable, beautiful, and made to keep up with change. Now, we're focused on what's next: scaling with care, crafting better experiences, and growing a team that's as intentional as our design philosophy.