Operations Associate
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Job Description
Operations Associate managing fraud, fulfillment, shipping, and order operations for Nutrafol’s clinically tested hair wellness products. Coordinating with 3PLs and internal teams across DTC, B2B, and Retail channels.
Responsibilities:
- Perform daily fraud screening on orders and flag orders for secondary verification before release
- Handle and maintain e-commerce, fraud, payment gateway, and 3PL systems, including Magento, Kount, Authorize.net, and PayPal
- Manage fulfillment and shipping issues with 3PL vendors and fulfillment centers
- Assist with and troubleshoot system issues raised by the Customer Experience team
- Triage new projects and issues internally before escalating to development or other teams
- Ensure orders are fulfilled and tracking is reported to systems promptly
- Handle order errors, returns, chargebacks, and related documentation
- Liaise with the Card Processing Team on account specifics
- Learn and handle tasks for B2B and Retail channels
- Investigate potential order and system errors
- Maintain general knowledge of data handling
- Own operational queues and monitor workload for timely SLA-compliant resolution
- Review and release verified orders
- Work with the Business Services Executive Team on shipping issues escalated by the Business Development Manager
- Report to the Sr. Manager, Fulfillment Operations
Requirements:
- Bachelor's degree, or 2-5 years of experience in operations at an e-commerce or DTC company or experience working within a brand
- Knowledge of the e-commerce business model, including fulfillment/shipping processes, customer service, user experience, and business processes
- Experience analyzing and documenting functional requirements for operational or e-commerce projects
- Detail-oriented, with strong organizational and time-management instincts
- Ability to manage multiple projects under tight deadlines and adapt to changing priorities
- Entrepreneurial mindset and ability to carry projects and ideas through to execution
- Demonstrated experience as a clear communicator who can work across Sales, Customer Experience, Marketing, and Supply Chain teams at all levels
- Willingness to travel in-state and out-of-state for on-site audits and 3PL visits
- Hands-on experience with e-commerce tools such as Kount, Magento, Shopify, Skubana, or Salesforce is a plus
- Flexible mindset and willingness to accommodate potential after-hours coverage as needed
- Must be based in the United States and able to work Eastern Time business hours
Benefits:
- Fully remote work experience
- Comprehensive medical, dental, and vision package, including FSA program
- 401K with employer match
- Quarterly Bonus Program
- Flexible PTO
- Two company-wide wellness breaks every day
- Free lunch on us every Tuesday and Thursday via Seamless/Grubhub
- Monthly wellness stipend
- Monthly internet stipend
- Monthly cell phone stipend
- Annual learning & development stipend
- Free meditation app membership (Headspace)
- Free Nutrafol subscription
- Pet insurance discounts and benefits
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