Operations Assistant, Customer Care

POSITION: Operations Assistant, Customer Care
REPORTS TO: Manager, Customer Care
LOCATION: New York, NY (Hybrid)

The Operations Assistant – Customer Care supports the Customer Care Manager by ensuring efficient operational processes, monitoring key performance indicators (KPIs), and facilitating cross-functional communication between the customer care team and warehouse operations. This role is responsible for tracking customer experience metrics such as CSAT, managing operational workflows, and leveraging systems including SAP, eVisibility, Shopify, and Gorgias to maintain seamless order and customer support operations.

• Operational Support:
  Assist the Customer Care Manager with daily operational activities and process improvements within the customer care function.
• Monitor workflows to ensure efficient resolution of customer inquiries, order issues, and fulfillment-related escalations.
• Identify operational gaps and recommend solutions to improve efficiency and customer satisfaction.

• Track and analyze KPIs related to customer experience, including CSAT, response times, resolution rates, and operational performance metrics.
• Maintain dashboards and generate regular reports for leadership review.
• Highlight trends, risks, or opportunities and propose actionable recommendations.

• Serve as the primary liaison between the customer care team and warehouse operations.
• Coordinate with warehouse teams to resolve order discrepancies, fulfillment issues, returns, and inventory-related concerns.
• Ensure timely communication and follow-up across departments.

• Utilize and maintain operational systems such as SAP, eVisibility, Shopify, and Gorgias to manage orders, customer communications, and workflow tracking.
• Support data accuracy and system updates related to customer care operations.
• Assist in optimizing system usage and documenting best practices.

• Bachelor’s Degree in Business or a related field
• 2-3 years experience in customer care operations, logistics coordination, or operational support roles.
• Strong analytical skills with experience monitoring KPIs and performance metrics (e.g., CSAT).
• Familiarity with SAP, Shopify, Gorgias, eVisibility, or similar CRM/ERP systems preferred.
• Excellent communication and cross-functional collaboration skills.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment