Client Overview
This company operates in the e-commerce and retail sector, offering products through direct-to-consumer channels, major online marketplaces, and department stores, alongside a corporate gifting line.
How to apply
Start your application with the word CLEAN, and in three sentences tell us about a time you caught an order, inventory, or shipping error before it went out the door something no one flagged for you. Applications that skip this won't be read.
Role Summary
This role is responsible for ensuring the smooth day-to-day operations across all sales channels, including order processing, website accuracy, retail compliance, and customer support. The ideal candidate is detail-oriented, takes pride in thorough follow-through, and is comfortable working in a fast-paced environment.
Key Responsibilities
- Process all orders accurately across DTC, Amazon, and retail channels within Shopify, ensuring correct pricing and addresses.
- Provide fast and reliable customer service, including processing warranty replacements, returns, and carrier claims for stuck shipments.
- Conduct quality assurance for website and product detail pages, confirming correct photos, prices, and copy on internal and retailer platforms.
- Manage and resolve open system and website tickets daily, ensuring timely resolution.
- Support retail routing by accurately completing routing guide and EDI forms according to established SOPs.
- Perform operational support and administrative tasks such as updating partner inventory, maintaining the team calendar, and handling IT onboarding/offboarding.
- Document all processes into clear Standard Operating Procedures (SOPs).
- Utilize AI and other tools to enhance efficiency in drafting and repetitive tasks, contributing to workflow development.
Required Qualifications
- 3+ years of experience in e-commerce/retail operations, order management, or customer support.
- Hands-on experience with Shopify for order management.
- Experience with DTC, marketplace (Amazon), and wholesale/retail exposure.
Soft Skills & Attributes
- Exceptional attention to detail and a commitment to accuracy.
- Reliable, warm, and fast customer follow-up.
- Ability to remain calm under high volume, particularly during peak seasons.
- Comfortable working in async, remote, founder-led environments with meaningful overlap with US business hours.
- Proactive in identifying and addressing potential errors or issues.
- Adaptable and comfortable with utilizing AI and other tools for efficiency, while also willing to perform tasks manually as workflows evolve.
- Committed to long-term ownership of the role and continuous improvement.
Compensation
Competitive package
Location & Work Arrangement
Remote, with meaningful overlap with US business hours.
