Nutrafol - Operations Associate
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. • Nutrafol takes into consideration a wide range of factors in final compensation decisions, including but not limited to: skill sets, experience and training, licensure and certifications, qualifications and education, and other business and organizational needs. The listed range is applicable only to the annual base salary and does not include additional perks, benefits, or applicable bonus eligibility comprising the total compensation package. • $60,000—$70,000 USD
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. • 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.
Benefits
• Fully remote work experience • Comprehensive medical, dental, and vision package, including FSA program • 401K with employer match • Quarterly Bonus Program • 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 • Free meditation app membership (Headspace) • Free Nutrafol subscription • Pet insurance discounts and benefits • California residents may review our CCPA notice here.
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