Operations Assistant, Customer Care

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    "heading": "Operations Assistant, Customer Care",
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    "description_html": "<span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"color:#000000;\"><strong>POSITION:</strong> Operations Assistant, Customer Care</span><br><span style=\"color:#000000;\"><strong>REPORTS TO:</strong> Manager, Customer Care</span><br><span style=\"color:#000000;\"><strong>LOCATION: </strong>New York, NY (Hybrid)</span><br><br><br><b>OVERVIEW: </b>The Operations Assistant – Customer Care supports the Customer Care Manager by ensuring efficient operational processes, monitoring key performance indicators (KPIs), and facilitating cross-functional communication between the customer care team and warehouse operations. This role is responsible for tracking customer experience metrics such as CSAT, managing operational workflows, and leveraging systems including SAP, eVisibility, Shopify, and Gorgias to maintain seamless order and customer support operations.<br><br><b><i>Why Work With Us? We care about our team members,</i></b><i> and we offer a competitive salary of $51,000.00 - $64,00</i><em>0.00</em><i> benefits such as medical, dental, vision, 401(k), paid time off, employee discounts and much more! </i><br><br><br><b>CORE RESPONSIBILITIES</b><br><b>Operational Support</b></span></span><ul><li style=\"margin-left:8px;\"><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Assist the Customer Care Manager with daily operational activities and process improvements within the customer care function.</span></span></li><li style=\"margin-left:8px;\"><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Monitor workflows to ensure efficient resolution of customer inquiries, order issues, and fulfillment-related escalations.</span></span></li><li style=\"margin-left:8px;\"><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Identify operational gaps and recommend solutions to improve efficiency and customer satisfaction.</span></span></li></ul><br><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><b>KPI Monitoring & Reporting</b></span></span><ul><li style=\"margin-left:8px;\"><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Track and analyze KPIs related to customer experience, including CSAT, response times, resolution rates, and operational performance metrics.</span></span></li><li style=\"margin-left:8px;\"><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Maintain dashboards and generate regular reports for leadership review.</span></span></li><li style=\"margin-left:8px;\"><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Highlight trends, risks, or opportunities and propose actionable recommendations.</span></span></li><li style=\"margin-left:8px;\"><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Cross-Functional Communication</span></span></li><li style=\"margin-left:8px;\"><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Serve as the primary liaison between the customer care team and warehouse operations.</span></span></li><li style=\"margin-left:8px;\"><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Coordinate with warehouse teams to resolve order discrepancies, fulfillment issues, returns, and inventory-related concerns.</span></span></li><li style=\"margin-left:8px;\"><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Ensure timely communication and follow-up across departments.</span></span></li></ul><br><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><b>Systems & Tools Management</b></span></span><ul><li style=\"margin-left:8px;\"><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Utilize and maintain operational systems such as SAP, eVisibility, Shopify, and Gorgias to manage orders, customer communications, and workflow tracking.</span></span></li><li style=\"margin-left:8px;\"><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Support data accuracy and system updates related to customer care operations.</span></span></li><li style=\"margin-left:8px;\"><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Assist in optimizing system usage and documenting best practices.</span></span></li></ul><br><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><strong>CORE REQUIREMENTS</strong></span></span><ul><li><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Bachelor’s Degree in Business or a related field</span></span></li><li><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">2-3 years experience in customer care operations, logistics coordination, or operational support roles.</span></span></li><li><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Strong analytical skills with experience monitoring KPIs and performance metrics (e.g., CSAT).</span></span></li><li><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Familiarity with SAP, Shopify, Gorgias, eVisibility, or similar CRM/ERP systems preferred.</span></span></li><li><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Excellent communication and cross-functional collaboration skills.</span></span></li><li><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Strong organizational skills and attention to detail.</span></span></li><li><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Ability to manage multiple priorities in a fast-paced environment</span></span></li></ul><br><br><br> ",
    "description_text": "POSITION: Operations Assistant, Customer Care\n REPORTS TO: Manager, Customer Care\n LOCATION: New York, NY (Hybrid)\n OVERVIEW: The Operations Assistant – Customer Care supports the Customer Care Manager by ensuring efficient operational processes, monitoring key performance indicators (KPIs), and facilitating cross-functional communication between the customer care team and warehouse operations. This role is responsible for tracking customer experience metrics such as CSAT, managing operational workflows, and leveraging systems including SAP, eVisibility, Shopify, and Gorgias to maintain seamless order and customer support operations.\n Why Work With Us? We care about our team members, and we offer a competitive salary of $51,000.00 - $64,00 0.00  benefits such as medical, dental, vision, 401(k), paid time off, employee discounts and much more!\n CORE RESPONSIBILITIES\n Operational Support Assist the Customer Care Manager with daily operational activities and process improvements within the customer care function.\n Monitor workflows to ensure efficient resolution of customer inquiries, order issues, and fulfillment-related escalations.\n Identify operational gaps and recommend solutions to improve efficiency and customer satisfaction.\n KPI Monitoring & Reporting Track and analyze KPIs related to customer experience, including CSAT, response times, resolution rates, and operational performance metrics.\n Maintain dashboards and generate regular reports for leadership review.