The Role
POSITION SUMMARY
The Operations Specialist is responsible for handling a variety of tasks within the operations team, including outbound, inbound, returns, and quality control. This role requires flexibility to adapt to the business's evolving needs and ensure operational efficiency across all areas. The Operations Specialist will work collaboratively with internal teams and our 3PL partners to maintain smooth operations and meet key performance metrics. They must be able to pivot between tasks as needed, ensuring timely execution of duties.
IF YOU ARE INTERESTED, THIS IS WHAT SUCCESS LOOKS LIKE AS OUR OPERATIONS SPECIALIST:
-Communicate outbound issues with internal teams and 3PL partners.
-Support CX inquiries regarding parcel investigations and actioning replacement orders.
-Handle tasks such as line item cancellations and country suspension updates.
-Serve as a point of escalation for CX, PR, and 3PL teams.
-Ensure stock receipts align with PO closures and prevent “ghost styles.”
-Manage quality control inspections for inbound stock, identifying and reporting manufacturing faults.
-Notify the merchandise/buying team of problem stock and recurring issues, maintaining the QC tracker.
-Collaborate with the merchandise team for replenishment stock notifications and sample style shoots.
-Maintain the QC tracker, ensuring accurate records of identified issues and resolutions and lead quarterly training sessions with the 3PL team on QC best practices.
-Work with the 3PL to ensure stock meets quality standards, and report recurring issues to management.
-Manage product repairs, re-tagging, and re-bagging as needed.
-Collaborate with CX to resolve return inquiries, ensuring customer satisfaction through solution-driven responses.
-Maintain the Issues Return Log, ensuring it is accurate, up-to-date, and professional.
Process Australian returns, reconcile mystery returns weekly and process Rejected Returns
COMMERCIAL AND EDUCATION REQUIREMENTS
-College degree preferred
-Strong problem solving skills and attention to detail
-Collaborative in working across teams
-Efficient and accurate
SALARY BANDING: 48-55k
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The Company
What We Do
Princess Polly is one of the fastest growing online women's fashion brands in the USA. We’re a pure play online retailer, delivering trend driven fashion to our social media focused genZ customer. We are dedicated to providing the fastest and absolute best customer experience in the industry.
