Operations Associate

Keep Growing with Nutrafol

We're a growing company. Everything we do, we do to help people grow into the best version of themselves. As the pioneers of hair wellness, we create clinically tested products for hair growth and provide support for people at every step of their hair journey.

Our multi-factorial approach targets key root causes of hair thinning using a patented blend of standardized vitamins, minerals and natural ingredients -- and is recommended by over 7,500 physicians and hair professionals for trusted, reliable results. We never settle, and are continuously challenging existing treatments and methodologies to advance the frontier of hair science. As we help our customers grow, we grow too -- by embracing individuality and differences, leading by example, and empowering ourselves and others with our passion for wellness and innovation.

Keep growing. It's our mantra. Our commitment to helping anybody and everybody committed to realizing their own potential to grow.

About You:

The ideal candidate is ready to join a rapidly growing team. We are looking for an Operations Associate, who is technically savvy and ready to wear multiple hats. We value strategic thinkers, motivated self-starters with positive attitudes and strong work ethic. You should have superlative organizational and communication skills and a strong eye for quality and detail. We are looking for someone who is very flexible and is willing to work during the weekend.

The Operations Associate will work with third-party fulfillment centers, shipping carrier relationships, customer experience, supply chain team and offshore team.

This is a full-time role with a Tuesday–Saturday schedule (8:30am to 5:30pm ET) to ensure team coverage and support during peak business needs.

Role Responsibilities:

DTC:

• Perform daily fraud-screening on orders flag for secondary verification before releasing.
• To handle and maintain E-commerce, Fraud, Payment Gateway, and 3PL Systems. (Magento, Kount, Authorize.net and PayPal preferred)
• Handle all Fulfillment/Shipping issues and work closely with 3PL vendors.
• Assist and troubleshoot any system issues raised by the customer experience team.
• Triage any new projects and issues internally before escalating it to the development team.
• Ensuring that all orders are being fulfilled and tracking is reported to the system in a timely manner.
• Handle all order errors and returns.
• Liaising directly with the Card Processing Team for account specifics.
• Process and submit documentation for chargebacks.
• Ability to learn and handle the tasks needed for B2B and Retail channels.
• Responsible for ensuring all orders are fulfilled in a timely manner.
• Investigate any potential order and system errors
• General knowledge of handling data
• Ensuring that all orders are being fulfilled and tracking is reported to the system in a timely manner.
  
  

B2B:

• Handle all Fulfillment/Shipping issues and work closely with the fulfillment center.
• Responsible for ensuring all orders are fulfilled in a timely manner.
• Review and release orders that are verified orders.
• Work closely with the Business Services Executive Team for any shipping related issues that the Business Development Manager escalated.
• Triage any new projects and issues internally before escalating.
• Investigate any potential order errors, returns and chargebacks.
  
  

Requirements:

• Bachelor's degree or equivalent combination of education and experience
• 2- 5 years experience in operations and hands-on technical experience
• Knowledge on ecommerce business model (i.e. Fulfillment/Shipping needs, Customer Service, User Experience, business processes, etc.)
• Experience with Kount, Magento, Shopify, Skubana, or Salesforce is a plus
• Strong organizational, time management, communication, process orientation and problem-solving skills
• Some experience in analysis and documentation of functional requirements for ecommerce projects
• Ability to multi-task that can manage several projects under a tight deadline and accommodate any changes
• An entrepreneurial spirit with operational skills to ensure self-directed projects and ideas are seen through to execution
• Ability to interact effectively with internal business teams (Sales, Customer Experience and Marketing, Supply Chain), at different levels of the organization
• In-state and out-of-state traveling required for on-site audits and 3PL visits
• A flexible mindset willing to accommodate the potential need for after hours coverage
  
  

Nutrafol takes into consideration a wide range of factors in final compensation decisions, including but not limited to: skill sets, experience and training, licensure and certifications, qualifications and education, and other business and organizational needs. The listed range is applicable only to the annual base salary and does not include additional perks, benefits, or applicable bonus eligibility comprising the total compensation package.

Salary Range:

$60,000—$65,000 USD

Perks & 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
• Wellness Program, including virtual Wellness Sessions & No-Meeting Wednesdays
• Free meditation app membership (Headspace)
• Free Nutrafol subscription
• Pet insurance discounts and benefits
  
  

California residents may review our CCPA notice here.