Operations Associate (Beauty/CPG)

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 Brooklyn-based supply chain consulting agency for emerging beauty and CPG brands. Since its launch in 2020, Hae CPG has collaborated with up-and-coming brands in the beauty, personal care, haircare, and consumer product spaces. Clients have included Kulfi Beauty, Crown Affair, Experiment, Ceremonia, Aavrani, WYN and more.

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. We support brands across all operational functionalities, including inventory planning and management, vendor correspondence, production flow management, sales operations, customer service, and DTC and B2B fulfillment. In short, we help brands make, ship, and sell their products.

Location

We are based in Brooklyn, NY. This role will be remote, but location in the NYC area is required.

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 Operations Manager 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
• 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
• Support Customer Service Associates with troubleshooting e-commerce order delays, misships, lost packages; analyze returns and ticket data; flag trends with order fulfillment issues
• 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
• 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
• Communicate OOS and BIS date to retailer partners to troubleshoot backorders and achieve optimal fulfillment rates
• Monitor, investigate and dispute e-commerce and retail chargebacks; gather historical data to advise on best practices to minimize charges
• Monitor inventory levels for finished goods, packaging, and shipping materials; Prevent stockouts of shipping materials and work with brands and Hae CPG team to replenish as needed
• Process and manage special order requests for press, marketing, sampling, VIPs for clients
• Coordinate international and domestic inbound and outbound freight; prepare documentation for customs; gather quotes from strategic partners
• Support Operations Manager with updating sales and inventory reporting, freight analysis; audit logistics bills
• Flag integration challenges and work with Operations Manager 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 2 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 a plus
• Experience in CRMs (ie Gorgias and Zendesk) a plus