Operations Associate

Summary

Join Nutrafol, a growing company pioneering hair wellness, as an Operations Associate. You will be a key player in a rapidly expanding team, handling various aspects of e-commerce operations, including order fulfillment, fraud screening, and customer support. This role requires strong organizational and communication skills, experience with e-commerce platforms, and the ability to manage multiple projects simultaneously. The position offers a competitive salary, comprehensive benefits, and the opportunity to contribute significantly to a dynamic and innovative company. You will work with third-party fulfillment centers, shipping carriers, and internal teams. The ideal candidate is technically savvy, a self-starter, and adaptable to a flexible work environment.

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.)
• 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

Responsibilities

• Perform daily fraud-screening on orders flagged 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/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
• Investigate any potential order and system errors
• General knowledge of reviewing and implementing data
• 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

Preferred Qualifications

Experience with Kount, Magento, Shopify or Salesforce

Benefits

• Fully remote work experience
• Comprehensive medical, dental, and vision package, including FSA program
• 401K with 50% match
• Quarterly Bonus Program
• Flexible PTO
• Two company-wide wellness breaks every day
• Free lunch on us every Tuesday and Thursday via Seamless/Grubhub
• Monthly wellness stipend
• Monthly internet stipend
• Monthly cell phone stipend
• Annual learning & development stipend
• Wellness Program, including virtual Wellness Sessions & No-Meeting Wednesdays
• Free meditation app membership (Headspace)
• Free Nutrafol subscription
• Pet insurance and benefit programs