COMPANY: Hae CPG
POSITION: Operations Associate
ROLE TYPE: Full-time
OFFICE LOCATION: Brooklyn, NY, role will be remote but NYC area is preferred
About the Company
Hae CPG is a collective of operations and supply chain experts leading emerging beauty and wellness brands through their growth journey. With our support, brands have peace of mind, knowing they have access to the full spectrum of operational support, from the nitty-gritty of daily operations to the strategic foresight needed for long-term success.
From product conception to the doorstep of customers – we specialize in laying down the foundation of a brand's business and executing their ideas, so they can focus on their number one priority – growth.
Our areas of expertise include inventory planning, production management, 3PL sourcing, retail and e-commerce fulfillment and operations, and transportation logistics. Our team has experience working with and shipping to most retailers in the US and globally, including Sephora, Ulta, Target, Walmart, CVS, Nordstrom, Violet Grey, Goop, Cult Beauty, Mecca, and more.
Location
We are based in Brooklyn, NY. This role will be hybrid.
Role Description
Hae CPG is seeking an Operations Associate to support an exciting new stage of the company and a fast-growing client roster of CPG brands.
The Operations Associate will collaborate with the Hae CPG team, including the Founder/CEO and Operations Manager, to support the day-to-day initiatives and workflows across e-commerce, retail, logistics, and customer service operations for key clients.
You must be both a self-starter with an entrepreneurial mindset and a team player that is willing to roll up your sleeves believing that ‘no task is too big or too small. The role requires stellar communication and relationship building acumen, strong writing abilities, and the ability to understand data. You must be flexible and quickly adaptable, as the needs of the business can quickly evolve.
Responsibilities
- Support Lead Ops team with the execution of day-to-day operations of each client's e-commerce, B2B and customer experience operations; learn and adapt to the unique flows, teams, platforms/software, protocols and supply chain structure of each client
- Ensure e-commerce and Drop Ship orders are processing across all brands in a timely manner; correspond with 3PLs to troubleshoot delays and order issues; monitor platforms for integration issues; target 100% fill rate
- Process manual wholesale orders within 3PL WMS and EDI software; review routing guidelines across all retail channels and ensure purchase orders are processed and packed and documentation is prepared accordingly; collaborate with 3PL teams to process orders in a timely manner; submit invoices; update order status as needed and provide tracking information to retail partners; input data into retail portals and EDI as needed
- Cultivate relationships with and correspond with 3PL and freight partners to ensure timely shipping and delivery of outbound e-commerce and retail orders and coordination of inbound; manage specialty value-added services and projects; compile BOMs; 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; gather historical data to advise on best practices to minimize charges
- Process and manage special order requests for press, marketing, sampling, VIPs for clients
- Support Lead Ops team with updating sales and inventory reporting, freight analysis; audit logistics bills
- Flag integration challenges and work with Lead Ops team and various brand and vendor teams to troubleshoot
- Compile data across customer service and fulfillment in both internal and external facing reports
- Create, organize, and update client documentation and reporting, SOPs, retail and routing guidelines
Requirements
- At least 1+ years in retail/CPG industry, preferably within an operational or customer support function
- Excellent interpersonal and communication skills and prioritizes relationship building, able to craft creative, warm, and engaging responses to clients and vendors
- Eager to learn new skills and process flows
- Detail-oriented, highly organized, and able to multi-task – must be able to keep up with multiple clients, emails, timelines, launches, purchase orders simultaneously and with accuracy and timeliness
- The ability to blend creativity and data to strategize the best, efficient, innovative outcomes
- Both a dynamic self-starter and a team player with an entrepreneurial mindset, able to self-manage and work independently without handholding
- An agile, resourceful problem solver that can adapt within a constantly evolving business
- 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 - this role will have freedom to innovate, and you will have significant impact on the overall growth of the business and the culture and the company
- 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