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 flexible hours to meet the needs of the business.

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

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. t
• Investigate any potential order and system errors.
• General knowledge of reviewing and implementing 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 working experience and education
• 2 - 3 years experience in an operations role within an eCommerce business; startup/high growth company experience is a plus
• Knowledge of an eCommerce business model (i.e. Fulfillment/Shipping needs, Customer Service, User Experience, business processes, etc.)
• Experience with Kount, Magento, Shopify 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 weekend and late night coverage