We are seeking a detail-oriented and proactive Operations Specialist to join our Client Experience team. In this role, you will be a key player in managing and optimizing our third-party logistics fulfillment operations, focusing on problem-solving, data analysis, and client satisfaction. You will work closely with our clients to ensure their fulfillment needs are met efficiently and effectively while addressing any issues that arise and leveraging data to drive continuous improvement. This role requires a strong analytical mindset, excellent problem-solving abilities, and the capability to manage multiple projects and client interactions simultaneously.

Responsibilities

• Client Interaction & Support: Act as the primary contact for clients, addressing their inquiries related to fulfillment operations through various communication channels including Slack, email, and phone.
• Fulfillment Management: Collaborate with the warehouse and operations teams to oversee and coordinate fulfillment/logistics tasks, ensuring accurate and timely processing of orders.
• Data Analysis & Reporting: Utilize data analysis to monitor fulfillment performance, identify trends, and generate reports. Use insights to recommend and implement process improvements.
• Problem-Solving: Proactively identify and resolve issues that impact order accuracy, on-time delivery, and overall client satisfaction. Develop and implement solutions with Grip's technology team.
• Project Coordination: Manage client projects and requests using project management tools to ensure timely and effective completion.
• Client Meetings: Schedule and conduct regular meetings with clients to discuss their fulfillment needs and provide updates. Document these meetings with detailed notes and action items.
• Continuous Improvement: Assess current processes and workflows to identify areas for improvement. Propose and implement new strategies and technology to enhance client experience and operational efficiency.
• Proactive Communication: Inform clients of any events or changes affecting their orders or delivery timelines, ensuring transparency and managing expectations effectively.