FULFILLMENT JOB RESPONSIBILITIES

This position works alongside and in partnership with the Ecommerce Fulfillment I position to share the responsibilities of online fulfillment and accomplish daily workflows, orders, transfers, and all other fulfillment duties including:

• Work within the Shopify ecommerce platform, specifically for the order management process and online applications related to the order and shipping process
• Communicate daily with Ecommerce Marketing Manager on workflows, orders goals and priorities, space management and organization, and all other duties related to fulfillment
• Manage the daily fulfillment process by printing orders, pulling/organizing products, packing orders, and purchasing and printing custom shipping labels, with an attention to detail and accuracy throughout the process
• Gift wrapping orders when applicable with a personalized note, tailored to the customers request
• Prioritize and prepare in-store pick-up orders and deliver to the store for customer pick-up
• Package and ship in-store shipments, when needed
• Maintain an orderly, organized and clean fulfillment area and inventory
• Vacuum, clean fulfillment area, and remove trash and recycling each Friday
• Weekly review of supply inventory (stickers, boxes, envelopes, thank you cards, wrapping supplies, etc.) Communicate inventory needs with Operations Manager with ample time to re-order
• Assist with the unloading of supply deliveries
• Monitor shipping carrier pick-up times and adjusting workflow as needed
• Open communication at the end of each day with the Ecommerce Marketing Manager and Ecommerce team as needed
  

OTHER JOB RESPONSIBILITIES

• Work with the Operations Coordinator to address any inventory discrpancies, allocations review, customer service needs and periodic physical inventory counts
• Daily management of receipt of all online transfers 
• Responsible for receiving new and restocked inventory,  reorganizing spaces for new product and cleaning shelves as needed
• Assist receiving team with tagging and fold Ski Like a Girl/Apparel as needed
• Assist photographer with preparing, tracking, steaming, and retagging products for both studio and off-site photoshoots.

JOB EXPECTATIONS:

• Excellent oral and written communication skills
• Highly organized, accurate, flexible, innovative, and a positive attitude
• A critical attention to detail and accuracy on orders, inventory count, reporting and organization
• A strong and efficient collaborator and ability to share responsibilities in a job share role
• Tidiness of the fulfillment and online area
• Ability to communicate with teammates in a high-stress environment
• A collaborative approach and willingness to jump in where needed
• Intentional thoughtfulness to uphold the Heyday brand and standards in order accuracy, gift wrapping and timeliness
• Uphold completion of designated tasks and timely order fulfillment
• Embrace Heyday’s core guiding principles
• Must be available during the holiday season of October-December, with limited time off during that period.

WORK CONTEXT

• Work will take place in a fast paced retail and online environment
• Role requires experience and comfort with computers, spreadsheets and applications
• Experience with Shopify platform, retail and fulfillment a plus
• Work will involve moving heavy boxes and standing on your feet most of the day
• Schedule Monday-Friday with the possibility of weekends

COMPENSATION + PERKS

• Hourly, non-exempt
• 30+ hours per week, varying as needed seasonallyAccrued PTO Policy
• Health Benefits including major medical, dental, vision, accident and ST disability, varies depending our hourly eligibility 
• 401K with employer match (upon eligibility) 
• Discretionary Profit Sharing (upon eligibility)
• Monthly bonus incentives
• Generous employee discount 

Probation Period: 1 year

To Apply: Send resume and cover letter to amanda@heydaybozeman.com
Deadline: Open until filled

The Ecommerce Operations Coordinator reports to the Ecommerce Marketing Manager and plays a key role in the support of the overall growth of the online business. This includes the maintenance of physical online inventory; updates to website product listings and collection catalogs; and operating as the direct point of contact for online customer service.

Job Responsibilities

PHYSICAL INVENTORY MAINTENANCE

• Prepares weekly allocations reports based on online sales and inventory levels and makes recommendations for buying and allocation needs
• Works in collaboration with the Inventory Manager for requesting and receiving product transfers between the brick and mortar and online store
• Careful monitoring of invalid orders, inventory errors and discrepancies
• Functioning as a team lead in quarterly and January physical inventory cycle counts for online products including creating and implementing a project plan and as a liaison to the Inventory Manager

