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 seasonally
• Accrued 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

We are actively accepting resumes from interested candidates who are personable, hardworking, team-oriented and thoughtful. We will train you to excel in personalized customer service in a busy retail atmosphere.

We offer competitive wages, paid time off, bonuses, product discounts, and for eligible employees, health benefits and 401K...plus, and most importantly, the best team around!

Approx. 15-30 hours/week. Flexible schedule is required including 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.

We can't wait to meet you!