Operations Associate

About You:

No two days will look the same as an Operations Associate. One morning you're catching fraudulent orders before they slip through; by the afternoon you're untangling a shipping delay with one of our 3PL partners. You’re a strategic thinker and self-starter who adapts easily to pivots and changing priorities, and comfortable wearing multiple hats. If you are a natural problem solver who’d rather figure things out than wait to be told what to do, this is your kind of job!

You're technically savvy, detail-oriented, and energized by solving complex operational puzzles. You'll partner closely with fulfillment centers, shipping carriers, offshore teams, and our internal Customer Experience and Supply Chain teams to keep orders moving - often shifting priorities within the same day. 

Responsibilities:

DTC Responsibilities:

• Perform daily fraud screening on orders, flagging any for secondary verification before releasing.
• Handle and maintain e-commerce, fraud, payment gateway, and 3PL systems (Magento, Kount, Authorize.net, and PayPal preferred).
• Handle all fulfillment and shipping issues, working closely with 3PL vendors.
• Assist and troubleshoot any system issues raised by the customer experience team.
• Triage new projects and issues internally before escalating to the development team.
• Ensure all orders are fulfilled and tracking is reported to the system in a timely manner.
• Handle all order errors and returns.
• Liaise directly with the Card Processing Team on account specifics.
• Process and submit documentation for chargebacks.
• Learn and handle the tasks needed for B2B and Retail channels.
• Investigate potential order and system errors.
• Maintain general knowledge of data handling.
• Own assigned operational queues, proactively monitoring workload to ensure timely resolution in accordance with established SLAs and performance expectations.

B2B Responsibilities:

• Handle all fulfillment and shipping issues, working closely with the fulfillment centers.
• Ensure all orders are fulfilled in a timely manner.
• Review and release verified orders.
• Work closely with the Business Services Executive Team on shipping-related issues escalated by the Business Development Manager.
• Triage new projects and issues internally before escalating.
• Investigate potential order errors, returns, and chargebacks.

Requirements:

• Bachelor's degree, or 2-5 years of experience in operations at an e-commerce or DTC company or experience working within a brand
• Knowledge of the e-commerce business model (i.e. fulfillment/shipping processes, customer service, user experience, business processes, etc.).
• Experience analyzing and documenting functional requirements for operational or e-commerce projects
• You are detail-oriented, with strong organizational and time-management instincts
• You have the ability to manage multiple projects under tight deadlines and adapt to changing priorities
• You’re entrepreneurial: you follow your own projects and ideas through to execution, not just to hand-off
• You have demonstrated experience as a clear communicator who can work across teams: Sales, Customer Experience, Marketing, Supply Chain; at all levels
• Willingness to travel in-state and out-of-state for on-site audits and 3PL visits.
• Hands-on experience with e-commerce tools such as Kount, Magento, Shopify, Skubana, or Salesforce is a plus.
• A flexible mindset, willing to accommodate potential after-hours coverage as needed.