WEBSITE INVENTORY MAINTENANCE

• Manages and maintains the online product catalog and ensures proper mapping links between RICS inventory management system and Shopify. This includes maintaining data integrity, error, invalid orders and SKU management.
• Creates and maintains product listings with attention to Search Engine Optimization, product descriptions and organization, merchandising within collections, and publishing, while maintaining the brand voice
• Works alongside Ecommerce Marketing Manager to create, maintain, and merchandise seasonal and specialty collections to support marketing campaigns
• Provides photographer with direction as it pertains to product photography 

CUSTOMER SERVICE

• Manages customer service inquiries and responds to emails and messages in a timely and professional manner
• Directs customer inquiries to the proper channels within the business
• Creates and maintains customer service ticket management system, including automation of replies and organization.
• Process and track returns, refunds, and exchanges, ensuring requests are resolved promptly and to the customer’s satisfaction.
• Maintains clear communication and collaboration with Inventory Manager for updates and adjustments to online inventory levels
• Adhere to the quality customer service standards of the organization
• Communication with fulfillment coordinator on customer service needs

CUSTOMER EXPERIENCE MANAGEMENT

• Operates as the direct point of contact for order and product related customer service inquiries.
• Manage and respond to customer inquiries via email, phone, and chat in a timely, professional, and brand-appropriate manner.
• Handle inbound and outbound customer phone calls, ensuring every interaction is positive and solution-focused, and leaves customers feeling valued.
• Proactively follow up on outstanding customer tickets to ensure complete and positive resolutions.
• Maintain and optimize the customer service ticketing platform, including automation, template creation, and ongoing system organization.
• Write, maintain, and update customer communication templates to ensure accurate and engaging messaging in Gorgias macros and assure consistency with the website
• Collaborate with Fulfillment and Receiving teams to manage custom requests, special orders, and shipping issues.
• Monitor and track customer service trends and recurring issues, proactively identifying areas for improvement and escalating complex cases or systemic challenges to management.
• Handle escalated cases, involving the owner when necessary, to deliver resolutions that maintain customer satisfaction and brand integrity.
• Analyze customer service data to identify process improvements and customer experience enhancements.
• Maintain alignment with quality service standards and uphold a customer-first approach across all interactions.

OTHER

• Engages in general operations-related duties to support the ecommerce team
• Serves as support for Fulfillment team during high volume days and seasonally as needed
• As needed, coordinates specific projects such as annual physical inventory, workspace optimization, site moves, etc.
• Weekly meetings and project reporting, as needed

JOB EXPECTATIONS

• Requires effective and professional communication with team members, cross-functional partners, and outside vendors
• Be collaborative, and support team members and cross-functional partners
• Attention to detail and highly effective organizational skills
• Ability to create, maintain, and modify processes to best meet the needs of the ecommerce team and business as a whole
• Willingness to be a flexible and nimble self-starter, moving from one task to the next and adapting to changing circumstances
• Ability to set and meet reasonable goals and timelines to accomplish tasks and ensure efficiency throughout multiple projects at one time
• Driven to support a fast-paced and growing ecommerce retail team and strategy
• Desire to remain up-to-date and engage in continuing education on industry trends in ecommerce, customer service, and inventory management
• Perform with an optimistic and solution-oriented approach to issues and obstacles
• Possess the expertise to work effectively within both RICS and Shopify platforms, as well as a willingness to learn new app integrations and tools
• Prioritize schedule and manage time for deliverability of project goals

QUALIFICATIONS + EXPECTATIONS

• Experience in ecommerce, retail, inventory management and/or Shopify a plus
• Ability to work with various applications and software supported by Shopify, or similar ecommerce platforms
• Excellent copywriting skills required
• Experience in customer service, especially retail
• Extremely detail-oriented, flexible and able to work in a fast-paced environment simultaneously contributing to multiple projects each with multiple deadlines.
• Uphold completion of designated tasks as needed by ecommerce marketing manager
• Ability to be creative and technical with a strong attention to detail
• A curious learner and eager to collaborate
• Ability to respond effectively and appropriately to feedback
• Excellent oral and written communication skills
• Highly organized, accurate, flexible, innovative, and a positive attitude
• Tidiness of workspace and common areas
• Thrives in a team centric environment
• Positive communication with teammates in a high-stress environment
• Collaborative approach and willingness to jump in where needed
• Intentional thoughtfulness to uphold the Heyday brand and standards
• Embrace Heyday’s core guiding principles
• This is a full-time,  in-house position (remote work won’t be considered)
• Must be available during the holiday season of October-December, with limited time off during that period

