What are the responsibilities and job description for the Operations Specialist position at Grip?
About Grip:
Grip is redefining cold-chain logistics for direct-to-consumer (DTC) eCommerce brands. Founded in 2022 by former ButcherBox executives, Grip combines advanced technology with a nationwide fulfillment network to optimize the shipping of perishable goods. Our proprietary Smart Logistics Engine analyzes over 25 million data points daily—including weather patterns, carrier performance, and real-time temperatures—to make intelligent, package-level shipping decisions. Grip's Pulse Order Management System (OMS) offers real-time inventory tracking, batch traceability, and seamless integration with platforms like Shopify. This end-to-end solution provides brands with complete visibility and control over their supply chain, eliminating the need for multiple third-party tools. With strategically located temperature-controlled fulfillment centers, Grip can reach over 80% of the U.S. population within 24 hours. Our mission is to empower DTC brands to scale efficiently by providing innovative logistics solutions tailored to the unique challenges of shipping.
At Grip, we’re looking for a driven and customer-focused Operations Specialist who thrives on solving problems, building trust with clients, and making complex logistics feel effortless.
In this role, you’ll be the voice and advocate of our clients, working closely with internal teams to ensure every interaction with Grip is smooth, proactive, and positive. If you enjoy ownership, collaboration, and turning challenges into great client experiences, this role is for you.
What you’ll do
- Act as the primary point of contact for clients via chat, email, and calls—building trust through clear, timely, and thoughtful communication.
- Develop and maintain long-term client relationships, ensuring high satisfaction and a strong partnership mindset.
- Partner closely with the operations and warehouse teams to coordinate fulfillment requests and resolve issues efficiently.
- Lead and document regular client check-ins, capturing clear action items and insights.
- Take ownership of client projects, including onboarding, reporting, and claims management.
- Proactively communicate with clients about any events that may impact orders or on-time delivery—no surprises.
- Identify opportunities to improve workflows and the client experience, and confidently propose new ideas or solutions.
- Use our task and project management tools to ensure all client requests are tracked, prioritized, and completed on time.
- Data Analysis & Insights: Analyze data to identify trends and improvement opportunities, track key metrics such as OTD, product thawing, and cost savings, and translate insights into actionable process improvements.
- Contract Management & Renewals: Manage partner contracts by tracking key terms and timelines, ensuring timely renewals, and identifying opportunities to optimize costs and improve service levels.
What we’re looking for:
- 0-3 years of experience in logistics, supply chain, or similar fields. (Internships count!)
- Strong written and verbal communication skills—you know how to explain things clearly and professionally.
- Experience in logistics, customer service, client experience, or account management.
- Ability to multitask and prioritize in a fast-paced environment without losing attention to detail.
- A proactive, solutions-oriented mindset with strong problem-solving and critical-thinking skills.
- Comfort working cross-functionally with multiple teams.
Why join Grip?
- Make a real impact by shaping how clients experience our service every day.
- Work in a collaborative, fast-growing environment.
- Take ownership of meaningful client relationships and projects.
- Grow your skills at the intersection of operations, customer experience, and logistics.
Equal Employment Opportunity Statement: Grip is an equal opportunity employer, dedicated to complying with all applicable non-discrimination laws. We are committed to providing an inclusive workplace environment, where all employees and applicants are treated with
respect and without discrimination based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), national origin, age, disability, genetic information, or any other characteristic protected by law.