Operations Specialist for E-commerce Company

Job Description: [login to view URL] Job Description: We are looking for an experienced Part-Time Operations Specialist to join our team at Style Alert. The ideal candidate will play a pivotal role in managing various services, platforms, and operational processes integral to our e-commerce operations. This position requires a highly organized individual with a proactive problem-solving approach and exceptional attention to detail. Key Responsibilities: Platform and Service Management: Oversee and manage the following services and platforms: Twilio, Front, Style Alert Admin, Chargehound, Slack, Redash, Stripe, Klaviyo, UPS, Upwork, TheRealReal, DHL services. Handling Service Issues: Address SMS delivery failures promptly by investigating reasons and communicating with affected customers via email and SMS. Manage undelivered customer messages by checking Twilio, contacting customers, and notifying stylists when necessary. Alert Management: Monitor and manage various operational alerts using Redash: Consignment shipment alerts, active listings, consignment partner SLAs, illogical data in sold item states, and others. Investigate and resolve discrepancies. Data Integrity and Management: Regularly review, update, and maintain data related to consignment orders, returns, customer profiles, and system states to ensure accuracy. Return Processes: Manage return processes, initiate returns for customers within the specified time frame, and address return-related queries. Create return labels using TheRealReal and update return statuses in our systems accordingly. Customer Communication and Support: Assist stylists and customers with various operational needs, including handling order and delivery issues, updating style profiles, pausing subscriptions, or switching stylists. Vendor and Partner Interaction: Liaise with consignment partners such as TheRealReal, DHL, and others to resolve delivery issues, process invoices, and manage consignment-related tasks effectively. What you can expect in your first month: *Breaking down your day* You will spend 1-2 hours a day doing: Returns and Refunds Handling: Initiating and processing return requests as per specified guidelines. Managing return labels using TheRealReal platform. Resolving various return-related issues such as undelivered returns, tracking discrepancies, and refund processing. SMS and Communication Management: Handling undelivered messages to customers via Twilio. Sending follow-up emails and SMS to customers for undelivered stylist messages. Redash Alerts and Monitoring: Regularly monitoring and addressing Redash alerts and notifications. Consignment and Order Management: Managing consignment partner orders, checking shipment SLAs, and handling exceptions. Addressing discrepancies in sold item states and orders, ensuring accurate updates in the system. Style Alert Subscriptions and Operations Support: Handling subscription-related issues and discrepancies. Providing support for various operational needs related to orders, deliveries, and customer requests. Chargehound Dispute Management: Monitoring and handling disputes on Chargehound and Stripe platforms. Ensuring proper documentation and resolution of payment disputes. Delivery and Shipping Issues: Monitoring shipment statuses and exceptions, addressing missed deliveries, and resolving issues with carriers like DHL. VIP Customer and Service Support: Addressing VIP customer-related issues and service requests. Miscellaneous Support and Operations: Assisting with various operational needs, including managing style profiles, dispute resolution, and system monitoring. Skills and Qualifications: Demonstrated experience in operations management, preferably in an e-commerce setting. Proficiency in using and managing multiple platforms and tools mentioned in the responsibilities. Strong problem-solving skills with a methodical and analytical approach to troubleshooting issues. Exceptional communication skills to interact effectively with team members, partners, and customers. Ability to handle a diverse range of tasks simultaneously with meticulous attention to detail. Additional Information: This role requires a high level of proficiency in managing various online platforms and tools used in our daily operations. The candidate must showcase an aptitude for proactive issue resolution and exceptional organizational skills. If you possess the required experience and skills to handle our operations efficiently, we welcome your application. Please include relevant examples of managing similar operational tasks in your cover letter. Application Instructions: To apply, please submit your resume along with a detailed cover letter highlighting your relevant experience and how it aligns with the responsibilities outlined in this job description.