Operations Specialist CPG/eCommerce: Tier 2

HigherRing•Eugene, OR

5d•$24 - $26•Remote

About The Position

HigherRing is the ethical outsourcing partner for socially responsible companies. We harness business as a force for good and partner with impact organizations to lighten their load and further their purpose. We create remote, impact employment where our team members and clients are valued and supported in their efforts to advance us all toward a more sustainable world. HigherRing is a B Corp, climate-neutral certified by The Change Climate Project, and a 1% for the Planet member. The Tier 2 Operations Specialist is responsible for working with multiple clients CPG/eCommerce on a fractional basis (x-hours with one client, x-hours with another). The Specialist ensures orders from all sales platforms flow seamlessly and tracks inventory while flagging discrepancies. They work directly with warehouses, carriers, copackers, and other third-party operations partners in their client’s network. They utilize their own experience, plus HigherRing’s internal crowdsourced operations knowledge, to help their clients improve their supply chain processes & tools. The specialist will produce system reports to optimize sales and operations processes and identify issues and challenges. Each client will have different needs; however, these are some potential tasks that may be asked of you. Order Fulfillment Work with customer support personnel in inquiring about, troubleshooting, maintaining, or stopping orders with warehouse personnel Input & allocate all new sale orders from various sales channels, including platforms like Faire and Mable, inside and outside sales personnel, distributors, and other channel partners into tools like Shopify, WooCommerce, NetSuite, Cin7, etc. Work with key distributors (e.g., UNFI, KeHE) to ensure purchase order accuracy, compliance, and invoicing management Process and manage EDI transactions through SPS Commerce for major retail partners and distributors like UNFI and KeHE Troubleshoot and resolve order flow issues between order systems and warehouse systems. Familiarity with ShipStation is a plus. Track SLA adherence and shipping deadlines, and communicate daily with warehouse personnel Monitor inbound & outbound shipments - may perform some shipping logistics tasks like arranging for trailers and possibly working to arrange Amazon FBA shipments Inventory Management Track inventory levels and perform basic discrepancy investigations Request cycle counts from warehouse to update specific items Participate in yearly inventory Track out-of-stock items and work closely with procurement team to analyze sales trends to forecast demand, plan inventory replenishment, and purchasing Utilize ERP software (e.g., NetSuite, Cin7, etc.) to improve inventory tracking, demand planning, and purchasing processes Processes & Tool Management Maintain sales channel and content on web portals like Faire, Mable, and Amazon Seller Central with updated and accurate operational info (suppliers, UPC codes, lot codes, images, descriptions, etc.) Use data to inform business partners, track & improve: product quality fulfillment performance customer experience return rates ship methods and delivery success Create and maintain centralized resources of known issues and operational SOPs

Requirements

2+ years working with an e-commerce/CPG business - This is a MUST!
Experience working with web portals like Faire, Mable, and Amazon Seller Central
Proficient in creating and maintaining centralized resources of known issues and operational SOPs
Familiarity with: the lifecycle of an order from placement to fulfillment, to shipment, to delivery, and returns; troubleshooting order placement & order flow issues; troubleshooting shipping & delivery issues
Exceptional multitasking and time-management skills
Excellent written & oral communication skills
You are impressively organized and are able to transition between working with one client and transitioning to the next client easily because you keep detailed notes and records.
You’re an excellent communicator and aren’t afraid to speak up when you’re unclear on something. You strive for 100% accuracy, yet know that you’re in a safe environment where your team will have your back when mistakes happen.
You approach your work with a posture of curiosity and are eager to learn about the unique ins and outs of operations through the lens of many different industries.
You’re excellent at prioritizing your own projects & tasks, using organization tools to manage and track your work clearly, and you enjoy helping the rest of your team manage company-wide projects.
Fluency in oral and written English; second language is a plus
Quiet, distraction-free workspace in your home that includes a door that closes
Direct connection from computer to router/modem via Ethernet cable (no satellite or wireless Internet (WiFi))
Strong and consistent Internet bandwidth: 50 Mbps download speed or faster and 5 Mbps upload from a reliable provider

Nice To Haves

Familiarity with ShipStation is a plus.

Responsibilities

Work with customer support personnel in inquiring about, troubleshooting, maintaining, or stopping orders with warehouse personnel
Input & allocate all new sale orders from various sales channels, including platforms like Faire and Mable, inside and outside sales personnel, distributors, and other channel partners into tools like Shopify, WooCommerce, NetSuite, Cin7, etc.
Work with key distributors (e.g., UNFI, KeHE) to ensure purchase order accuracy, compliance, and invoicing management
Process and manage EDI transactions through SPS Commerce for major retail partners and distributors like UNFI and KeHE
Troubleshoot and resolve order flow issues between order systems and warehouse systems.
Track SLA adherence and shipping deadlines, and communicate daily with warehouse personnel
Monitor inbound & outbound shipments - may perform some shipping logistics tasks like arranging for trailers and possibly working to arrange Amazon FBA shipments
Track inventory levels and perform basic discrepancy investigations
Request cycle counts from warehouse to update specific items
Participate in yearly inventory
Track out-of-stock items and work closely with procurement team to analyze sales trends to forecast demand, plan inventory replenishment, and purchasing
Utilize ERP software (e.g., NetSuite, Cin7, etc.) to improve inventory tracking, demand planning, and purchasing processes
Maintain sales channel and content on web portals like Faire, Mable, and Amazon Seller Central with updated and accurate operational info (suppliers, UPC codes, lot codes, images, descriptions, etc.)
Use data to inform business partners, track & improve: product quality, fulfillment performance, customer experience, return rates, ship methods and delivery success
Create and maintain centralized resources of known issues and operational SOPs

Benefits

Employee (not contractor) status at an exciting, socially-minded company
Paid training
Option to participate in medical, dental, and vision insurance programs (we cover 75+% of the basic plan premium)
401(k) plan with a 2% match contribution
Paid vacation after your first year
Paid sick leave
A financial wellness and coaching program - 0% loans to help pay down debt
Opportunity for everyone to be an owner in the company. Our Employee Stock Incentive Plan is offered to all employees.
An opportunity to work from home, reducing your carbon footprint, commute time and expense, and wardrobe and food costs!
A fast-paced work environment where employee input is valued, and where mutual respect and camaraderie are a significant part of our culture.