Assistant Manager, Operations & Customer Service

COMPANY DESCRIPTION

RéVive™ is a luxury skincare line founded by noted Plastic and Reconstructive Surgeon Dr. Gregory Brown in 1997. Inspired by patented and Nobel Prize Winning science, RéVive's products are scientifically formulated to reduce visible signs of aging with Bio-Renewal Technology. RéVive™ can be found at reviveskincare.com, select specialty stores and luxury online retailers in the US, UK, and globally.

JOB SUMMARY

This position is responsible for liaising with our 3rd party customer service team to manage end consumer inquiries, website orders and any associated needs for that channel as well as orders for several other channels (see below). While not directly handling customer service, they serve as the key liaison between the 3PL customer service team, our warehouse and internal brand teams, ensuring customer issues are properly escalated and resolved. They need to have a comprehensive understanding of our product assortment and benefits, our website functionality, customer shipping requirements, warehouse processes & our loyalty program. This position will work directly with our 3rd party warehouse to manage all of their shipments. They will prepare and provide reporting on inventory, customer inquiries & returns/reshipments.

Responsibilities:

Customer Service:

• Serve as the key contact for the 3rd party customer service team and the primary liaison with the warehouse. Receive and review customer inquiries and issues escalated by the 3PL customer service team, then coordinate with the warehouse and relevant internal stakeholders to ensure timely resolution
• Manage warehouse work orders and e-com GWP (Gift with Purchase) orders, coordinating with the warehouse team for assembly, packing and shipping execution
• Handle product exchanges, liaising between the 3PL customer service team and the warehouse to ensure timely exchange processing
• Maintain customer service inquiry tracker based on information received from the 3PL customer service team and review to detect any patterns or trends in customer issues
• Provide monthly reporting on customer service inquiries as well as returns & reshipments including product & customer information, cost & issue
• Work to automate processes and increase efficiencies while enhancing the customer experience
• Maintain comprehensive product knowledge to effectively support the 3PL customer service team with product-related inquiries and ensure accurate information is communicated to customers.

E-Commerce Order & Channel Management:

• Manage all E-commerce orders across DTC, TTS, Amazon and 3rd Party E-Commerce channels through Shopify, including daily review for fraud & coordination of shipment with 3rd party warehouse
• Monitor the status of all E-commerce orders to ensure warehouse SLA is being met
• Contact shipping partner to resolve shipment inquiries/issues & investigate shortage/damage claims with third party warehouse team. Dispute/respond with evidence for all chargebacks within the necessary timeframe
• Manage FAQs page on the website
• As needed, assist Distribution Team in coordination of any E-commerce initiatives with third party warehouse team, including but not limited to: Kit assembly, any gift or promotional packaging coordination, managing packaging supply levels, shipping cutoffs, order forecasts.

SPA & Boutique Order Management:

• Manage order processing for SPA and boutique channels, review orders received, provide feedback, confirm PO in customer portal if needed, solicit changes where needed
• Manage Shopify Wholesale platform, including customer setup and product setup for wholesale accounts
• Set up new customers
• Provide weekly stock inventory updates to necessary stakeholders and manage inventory status & allocations on all order platforms
• Provide warehouse with any necessary instructions for processing, packing, labeling and shipping.
• Maintain a thorough understanding of all customers' shipping instructions & requirements. Coordinate pickups with warehouse & customer for those who will arrange their own freight.

Requirements:

1. Undergraduate degree in supply chain, sales administration, business administration, or a related field preferred.
2. 3-5 years of direct experience, in a consumer goods industry (beauty is a plus), with: e-commerce and wholesale/boutique order management, international shipping, working with a 3rd party warehouse (3PL), and Shopify / Shopify Wholesale platform experience.
3. Demonstrated experience collaborating in a corporate setting with cross-functional teams (e.g., marketing, product development, and supply chain).
4. Experience liaising with 3rd party customer service teams and coordinating with warehouse and internal stakeholders to resolve escalated customer issues with professionalism.
5. Strong product knowledge aptitude — ability to quickly learn and communicate product assortment, benefits and specifications to support the 3PL customer service team.
6. Knowledge of compliance regulations related to customer service and sales operations (e.g., protecting customer data).
7. Proficient in Microsoft Excel, with skills including V-lookups and pivot tables.
8. Outstanding verbal and written communication abilities.
9. The ideal candidate should be a detail-oriented, enthusiastic, and resourceful person who demonstrates strong initiative, excellent time management, and effective prioritization skills.