E-Commerce Specialist (Ops)

Los Angeles, California
07 Aug 2022
06 Sep 2022
Full Time

The Operations Specialist will drive operational projects and initiatives to support the department pillar. The Specialist will establish processes to enable operational excellence not limited to the following areas: Order Management, Packaging, Returns, Inventory Planning, Warehouse Logistics, Systems. This role is instrumental in keeping the business by tracking inventory, managing fulfillment, and overseeing products getting to their end destination.

Duties include, but are not limited to:

  • Analyze and report on e-commerce performance metrics; develop and adhere to KPIs
  • Oversee order picking, returns and refunds, and monitor inventory levels
  • Maintain frequent communication within cross-departmental teams and external parties (Zendesk, 3PL, DHL, UPS, messengers, etc.)
  • Evaluate operational procedures and processes
  • Present, recommend and implement strategies to improve workflows and overall process improvement
  • Maintain packing supply levels in-office and with 3PL; placing reorders as needed
  • Conduct meetings with Sr. E-Commerce Manager to discuss any operational issues, initiative, and fulfillment performance, tracking against KPIs
  • Conduct recurring/ad hoc processes/reporting with 3PL
  • Communicate and collaborate with other teams to ensure operating procedures are within SLAs 
  • Review any order processing issues to ensure orders are sent out in a timely manner
  • Assist with customer service operations matters working closely with Operations and Management team(s)
  • Assist in process improvement and documentation within the department
  • Other ad hoc projects as requested by management team

Desired Skills:

  • A comprehensive understanding of the logistics systems
  • Experience in end-to-end process management
  • Excellent communication skills
  • Strong problem-solving skills
  • Solid troubleshooting skills
  • Familiarity with leading ecommerce platforms
  • Good leadership and people management skills
  • Develop and document workflows to streamline processes
  • Experience working with 3PLs