Job Description

Job Title: Customer Success, Logistics & Operations Coordinator

Location: Urban Ice Tribe HQ, Wigan, UK

Schedule: Monday to Friday, 7:30 AM - 3.30pm

Start Date: Immediate

Reports To: Business Manager About Urban Ice Tribe and Role Overview

Urban Ice Tribe is a purpose-driven brand focused on helping people improve their mental, emotional, and physical wellbeing through cold water therapy, saunas, breathwork, and transformational retreats.

We also manufacture and distribute premium wellness products that serve a growing global community.

The Customer Success, Logistics & Customer Success Coordinator will ensure seamless daily operations related to warehousing and logistics, while also serving as a first point of contact for our customers to ensure an exceptional experience throughout their journey with Urban Ice Tribe. You'll play a key behind-the-scenes and front-line role in supporting the delivery of transformative wellness experiences and premium products globally.

Learn more at urbanicetribe.com

Key Responsibilities Logistics & Operations Support

Reconcile daily orders for dispatch from the warehouse, ensuring accuracy of contents and destinations.

Prepare all shipping documents including pick lists, labels, and customs paperwork (commercial invoices for shipments outside of the UK).

Arrange outbound shipments via road, air, or sea--coordinating with freight carriers and booking collection/delivery.

Manage warehouse space for inbound logistics, ensuring timely receipt of goods from suppliers.

Stock, packing list, and invoice reconciliation for all inbound shipments to ensure accurate stock processing into the warehouse.

Assist in inventory management, monitoring inbound and outbound movements. Support retreats and product launches with logistical planning.

Improve warehouse workflows with good housekeeping and improved productivity.

Customer Success Respond promptly to customer inquiries across channels (email, social, web).

Provide order updates, shipping information, and issue resolution to ensure a positive customer experience.

Coordinate with warehouse and logistics teams to address customer needs efficiently.

Maintain customer feedback logs and highlight recurring issues for continuous improvement.

Support post-purchase engagement to enhance brand loyalty and retention.

Skills & Qualifications:

Proficiency in Logistics, shipping methods (road, air, sea) and customs documentation including harmonized codes.

Experience in customer service.

Excellent organizational and communication skills.

Proficiency in spreadsheets, inventory reporting systems, and shipping platforms. Self-starter able to manage tasks independently and prioritize daily needs.

Personal Attributes

Practical and methodical.

Calm under pressure and deadline focused.

Empathetic and solution-oriented in customer interactions.

Enthusiastic about wellness and sustainability.

Team player willing to wear multiple hats when needed.

What We Offer Role in a fast-growing, mission-driven company.

Access to cold therapy, breathwork, and wellness activities.

Opportunity to work on global wellness events and product logistics. A customer-focused role with real impact on people's wellbeing.

Job Type: Full-time

Pay: 12.50-14.50 per hour

Expected hours: 37.5 per week

Benefits:

Free parking On-site parking
Experience:

Logistics: 1 year (required) Customer service: 1 year (required)
Work Location: In person

Expected start date: 14/08/2025