Operations & Customer Success Manager

Operations & Customer Success Manager

ABOUT THE ROLE

Hotel Lobby Candle, a fast-growing start-up in the home fragrance industry, is actively looking to grow its team. We’re currently seeking a highly motivated and analytical candidate to support the COO in several areas including operations, customer success, and wholesale support.

This role reports directly to the co-founder and COO and offers tremendous growth opportunity for the right candidate who demonstrates a high competency in this role. Ultimately, our goal is for you to master all assigned tasks and roles, and eventually build a team as you take on more responsibility over time.

The ideal candidate for this position understands that working for a start-up requires a different mindset (and a different set of work hours) from most traditional jobs. We are seeking a candidate who can show equal passion and dedication to the long-term success of the business as the founders themselves.

RESPONSIBILITIES

Operations:

• Work with Passport Shipping and Loop Returns to ensure international orders, returns, and exchanges are being processed accurately.
• Process advanced shipment notices (ASN’s) by communicating with suppliers and 3rd party warehouse.
• Track credits due to HLC from our 3rd party warehouse and review monthly billing for accuracy.
• Identify & resolve fulfillment issues by communicating regularly with our 3rd party warehouse and through their proprietary software.
• Stay up to date on all Shopify software updates and implement changes to enhance UX and drive sales.
• Monitor day-to-day order flow in Shopify, identifying orders that require special attention and/or priority service, and working with our 3rd party warehouse to ensure timely and accurate fulfillment.
• Assist COO with ad-hoc requests and sit in on calls as needed.
• Periodically audit tracking information to ensure no customer orders have been lost or unduly delayed.

Customer Success:

• Respond to all customer inquiries and issues in a timely manner providing “5-star” customer service.
• Manage day-to-day communications with shipping carriers as needed to resolve issues.
• Develop and execute strategies to enhance customer retention, loyalty, and drive sales growth within our direct-to-consumer channel.

Wholesale Support:

• Track wholesale invoices for accurate and timely payment.
• Ensure wholesale accounts have new and complete sets of testers on a quarterly basis.
• Communicate with counterparts at wholesale accounts as needed during the fulfillment process.
• Process wholesale orders in SPS Commerce in a timely manner and oversee fulfillment.

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the company.

ABOUT YOU

• You’re open to feedback.
• You think creatively to solve problems and can improve upon current processes and procedures.
• You go above and beyond the call of duty and are able to work overtime when it’s required of you.
• You have a roll-up-your-sleeves/start-up mentality and can wear many hats as needed.
• You’re eager to build and manage a team as we continue to grow.
• You have an interest in new product development, logistics, and inventory management.
• You take independent actions and calculated risks.
• You’re a pro-active, solutions-oriented person, who can take complete ownership of the role.
• You have a “we” not “me” mentality when it comes to working on a team.
• You’re a leader, willing to teach others as you grow within the company.
• You have a positive, go-getter attitude.
• You take initiative and seek increased responsibilities.
• You can work independently and communicate with management effectively.
• You handle pressure well and are comfortable managing multiple tasks at once.
• You’re dependable and trustworthy.
• You’re a quick learner.
• You’re able to be flexible in your role as the needs of the business change.
• You have exceptional organizational and follow-up skills.

REQUIREMENTS

Bachelor’s Degree or higher with a strong GPA.

Fluent in Shopify and/or Shopify Plus platforms.

Fluent in SPS Commerce and processing EDI orders (transmitting ASNs and Invoices)

Must become an expert in navigating our 3rd Party warehouse’s proprietary technology.

Comfortable working outside “normal” business hours and 1-2 hours on weekends.

EXPERIENCE

5+ years in operations at a product-focused direct-to-consumer brand.

2+ years in wholesale operations (EDI/SPS Commerce order fulfillment).

Plus:

Previous experience in a customer service role.

Previous experience at a start-up.

Previous experience growing and managing a team.

Previous experience with Loop Returns, Rebuy, Appstle Subscriptions, Passport Shipping, Asana, and Slack.

TRAVEL

You may be required to travel to our 3rd party warehouse and manufacturers as needed, and assist in wholesale efforts by visiting accounts for product training and merchandising.

COMPENSATION

Competitive compensation based on experience.

Bonus eligible based on individual and company performance.

Ability to work remote. Some in-person work may be required.

Medical, paid vacation, holidays.

HLC is a young and fast-growing company, and all employees are expected to be a positive, contributing member to the HLC Team.

We are an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, gender identity, protected veteran status, or any other status protected by law.