Job Description

Operations Associate

Urban Natural Home is an omni-channel retailer with a brick-and-mortar shop in Montclair, NJ and a nationwide e-commerce web site. We specialize in Modern American made furniture and organic mattresses. Every piece we produce is heirloom quality and is promised to be free from harmful chemicals. We pride ourselves on serving our customers with care in our showroom, online, over the phone, and in our customer's homes at delivery,

At Urban Natural, we believe in building authentic relationships with our customers to help create a healthy, well-designed home they will love. We listen to our customers’ individual needs and look to fulfill them to the best of our abilities.

We are a dynamic, growing company and are currently seeking a resourceful and dedicated individual to fill the role of Operations Associate . 

Summary of the Ideal Candidate:

In the Operations Associate role you play a pivotal role in all back office and behind the scenes functions of our business.You have a passion for problem solving and improving systems that can create efficiencies and remove bottlenecks. You have a high level of emotional intelligence that allows you to naturally navigate a diversity of human interactions - including with our clients, logistics partners, or with our vendor/workshop partners.

Your day to day activities will take place after an item is sold -- your responsibility is to ensure items are delivered to the customer and they are satisfied before, during, and after their delivery experience. With the customer always in mind, this role requires big-picture thinking geared towards business development and innovation, along with the ability to be detail oriented and precise with daily operational functions. You will be expected to embrace our company values and overall brand promise and be proactive in identifying opportunities for new efficiencies or opportunities to provide better service to our customers after the sale. Main responsibilities include:

• Reporting directly to our Operations Manager
• Ensure the delivery of goods to our clients and provide post-sale customer care.
• Setting up and managing the logistics of in-home deliveries for all customers
• Purchase order entry and submission
• Ensuring order accuracy
• Creating and following up on claims on any items lost or damaged in transit, liaising with the client regularly until the claim is resolved, ensuring the client’s satisfaction.
• Checking Vendor acknowledgements and invoices for discrepancies/accuracy
• Maintaining inventory - monitor accurate inventory levels to meet customer demands
• Knowledge of our product catalog and the capabilities of our workshop and vendor partners.
• Maintaining Standard Operating Procedures
• Propose innovations to the way we do business to leadership - whether in client experience, administrative processes, or in identifying new partners - in a way that demonstrates an understanding of our brand and overarching business objectives

Qualifications:

• 3-5 years of experience in an operational, administrative, claims, or customer experience role within home furnishings or related retail environments.
• Strong organizational and time management skills
• A passion for providing a positive customer experience 
• Ability to follow and contribute to systems and standard operating procedures.
• Exceptional verbal and written communication skills. You will be speaking directly with clients regarding their orders (post-sale care) over the phone, and online and also communicating our needs with our vendor partners.
• Detail oriented 
• Comfort leveraging technology to support our business needs and customers is required. Familiarity with Shopify, Shopify POS, Stocky (Inventory management), Gorgias (or Similar CRM), and Google Drive are a plus.
• The ability to identify problems to create and implement solutions in a timely manner.
• Available to work in our Montclair, NJ showroom full time for onboarding, with remote work flexibility after training, 40 hours, 5 days per week.

We Offer:

• A competitive salary range $52k-59k + annual performance bonus
• Health benefits including vision and dental
• Paid vacation time
• 401k match, profit sharing when applicable
• Paid training

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