Operations Specialist

1 week ago

New York, New York, United States Hae CPG Full time
Job Description

At Hae CPG, we are seeking a highly motivated and detail-oriented Operations Associate to support our dynamic team in delivering exceptional customer experiences. This role offers an exciting opportunity to work with a collective of operations and supply chain experts leading emerging beauty and wellness brands through their growth journey.

About the Role

This position will collaborate closely with our Founder/CEO and Operations Manager to support day-to-day initiatives and workflows across e-commerce, retail, logistics, and customer service operations for key clients. The ideal candidate will possess excellent interpersonal and communication skills, be able to craft creative responses to clients and vendors, and thrive in a fast-paced environment.

Responsibilities
  • Support the Lead Ops team in executing day-to-day operations of each client's e-commerce, B2B, and customer experience operations, adapting to unique flows, teams, platforms/software, protocols, and supply chain structures.
  • Ensure timely processing of e-commerce and Drop Ship orders, troubleshoot delays, and correspond with 3PLs as needed; monitor platforms for integration issues and target a 100% fill rate.
  • Process manual wholesale orders within 3PL WMS and EDI software, review routing guidelines, ensure purchase orders are processed, packed, and documented accordingly; collaborate with 3PL teams to process orders efficiently.
  • Cultivate relationships with 3PL and freight partners to ensure timely shipping and delivery of outbound e-commerce and retail orders; manage specialty value-added services, projects, compile Bills of Materials, and manage RTVs and inventory QC of returned goods.
  • Troubleshoot e-commerce order delays, misships, lost packages; analyze returns and ticket data, flag trends with order fulfillment issues.
  • Manage customer service inquiries and reporting for key clients, monitor, investigate, and dispute e-commerce and retail chargebacks.
  • Process special order requests for press, marketing, sampling, VIPs for clients; update sales and inventory reporting, freight analysis, audit logistics bills.
  • Flag integration challenges, work with Lead Ops team and various brand and vendor teams to troubleshoot; compile data across customer service and fulfillment in internal and external facing reports.
  • Create, organize, and update client documentation and reporting, SOPs, retail, and routing guidelines.
Requirements
  • At least 1+ year's experience in the retail/CPG industry, preferably in an operational or customer support function.
  • Excellent interpersonal and communication skills, prioritizing relationship building, able to craft engaging responses to clients and vendors.
  • Eager to learn new skills and process flows.
  • Detail-oriented, highly organized, able to multitask, and keep up with multiple clients, emails, timelines, launches, purchase orders simultaneously with accuracy and timeliness.
  • The ability to blend creativity and data to strategize efficient outcomes.
  • A self-starter with an entrepreneurial mindset, able to self-manage and work independently without handholding.
  • An agile problem solver that can adapt to evolving business needs.
  • Proven ability to thrive in a fast-paced environment and adapt quickly to new circumstances.
  • Excited about working in a startup with the ability to approach growth like an entrepreneur.
  • Competency in Microsoft platforms (Excel, PowerPoint, Word), Google platforms, project management tools, and the ability to quickly master and implement new applications and systems.
  • Experience in Shopify.

We offer a competitive salary range of $60,000 - $80,000 per year, depending on experience, and opportunities for professional growth and development in a dynamic and supportive team environment.

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