Junior Operations & Customer Support

Job Description

Operations & Customer Support Coordinator

ERG Media is a publishing house and creative agency specialising in publishing and automotive content. We produce premium books, CGI, film, and creative work for prestigious global brands such as Porsche, operating at the intersection of publishing craft and high-end brand storytelling.

We're a lean, international team with offices in Milan and Japan. Our work demands precision, creativity, and an unwavering commitment to quality.

The Role

We're looking for an Operations & Customer Support Coordinator to keep our business running smoothly across both B2B client operations and B2C retail. You'll be the person who ensures our customers receive exceptional service, our supply chain operates efficiently, and our products reach their destinations on time.

Day-to-day, you'll handle customer enquiries across our retail channels, coordinate with warehouses and logistics partners on order fulfilment, and support the procurement of books and merchandise from our international supplier network. You'll also support project delivery across our creative agency, helping to keep work moving between teams and ensuring nothing falls through the cracks.

You'll work closely with our Senior Account Manager and Operations Manager, acting as the connective tissue between our customers, suppliers, and internal teams.

This is a junior role with real scope to grow. You'll start by supporting our operations and customer service functions administratively, with a clear path toward owning supplier relationships and taking on greater responsibility as you develop.

The role is open to candidates who are fully remote and able to work CET hours, with a preference for those located closer to Milan who can spend time at our HQ.

What You'll Do

Operations & Customer Support

• Respond to customer enquiries across our B2C retail channels, ensuring timely and helpful communication
• Process B2B and B2C orders, invoices, and related documentation
• Coordinate with warehouse and logistics partners on fulfilment, shipping, and delivery
• Track shipments and proactively resolve any issues that arise
• Keep customer and order data accurate across our systems
• Support returns, exchanges, and customer service escalations

Supply Chain & Procurement

• Coordinate with suppliers on timelines, quotes, and deliverables for books and merchandise
• Support the Print Production Manager and Sourcing Manager with vendor communications
• Keep product information and adminstrative data up to date across systems
• Help maintain supplier records and track procurement activity

Project Coordination

• Act as the link between creative, account management, and production teams, ensuring smooth handoffs and on-track timelines
• Chase progress, gather updates, and keep stakeholders aligned on deliverables
• Maintain accurate project data in Asana so the team has a clear picture of status
• Spot bottlenecks and flag risks before they become problems
• Prepare status updates and keep project documentation organised

Requirements

Essential

• Experience in operations, customer service, logistics, or a production/agency environment
• Comfortable working with project management and CRM tools (Asana, Gorgias, Shopify, or similar)
• Exposure to e-commerce, retail, or supply chain operations
• Highly organised with strong attention to detail
• Proactive communicator who follows up without being asked
• Clear written and verbal English
• Available to work CET business hours

Nice to Have

• Publishing or print production experience
• Experience working with international suppliers or logistics partners
• Familiarity with Shopify or similar e-commerce platforms

Benefits

Essential:

• Experience in an e-commerce envrioment both B2C and B2B
• Experience in an agency, project delivery, or production environment
• Comfortable working with project management tools (Asana or similar)
• Some exposure to logistics, retail, or e-commerce operations
• Highly organised with strong attention to detail
• Proactive communicator — you follow up without being asked
• Clear written and verbal English
• Available to work CET business hours
• The role is open to those who are fully remote and able to work on CET hours, with a preference for candidates located closer to Milan who can spend time in our HQ.

Nice to have:

• Publishing or print production experience
• Experience working with international suppliers or logistics partners