COMPENSATION + PERKS

• Full-time, hourly position (Monday-Friday)
• 40 hours per week, varying as needed seasonally
• Accrued PTO Policy
• Health Benefits including major medical, dental, vision, accident and ST disability 
• Discretionary Profit Sharing (upon eligibility) 
• 401K with employer match (upon eligibility) 
• Monthly bonus incentives
• Parking reimbursement
• Generous employee discount 

Probation Period: 1 Year
To Apply:  Please send cover letter and resume to amanda@heydaybozeman.com
Deadline: Open until filled

Maintains a positive, engaging, and efficient atmosphere for the sales team, assists the Store Manager in overseeing the retail sales floor including expertise at the point of sale, customer service, hiring and training, and continual staff engagement and team building.

JOB RESPONSIBILITIES

Supervise and demonstrate the Heyday Experience

• Create and demonstrate the “Heyday Experience” for all customers
• All customers are greeted with eye contact and friendly demeanor as they enter the store
• Cheerful, energetic and helpful interactions with all customers
• Personalized shopping for each customer when needed
• All customers thanked for their visit as they leave the store
• Understand and model superior Sales Associate responsibilities and behavior
• Understand, effectively utilize, update and troubleshoot RICS Point of Sale 
• Maintain a thorough knowledge of Heyday vendors and products
• With Store Manager, set procedure and organize all retail procedures including:
• Special Orders
• Returns/Exchanges
• Shipping
• Co-author and implement new processes and procedures for sales team
• Attend weekly one-on-one meetings with Store Manager
• Support Store Manager in the hiring and interview process
• Seamlessly execute all telephone orders and requests from customers
• Assist Store Manager with in-store shipping needs
• Assist Store Manager with customer updates in RICS Point of Sale, as needed
• Support inventory and receiving team in cycle and physical inventory counts

SUPPORT SALES TEAM

• Maintain positive, trusting and supportive sales team atmosphere 
• When Store Manager isn’t present, designate roles and projects for Sales Team
• Help determine and coordinate break times and project times
• When Store Manager isn’t present, act as liaison between different departments
• Ensure all opening and closing procedures are upheld 
• Update to-do lists and notifications in Daily Log
• Participate in and report back on weekly receiving/merchandising meetings
• Actively participate and help lead biweekly sales team meetings
• Oversee and research new vendors and products
• Perform procedural training for new staff and on-going training for current staff
• Assist Store Manager in creating and/or modifying the staff schedule, as needed
• Oversee and communicate with Operations Manager when inventory of supplies including gift wrapping, shipping, office, and cleaning supplies are needed
• Consistently maintain sales team break room including cleaning and stocking staff pantry as needed

JOB EXPECTATIONS

• Excellent oral and written communication skills
• Highly organized, accurate, flexible, innovative, and a positive attitude
• Collaborative approach and willingness to jump in where needed
• Maintain professionalism and confidentiality
• Intentional thoughtfulness to uphold the Heyday brand and standards
• Embrace Heyday’s core guiding principles
• Curiosity for leadership growth and development
• The goal is to have a sales floor lead “on” at all times. The schedule will likely be Sunday-Thursday, varying during the promotional periods or holiday season.
• Must be available during the holiday season of November-December, with limited time off during that period.

WORK CONTEXT

• Work will take place in a fast paced retail environment
• Role requires experience with customer service and working collaboratively with teammates
• Work will involve standing on your feet most of the day and occasionally lifting heavy boxes

COMPENSATION + PERKS

• Hourly, non-exempt
• 30-35 hours per week varying as needed seasonally
• Accrued PTO Policy
• Health benefits including major medical, dental, vision, accident and ST disability, varies depending on hourly eligibility 
• 401K with employer match (upon eligibility) 
• Discretionary Profit Sharing (upon eligibility) 
• Monthly bonus incentives
• Parking reimbursement
• Generous employee discount 

Probation Period: 1 Year

To Apply:  Send resume and cover letter to andrea@heydaybozeman.com

Deadline: Open until March 31, 2025

We are always accepting resumes from interested candidates who are personable, hardworking, team-oriented and thoughtful.

Must be available to work evenings and weekends.

Please deliver your resume, cover letter and availability to 7 W. Main Street in Downtown Bozeman, or submit your information by email to andrea@heydaybozeman.com.