Operations and Customer Service Coordinator

Who we are
PilatesGoods is a fast-growing Dutch brand making custom branded merchandise for pilates and fitness studios worldwide. Think grip socks, towels, bags, and water bottles, all fully custom and made to order. We ship under multiple labels, work with factories across Asia, and operate as a small, ambitious team that moves fast and takes real pride in what we build.
We are based in the Netherlands, our clients are global, and our suppliers are primarily in China. Everything we do is made to order, which means operations, communication, and coordination are the engine of the business.

The role
This is not a task-list role. We are looking for someone who can own two core pillars of our daily operations, customer service and supplier coordination, without hand-holding. Someone who spots a problem before it becomes one, follows up without being asked, and communicates clearly across time zones and cultures.
You will start at 20 hours per week. Our goal is to scale that to 30, then 40 hours as quickly as possible. We want to grow this into a full role, and we are looking for someone who wants to grow with us, not just fill a slot.
You will work closely with the founders on a daily basis. That means a short check-in every day, a shared understanding of what is in progress, and real ownership of your work. You will not be managed from a distance.

What you will own!

Customer service:
Manage incoming emails from studios around the world and handle complaints from first response to resolution
Assess whether a complaint is valid: did the client receive what they ordered and approved? This requires judgment, not just a sympathetic reply
Keep clients informed and updated, especially when production or delivery timelines shift
Supplier coordination:
Maintain daily contact with our suppliers in Asia, primarily via WeChat
Follow up on production status across multiple product types and make sure timelines are accurate in our tracking sheets
Coordinate proactively so that all products within one order finish production at the right time and ship together, avoiding partial shipments caused by misaligned timelines
Forward production orders to the correct supplier with the correct files, every time
Product sourcing:
Browse Alibaba and other platforms when we need new products, shortlist realistic options, and present a clean comparison covering quality, MOQ, price, and lead time
Use good judgment before putting something in front of us
Logistics and admin:
Monitor shipments across UPS, DHL, and FedEx, and mark delivered orders in our tracking sheet
Log shipping costs to our analytics dashboard and handle DAP customs documentation (Fully explained ofcourse)

What we are looking for!

Must-haves:
Excellent written English, clear and professional under pressure
Available during CET business hours, at least partially
Comfortable using AI tools, this is a requirement, not a nice-to-have
Experience with customer service and complaint handling
Experience coordinating with suppliers or manufacturers
Highly organised, detail-oriented, and proactive
Able to work independently and flag issues before they escalate
Nice to have:
Experience with WeChat, Alibaba, or sourcing from Asian factories
Background in e-commerce, logistics, or operations
Familiar with Google Sheets, Slack, and shipping portals

Before we get on a call

We have had too many applications from people who describe themselves well but cannot demonstrate it. So instead of asking you to tell us you are organised and proactive, we want to see it.

Choose one of the three tasks below and send us your result with your application. There is no right or wrong format, but we expect something concrete. Vague answers will not be considered.

Option A: Product sourcing
Browse Alibaba or any sourcing platform and find a product you think would be a genuine fit for PilatesGoods and our clients, fitness and pilates studios ordering custom branded merchandise. Send us exactly what you would send to your manager: a short recommendation with the product, supplier, MOQ, price per unit, lead time, and why you think it fits. Keep it clean and to the point.

Option B: Multi-supplier order coordination
We work with several suppliers in Asia. Production timelines differ: socks take 2 to 3 weeks, water bottles take 4 weeks, towels take 3 weeks. Our goal is always to consolidate everything from one order into a single shipment. Build a simple Google Sheets template showing how you would track and coordinate this. Share it with us (view access) and include a short explanation of how you would use it in practice.


Take the personality test at ---------- and share your results. We are not filtering on scores, we just like knowing who we are working with. Add a sentence or two on whether the results feel accurate to you. This can be submitted alongside Option A or B.

Sound like you?
We are a small team and we take hiring seriously. Shortlisted candidates will be invited to complete a short practical assignment before a final decision is made.
If this sounds like a role you would genuinely enjoy and a team you want to be part of, we want to hear from you.