Operations Associate (Order Processing & Fulfillment)
4 мес. назад
Remote
order processingvendor coordinationlogistics
Role for managing order processing and fulfillment operations remotely in luxury fashion sector.
О компании
- is a luxury fashion and personal styling platform built for ultra-high-net-worth clients in the US market. We manage the full order lifecycle — from procurement and vendor coordination to final delivery — on behalf of clients who expect flawless execution every time. Our operations run 18 hours a day, 7 days a week, across a distributed team spanning multiple countries and time zones. We’re a small, high-performance team where every person has real ownership and visible impact. You won’t be a cog—you'll be the person who keeps the engine running. We move fast, we document rigorously, and we hold ourselves to standards that match the caliber of clients we serve. This is a role for someone who finds genuine satisfaction in precision, thrives in a remote-first environment, and wa
Обязанности
- Take total ownership of the order journey: procurement, payment verification, vendor communication, and dispatch tracking.
- Maintain rigorous documentation: real-time, time-stamped notes and mandatory proof uploads (receipts/screenshots).
- Verify critical data (SKUs, pricing, shipping) to eliminate gaps before final completion.
- Strictly adhere to defined Service Level Agreements (SLAs) at every stage.
- Proactively identify and resolve bottlenecks across teams — you drive issues to resolution rather than passing them along.
- Collaborate with the finance team on payment discrepancies and the customer support team on delivery delays.
- Report system issues to the engineering team with full context so problems get fixed, not just logged.
- Provide clear, structured shift handovers including a log of active escalations and pending cases.
- Hold yourself to a high standard of accuracy across payment verification and vendor confirmations.
- Continuously improve your knowledge of our processes and stay current as they evolve.
- Take feedback seriously and use it to raise your own bar — repeat errors are something you actively work to eliminate.
- Manage vendor relationships and track order SLAs to ensure timely delivery.
- Attempt first-level resolution on stalled orders before escalating to Senior Associates, with a full summary of actions already taken.
- Hand off shifts with structured notes so the next associate can pick up seamlessly.
Другое
- The Operations Associate (OA) is central to how we deliver for our clients. In this role, you’ll take end-to-end ownership of the order lifecycle — from procurement through to confirmed delivery — and you’ll take pride in getting it right every time. You hold yourself to a high bar, communicate clearly under pressure, and treat every order as a reflection of the standard we’ve built. You’ll work closely with teams across merchandising, finance, customer experience, and engineering to keep things moving and resolve issues before they become problems. Domain: Order Lifecycle Management Location: Remote — Based in the Asia Pacific region (India, Philippines, Bangladesh, or similar time zones preferred). Working Hours: Shift-based on a 2-week rotating roster (afternoon and night shifts) within
- This is a metrics-driven role. You’ll be measured on accuracy, timeliness, and documentation quality. 95%+ Accuracy Score & 90%+ Task Error Score within the first 30 days, plus SLA adherence, error rate, and documentation completeness tracked ongoing. Days 1–30: Shadow order processing workflows and build foundational accuracy Days 31–60: Take on full order processing independently; begin managing internal and external communications Days 61–90: Achieve full operational ownership, meet success metrics, and pass the process knowledge assessment with 90%+ accuracy
- Experience: 3–5 years in operations, e-commerce order management, logistics, or a closely related field.
- Detail Orientation: You catch what others miss and find genuine satisfaction in accurate, complete work.
- Clear Communication: You give concise, data-backed updates and flag issues with context, not just alerts.
- Ownership Mentality: You don’t consider an order done until it’s successfully fulfilled and documented.
- Tech Comfort: Comfortable working in order management systems and confident reporting bugs with enough detail for engineering to act on.
- Availability: Able to commit to shift-based work within the 8:30 AM–1:30 AM UTC window, including rotational weekend coverage.