Operations Associate

About You:

The ideal candidate is ready to join a rapidly growing team. We are looking for an Operations Associate, who is technically savvy and ready to wear multiple hats. We value strategic thinkers, motivated self-starters with positive attitudes and strong work ethic. You should have superlative organizational and communication skills and a strong eye for quality and detail. We are looking for someone who is very flexible and is willing to work during the weekend. 

The Operations Associate will work with third-party fulfillment centers, shipping carrier relationships, customer experience, supply chain team and offshore team. 

This is a full-time role with a Tuesday–Saturday schedule (8:30am to 5:30pm ET) to ensure team coverage and support during peak business needs.

Role Responsibilities:

DTC:

• Perform daily fraud-screening on orders flag for secondary verification before releasing. 
• To handle and maintain E-commerce, Fraud, Payment Gateway, and 3PL Systems. (Magento, Kount, Authorize.net and PayPal preferred)
• Handle all Fulfillment/Shipping issues and work closely with 3PL vendors. 
• Assist and troubleshoot any system issues raised by the customer experience team. 
• Triage any new projects and issues internally before escalating it to the development team. 
• Ensuring that all orders are being fulfilled and tracking is reported to the system in a timely manner. 
• Handle all order errors and returns.
• Liaising directly with the Card Processing Team for account specifics. 
• Process and submit documentation for chargebacks. 
• Ability to learn and handle the tasks needed for B2B and Retail channels. 
• Responsible for ensuring all orders are fulfilled in a timely manner. 
• Investigate any potential order and system errors
• General knowledge of handling data
• Ensuring that all orders are being fulfilled and tracking is reported to the system in a timely manner. 

 B2B:

• Handle all Fulfillment/Shipping issues and work closely with the fulfillment center. 
• Responsible for ensuring all orders are fulfilled in a timely manner. 
• Review and release orders that are verified orders. 
• Work closely with the Business Services Executive Team for any shipping related issues that the Business Development Manager escalated. 
• Triage any new projects and issues internally before escalating. 
• Investigate any potential order errors, returns and chargebacks. 

Requirements:

• Bachelor’s degree or equivalent combination of education and experience
• 2- 5 years experience in operations and hands-on technical experience
• Knowledge on ecommerce business model (i.e. Fulfillment/Shipping needs, Customer Service, User Experience, business processes, etc.)
• Experience with Kount, Magento, Shopify, Skubana, or Salesforce is a plus
• Strong organizational, time management, communication, process orientation and problem-solving skills
• Some experience in analysis and documentation of functional requirements for ecommerce projects
• Ability to multi-task that can manage several projects under a tight deadline and accommodate any changes
• An entrepreneurial spirit with operational skills to ensure self-directed projects and ideas are seen through to execution
• Ability to interact effectively with internal business teams (Sales, Customer Experience and Marketing, Supply Chain), at different levels of the organization
• In-state and out-of-state traveling required for on-site audits and 3PL visits
• A flexible mindset willing to accommodate the potential need for after hours coverage