Customer Support / Operations Assistant

About the Company

This company specializes in travel and washable makeup bags with compartments, along with various accessories. Their products feature durable materials, smart organization, and easy access designs. As a female-founded business, they prioritize sustainability, quality craftsmanship, and reducing environmental impact. The company embraces a spirit of wanderlust, offering customizable options and receiving positive customer feedback. They aim to provide functional, high-quality products for makeup and travel enthusiasts.

Payment Frequency: Monthly

Scope of the Role 

Thriving e-commerce brand seeking a detail-oriented and customer-focused individual to manage customer service inquiries, wholesale operations, and various administrative tasks. You'll ensure exceptional customer satisfaction, maintain accurate inventory data, and collaborate with internal teams to drive efficient operations.

Duties and responsibilities:

Customer Service Duties

• Manage customer service inquiries via email, chat, and social media (Facebook).
• Process customer returns and exchanges.
• Resolve customer issues related to missing packages.
• Create and fulfill orders as needed for customer satisfaction.
• Maintain high customer satisfaction ratings.
• Monitor website functionality and troubleshoot checkout issues.
• Track and monitor customer and wholesale orders through internal systems.
• Monitor product shipments for potential customs delays and delivery issues.
• Record incoming shipments and maintain inventory data.
• Communicate with warehouse team to resolve any outstanding customer issues.
• Understand and adhere to service level agreements (SLAs) for different departments.
• Maintain and update standard operating procedures (SOPs) for warehouse operations.
• Track and manage damage reports.
• Monitor inventory levels and identify items requiring restocking.
• Stay updated on internal communications and announcements.
• Manage finances by paying vendor bills and reviewing warehouse invoices.
• Coordinate influencer outreach and mailing logistics with the warehouse team.
• Process and manage collaboration orders on the sales platform.
• Print shipping labels for various fulfillment channels (FBA, etc.).
• Issue return merchandise authorizations (RMAs) for specific retailers.
• Collaborate with the photo editor on product image requests.
• Participate in one-on-one meetings (November).
• Manage product information within the sales platform (UPC codes, HS codes).

Wholesale Duties

• Review and manage dropship orders from various suppliers (DSCO, SPS, Radial).
• Process payments for dropship orders within the designated system.
• Monitor wholesale orders for system and warehouse fulfillment issues.
• Create manual invoices for customers as needed.
• Ensure product availability across all internal systems (Shopify, Syncware, Brandwise).
• Assist with product shipments for new and existing wholesale partners.
• Manage draft orders within the sales platform for accuracy.
• Communicate with sales representatives and retailers regarding order status, inventory, and promotions.
• Maintain an updated retailer database and coordinate with social media for collaboration.
• Conduct annual audit of the retailer map and update as needed.
• Conduct bi-annual audits of dropship retailers for product information accuracy.
• Collaborate with the VP of Sales to expand product offerings on dropship platforms.
• Manage wholesale and DTC product images with the graphic designer.
• Manage invoices and track orders for specific large accounts.
• Process monthly sales commissions for showrooms.
• Monitor dedicated wholesale email inbox daily.
• Update wholesale accounts with accurate product information within the sales platform.
• Process gratis orders and draft wholesale orders within the system.
• Update DTC systems with out-of-stock information and inventory levels.
• Track and close orders with DTC partners on Mason Hub, potentially including manual tracking updates.

Miscellaneous Duties

• Generate shipping labels for incoming factory shipments to the warehouse.
• Manage and track Amazon shipments within the warehouse system.
• Coordinate photo editing requests with the designated team member.
• Organize product images by category based on photoshoots.

Requirements:

• Proficiency in common office applications (e.g., Google Docs, Google Drive)
• Familiarity with Shopify a plus
• Trainable on EDI software and Gorgias (client will provide training)
• Minimum 2 years of experience (relevant experience preferred)
• Fluent English communication skills