Returns & Refunds Coordinator

About Achaté

Achaté is a fast-growing European e-commerce brand focused on innovative home cleaning products.

As we continue to scale, the number of orders, returns and refunds is growing with us. We are therefore looking for a structured, accurate and proactive Returns & Refunds Coordinator to take ownership of our daily return and refund operations.

This is an important operational role: every return needs to be handled correctly, every refund needs to be accurate, and every issue needs to be followed through until it is solved.

Your Role

You will be responsible for making sure our returns and refunds process runs smoothly from start to finish.

Your responsibilities will include:

• Processing and monitoring customer returns
• Checking whether returned orders have been received and processed correctly
• Processing refunds accurately and on time
• Investigating missing, delayed or incorrect returns
• Handling refund discrepancies and exceptions
• Checking order, payment and return information across our systems
• Coordinating with Customer Service and our fulfilment partners
• Following up on unresolved return cases
• Maintaining a clear overview of outstanding returns and refunds
• Identifying recurring problems and reporting them to the team
• Making sure our internal return and refund procedures are followed
• Helping improve and automate the returns process as we scale

What We’re Looking For

We’re looking for someone who is extremely organised and detail-oriented.

You should:

• Have strong written and spoken English
• Be comfortable working with e-commerce systems and spreadsheets
• Be confident working with numbers and financial transactions
• Work accurately, even with repetitive tasks
• Be able to investigate discrepancies independently
• Take ownership instead of waiting for someone to follow up
• Be reliable and consistent
• Communicate clearly with different departments
• Be comfortable working remotely
• Be available approximately 20 hours per week

Experience with Shopify, e-commerce returns, refunds, payment providers, customer service or back-office operations is a strong advantage.

What Success Looks Like

Your job is not simply to “process returns.”

We want you to make sure:

Returns don’t get forgotten.
Refunds don’t get missed.
Customers don’t wait unnecessarily.
Numbers remain accurate.
Problems are identified before they become bigger problems.

Over time, we expect you to become the person within Achaté who has complete control and visibility over our returns and refunds operation.

What We Offer

• $500 per month
• Approximately 20 hours per week
• Fully remote position
• Long-term opportunity within a fast-growing European e-commerce company
• Clear responsibilities and ownership
• Opportunity to improve processes and take on more responsibility as Achaté grows

Interested?

When applying, please tell us:

1. Your previous experience with returns, refunds, e-commerce operations or customer service
2. Which e-commerce platforms/tools you have worked with
3. How many hours per week you are available
4. Your current location/time zone
5. Why you believe you would be a strong fit for this role