Mission:
At NutriChem, we redefine healthcare by bridging conventional medicine and personalized, preventative care. Our integrative clinic, compounding pharmacy, and premium retail offerings are designed to support every individual's unique health journey.
Were seeking a detail-oriented and solution-driven Retail & E-Commerce Order Coordinator who excels at managing moving parts, resolving logistical challenges, and supporting seamless fulfillment and customer satisfaction across multiple channels

1. Order Management & Processing

• Coordinate customer order processing, including product selection, payment verification, and fulfillment for all incoming orders across phone, email, and online channels.
• Ensure 95% of orders are processed within 1 business day.
• Maintain accurate, real-time records of order history, fulfillment status, and pickup/delivery readiness.
• Troubleshoot and resolve order-related issues quickly to sustain workflow efficiency and customer satisfaction.

2. Pickup & Local Delivery Coordination

• Oversee the pickup and local delivery processes for all relevant order types.
• Conduct weekly audits of pending pickups to prevent delays and enhance customer experience.
• Follow up on any unclaimed orders to reduce missed pickups by 50% within three months.

3. Shipping & Fulfilment Responsibilities

• Pick and pack online and in-store orders.
• Label and process all shipments via ShipStation.
• Coordinate with couriers and troubleshoot lost or delayed packages.
• Serve as primary contact for day-to-day shipping operations across all order types.
• Maintain shipping area cleanliness and ensure supplies are fully stocked.
• Ensure that any temperature-sensitive items are shipped appropriately.
• Conduct regular audits of appliances for compliance purposes.

4. Customer Service & Trusted Support

• Respond to customer inquiries via email, phone, and online chat services.
• Answer calls offering basic product guidance or referring to a Health Counsellor, Pharmacist, or clinic when specialized advice is needed.
• Provide customer support and assist customers in navigating product and service options.
• Recommend clinic services and arrange discovery calls where appropriate.
• Coordinate pharmacist follow-ups for medication or safety-related inquiries.
• Uphold NutriChems virtual service standards in every interaction.

5. Operational Coordination & Process Improvement.

• Communicate with Supply Chain Specialist about product availability and fulfilment challenges.
• Collaborate with Retail Operations Manager to identify work flow efficiency gaps.
• Share order trends, client feedback, and upsell opportunities with retail and marketing teams.
• Provide receiving support to Supply Chain Specialist when needed.
• When Supply Chain Specialist away will be the back up for that role.

Values

The successful candidate will align closely with our core values:

• Integrity: Prioritize patient health & wellness above all else.
• Innovation: Transform new ways of approaching healthcare into reality.
• Collaboration: Work together to achieve extraordinary results.
• Individuality: Honor the unique needs of each individual patient.
• Alchemy: Unite the spirit of nature with the structure of chemistry.

Skills, Qualifications and Track Record:

• Proven customer service experience, with a focus on resolving issues and maintaining satisfaction in a high-volume environment.
• Experience in a health, wellness, logistics, or pharmacy setting preferred.
• Strong organizational, coordination, and multitasking abilities.
• Clear communicator with a customer-focused mindset and high attention to detail.
• Comfortable managing multiple platforms, systems, and communication channels in a fast-paced environment.
• Proficient in or quick to learn POS, shipping software, and order fulfillment tools.
• Experience with CRM and AI implementation would be an asset.

Company Profile

NutriChem is the Realization of a VisionUnique, Smarter, Personalized Healthcare Our highly specialized services include IV therapy, Body Chemistry Balancing, custom vitamin compounding and naturopathic medicine services, which are paired with a full array of natural health products. Overseen by our experienced team of naturopathic doctors, our fully integrated service experience ensures our healthcare solutions are made just for you and no one else.

For more information please visit:

Our website:https://nutrichem.com/

Our LinkedIn page: https://www.linkedin.com/company/nutrichem-compounding-pharmacy-&-clinic/