E-commerce Operations Specialist (Bethlehem)

About Gregory Packaging

Gregory Packaging is a fourth-generation, family-owned beverage manufacturer founded in 1922. We produce aseptic, paper-based carton beverages across five plants in Pennsylvania, New Jersey, Virginia, Georgia, and Arizona. We own and operate three brands: SunCup 100% juice, GLAS spring water sourced from the Blue Ridge Mountains, and LockerBox Sports Nutrition.

About the Position

We are launching a new direct-to-consumer and marketplace e-commerce business backed by the infrastructure, resources, and stability of an established company. This is a ground-floor opportunity. You will be the first and only dedicated operations hire supporting this business.

Today, the business processes a small number of e-commerce orders each week. Within six months, we expect that volume to increase significantly and expand beyond Shopify and Amazon into additional e-commerce sales channels. The person in this role will manage day-to-day operations while building the systems and processes needed to support growth without adding headcount for every increase in order volume.

This role reports to our Head of Customer Service, who sets day-to-day priorities, with a secondary reporting line to our Growth Platform Lead for e-commerce and channel work. As the channel grows, we expect this role to grow into a management position with it.

If you are looking for a narrowly defined role, this is not it. If you enjoy owning an operation end to end and creating structure where none exists, we encourage you to read on.

Responsibilities

Order Management and Fulfillment

• Monitor and process daily orders across Shopify and Amazon Seller Central, investigating and resolving holds, exceptions, address issues, and flagged or fraudulent orders
• Serve as the primary point of contact for our warehouse and, eventually, our third-party logistics provider. Transmit orders, confirm shipments, and hold fulfillment partners accountable to agreed service levels
• Support the transition from in-house fulfillment to a 3PL by defining operational requirements, coordinating onboarding and system integration, and managing the cutover without disrupting customer orders
• Reconcile inventory across the warehouse or 3PL, Shopify, and Amazon, identifying and resolving discrepancies before they result in oversells or stockouts
• Manage inbound replenishment to the warehouse or 3PL and to Amazon and Walmart fulfillment centers, including shipment planning, labeling requirements, and receiving confirmation
• Coordinate pickup and delivery scheduling for larger wholesale and B2B orders with our plants, carriers, and customers
• Track shipping costs, carrier performance, and delivery exceptions, and file claims for lost, damaged, or delayed shipments
• Process returns and RMAs from authorization through final disposition and refund

Customer Service

• Own all customer communications across email, marketplace messaging, and other support channels while meeting marketplace response-time requirements
• Resolve order inquiries, shipping issues, product questions, returns, refunds, and complaints, exercising sound judgment when exceptions are appropriate
• Onboard new wholesale and B2B accounts, including customer setup in our systems, our vendor registration in theirs, credit applications, and payment terms
• Monitor and respond to product reviews, seller feedback, and marketplace performance notifications
• Escalate recurring product or quality issues with sufficient detail to drive corrective action
• Build the customer support foundation, including response templates, FAQs, policy language, and a help center as volume grows

Channel and Platform Administration

• Maintain product listings, content, pricing, and inventory availability across all active sales channels
• Support the launch of additional web-based sales channels, including setup, onboarding requirements, and integration with existing systems
• Reconcile marketplace and payment processor settlements against recorded sales, including fees, refunds, chargebacks, and reserves
• Respond to and document payment disputes and chargebacks with appropriate supporting evidence
• Coordinate with our finance team on wholesale and B2B invoicing and on past-due follow-up
• Build simple reporting on orders, fulfillment performance, returns, customer support volume, and channel effectiveness

What We Are Looking For

• Two to four years in e-commerce operations, order management, fulfillment, or customer service, ideally in consumer packaged goods, food, or beverage
• Hands-on experience with Shopify and Amazon Seller Central. You have worked in the platforms yourself, not just reported on them
• Comfort with reconciliation work. You can tie a marketplace settlement report back to recorded sales and explain the difference
• Experience coordinating with warehouses, 3PLs, or carriers, and the willingness to follow up until something is actually resolved
• Strong written communication. Most of your customer contact will be in writing and it represents our brands
• Accuracy under volume. Small errors in orders, inventory, and invoices compound quickly
• Self-direction. You will often be the only person who knows how a given process works, because you will have built it

Nice to Have

• Experience onboarding or integrating a 3PL
• Familiarity with EDI, GS1 item data, or retailer and distributor onboarding requirements
• Experience with marketplaces beyond Amazon, such as Walmart, Faire, or specialty retail platforms
• Working knowledge of an email and SMS platform such as Klaviyo
• Background in sports, athletics, hospitality, or club environments

What Success Looks Like

In the first ninety days, orders move through the system without daily intervention, and you can tell us where our process actually breaks.

In the first year, the 3PL transition is complete without disruption to customers, marketplace settlements and inventory are reconciled on a regular cadence, our support foundation exists in writing rather than in one person's head, and order volume has grown without a proportional increase in the work required to handle it.

Gregory Packaging Inc. is an equal opportunity employer.