\n Highlight trends, risks, or opportunities and propose actionable recommendations.\n Cross-Functional Communication\n Serve as the primary liaison between the customer care team and warehouse operations.\n Coordinate with warehouse teams to resolve order discrepancies, fulfillment issues, returns, and inventory-related concerns.\n Ensure timely communication and follow-up across departments.\n Systems & Tools Management Utilize and maintain operational systems such as SAP, eVisibility, Shopify, and Gorgias to manage orders, customer communications, and workflow tracking.\n Support data accuracy and system updates related to customer care operations.\n Assist in optimizing system usage and documenting best practices.\n CORE REQUIREMENTS Bachelor’s Degree in Business or a related field\n 2-3 years experience in customer care operations, logistics coordination, or operational support roles.\n Strong analytical skills with experience monitoring KPIs and performance metrics (e.g., CSAT).\n Familiarity with SAP, Shopify, Gorgias, eVisibility, or similar CRM/ERP systems preferred.\n Excellent communication and cross-functional collaboration skills.\n Strong organizational skills and attention to detail.\n Ability to manage multiple priorities in a fast-paced environment",
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      "datePosted": "2026-05-18",
      "description": "<span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"color:#000000;\"><strong>POSITION:</strong> Operations Assistant, Customer Care</span><br><span style=\"color:#000000;\"><strong>REPORTS TO:</strong> Manager, Customer Care</span><br><span style=\"color:#000000;\"><strong>LOCATION: </strong>New York, NY (Hybrid)</span><br><br><br><b>OVERVIEW: </b>The Operations Assistant – Customer Care supports the Customer Care Manager by ensuring efficient operational processes, monitoring key performance indicators (KPIs), and facilitating cross-functional communication between the customer care team and warehouse operations. This role is responsible for tracking customer experience metrics such as CSAT, managing operational workflows, and leveraging systems including SAP, eVisibility, Shopify, and Gorgias to maintain seamless order and customer support operations.<br><br><b><i>Why Work With Us? We care about our team members,</i></b><i> and we offer a competitive salary of $51,000.00 - $64,00</i><em>0.00</em><i> benefits such as medical, dental, vision, 401(k), paid time off, employee discounts and much more! </i><br><br><br><b>CORE RESPONSIBILITIES</b><br><b>Operational Support</b></span></span><ul><li style=\"margin-left:8px;\"><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Assist the Customer Care Manager with daily operational activities and process improvements within the customer care function.</span></span></li><li style=\"margin-left:8px;\"><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Monitor workflows to ensure efficient resolution of customer inquiries, order issues, and fulfillment-related escalations.</span></span></li><li style=\"margin-left:8px;\"><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Identify operational gaps and recommend solutions to improve efficiency and customer satisfaction.</span></span></li></ul><br><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><b>KPI Monitoring & Reporting</b></span></span><ul><li style=\"margin-left:8px;\"><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Track and analyze KPIs related to customer experience, including CSAT, response times, resolution rates, and operational performance metrics.</span></span></li><li style=\"margin-left:8px;\"><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Maintain dashboards and generate regular reports for leadership review.</span></span></li><li style=\"margin-left:8px;\"><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Highlight trends, risks, or opportunities and propose actionable recommendations.</span></span></li><li style=\"margin-left:8px;\"><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Cross-Functional Communication</span></span></li><li style=\"margin-left:8px;\"><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Serve as the primary liaison between the customer care team and warehouse operations.</span></span></li><li style=\"margin-left:8px;\"><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Coordinate with warehouse teams to resolve order discrepancies, fulfillment issues, returns, and inventory-related concerns.</span></span></li><li style=\"margin-left:8px;\"><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Ensure timely communication and follow-up across departments.</span></span></li></ul><br><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><b>Systems & Tools Management</b></span></span><ul><li style=\"margin-left:8px;\"><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Utilize and maintain operational systems such as SAP, eVisibility, Shopify, and Gorgias to manage orders, customer communications, and workflow tracking.</span></span></li><li style=\"margin-left:8px;\"><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Support data accuracy and system updates related to customer care operations.</span></span></li><li style=\"margin-left:8px;\"><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Assist in optimizing system usage and documenting best practices.</span></span></li></ul><br><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><strong>CORE REQUIREMENTS</strong></span></span><ul><li><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Bachelor’s Degree in Business or a related field</span></span></li><li><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">2-3 years experience in customer care operations, logistics coordination, or operational support roles.</span></span></li><li><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Strong analytical skills with experience monitoring KPIs and performance metrics (e.g., CSAT).</span></span></li><li><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Familiarity with SAP, Shopify, Gorgias, eVisibility, or similar CRM/ERP systems preferred.</span></span></li><li><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Excellent communication and cross-functional collaboration skills.</span></span></li><li><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Strong organizational skills and attention to detail.</span></span></li><li><span style=\"font-size:11px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Ability to manage multiple priorities in a fast-paced environment</span></span></li></ul><br><br><br> ",
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        "name": "International Cosmetics & Perfumes",
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        "sameAs": "https://www.icperfumes.com/work-with-us/"
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