Operations Analyst

Goorin Bros. - Cambridge, MA

Full-time

Cambridge, MA

Apparel Manufacturing

About the position

As the Operations Analyst at Goorin, you will play a crucial role in our supply chain team, collaborating with various departments to tackle challenges, enhance processes, and ensure accurate reporting. Your responsibilities will encompass operations, customer support, fulfillment, and global logistics. You will manage customer service operations, ensuring efficiency and a positive experience for our customers. By working closely with our 3PL provider, external partners, and internal teams, you will support fulfillment across e-commerce, retail, wholesale, Amazon FBA, and international channels. Additionally, you will oversee order flows, returns, reporting, and continuously refine workflows to improve operational efficiency. In this role, you will be responsible for resolving help desk inquiries regarding order status, shipping, tracking, and returns with efficiency and professionalism to ensure a seamless customer experience. You will monitor and analyze performance data to identify trends, opportunities for improvement, and areas of concern. Developing and refining workflows to enhance operational efficiency and address challenges in the supply chain will be a key part of your responsibilities. You will work closely with parcel shipping vendors such as DHL Ecommerce, FedEx, and UPS to ensure that domestic and international shipments are delivered on time, resolving any shipment exceptions or issues that arise with shipping providers. Moreover, you will assist in operational cost analysis, time studies, packaging projects, business improvement projects, and reporting to transform Goorin's supply chain. Managing customer returns and partnering with 3PL to ensure timely processing for a positive customer experience will also be part of your duties. You will track and correct mispacks, PO errors, scrap issues, and chargebacks to improve overall operations. Processing internal sample order requests for cross-functional business members, influencers, retailers, and trade shows will be another aspect of your role. You will manage the international document creation for international orders fulfilled out of 3PL and support global logistics in the document creation for international distributors and the distributor sample ordering process. Finally, you will organize, coordinate, track, and monitor 3PL's day-to-day operations and projects to ensure that the flow of inventory is accurately reflected in ERP system data, partnering with production, global logistics, planning, brand protection, and other areas across Goorin as needed to deliver success in the role.

Responsibilities

• Resolve help desk inquiries regarding order status, shipping, tracking, and returns with efficiency and professionalism.
• Monitor and analyze performance data to identify trends, opportunities for improvement, and areas of concern.
• Develop and refine workflows to improve operational efficiency and address challenges in the supply chain.
• Work closely with parcel shipping vendors (DHL Ecommerce, FedEx, UPS) to ensure domestic and international shipments are delivered on time and resolve any shipment exceptions/issues with shipping providers that arise.
• Assist in operational cost analysis, time studies, packaging projects, business improvement projects, and reporting to transform Goorin's supply chain.
• Manage customer returns and partner with 3PL to ensure timely processing for a positive customer experience.
• Track & correct mispacks, PO errors, scrap issues, and chargebacks to improve overall operations.
• Process internal sample order requests for cross-functional business members, influencers, retailers, trade shows, etc.
• Manage the international document creation for international orders fulfilled out of 3PL.
• Support global logistics in the document creation for international distributors and the distributor sample ordering process.
• Organize, coordinate, track, and monitor 3PL's day-to-day operations and projects to ensure flow of inventory is accurately reflected in ERP system data.
• Partner with production, global logistics, planning, brand protection, and other areas across Goorin as needed to deliver success in the role.

Requirements

• Bachelor's degree or equivalent experience.
• Minimum of 2-3 years of experience in supply chain, preferably within an omni-channel sales environment, and 3PL experience.
• Proficiency in Microsoft Office environment, particularly Excel, Outlook, PowerPoint, and database systems.
• Experience with NetSuite / Shopify or similar business operating systems preferred.
• Firm grasp of supply chain, inventory, distribution, business, and management principles.
• Detail-oriented and organized with strong independent follow-through.
• Strong communication skills: including the ability to work in a team environment, give honest, direct feedback, and is a solid verbal and written communicator.
• Meets deadlines, prioritizes appropriately, copes well with change, and maintains composure under pressure.
• Is accountable for results, approaches obstacles proactively and looks for ways to resolve problems and issues.
• Works well both with a team and independently in a remote position.
• Ability to travel as needed for role or team trips.

Benefits

• Salary commensurate with experience and qualifications.