COMPANY: Hae CPG POSITION: Operations Associate ROLE TYPE: Full-time OFFICE LOCATION: Brooklyn, NY, role will be remote but NYC area is preferred About the Company Hae CPG is a collective of operations and supply chain experts leading emerging beauty and wellness brands through their growth journey. With our support, brands have peace of mind, knowing they have access to the full spectrum of operational support, from the nitty-gritty of daily operations to the strategic foresight needed for long-term success. From product conception to the doorstep of customers – we specialize in laying down the foundation of a brand’s business and executing their ideas, so they can focus on their number one priority – growth. Our areas of expertise include inventory planning, production management, 3PL sourcing, retail and e-commerce fulfillment and operations, and transportation logistics. Our team has experience working with and shipping to most retailers in the US and globally, including Sephora, Ulta, Target, Walmart, CVS, Nordstrom, Violet Grey, Goop, Cult Beauty, Mecca, and more. Location We are based in Brooklyn, NY. This role will be remote (NYC-area preferred). Role Description Hae CPG is seeking an Operations Associate to support an exciting new stage of the company and a fast-growing client roster of CPG brands. The Operations Associate will report into an Operations Manager to support the day-to-day initiatives and workflows across e-commerce, retail, logistics, and customer service operations for key clients. You must be both a self-starter with an entrepreneurial mindset and a team player that is willing to roll up your sleeves believing that ‘no task is too big or too small. The role requires stellar communication and relationship building acumen, strong writing abilities, and the ability to understand data. You must be flexible and quickly adaptable, as the needs of the business can quickly evolve. Responsibilities • Support the Ops team in executing day-to-day operations for each client’s e-commerce, B2B, and customer experience channels. • Learn and adapt to the unique workflows, systems, platforms, and supply chain structures of each client. • Collaborate cross-functionally to troubleshoot fulfillment and shipping issues, coordinate with 3PLs, and improve internal processes. • Ensure e-commerce and drop ship orders process on time across all brands; monitor integration issues and target 100% fill rate. • Communicate with 3PL partners to resolve order delays, misships, and lost packages; file carrier claims when needed. • Investigate high-risk/fraud orders; analyze returns and customer service ticket data to identify fulfillment trends and issues. • Log and process wholesale orders via 3PL WMS and EDI systems; review routing guidelines for accuracy and compliance. • Collaborate with 3PL teams to process and pack purchase orders; prepare shipping documentation and submit invoices. • Update order statuses, upload tracking, and input required data into retail portals and EDI platforms. • Manage RTVs, shortages, chargebacks, and inventory QC of returned goods; compile historical data to help reduce future chargebacks. • Build and maintain relationships with 3PL and freight partners to ensure on-time outbound and inbound shipments. • Manage specialty projects, value-added services, and compile BOMs. • Monitor stock levels of finished goods and shipping materials at the 3PL for key clients. • Support customer service operations and reverse logistics as needed • Process and manage special order requests for press, marketing, sampling, and VIPs. • Support with updating sales and inventory reports, freight analysis, and auditing logistics bills. • Flag integration or operational challenges and assist with troubleshooting across brand and vendor teams. • Compile fulfillment and customer service data into internal and client-facing reports. • Create, organize, and maintain SOPs, client documentation, and retail/routing guidelines. Requirements • At least 1+ years in retail/CPG industry, preferably within an operational or customer support function • Excellent interpersonal and communication skills and prioritizes relationship building, able to craft creative, warm, and engaging responses to clients and vendors • Eager to learn new skills and process flows • Detail-oriented, highly organized, and able to multi-task – must be able to keep up with multiple clients, emails, timelines, launches, purchase orders simultaneously and with accuracy and timeliness • The ability to blend creativity and data to strategize the best, efficient, innovative outcomes • Both a dynamic self-starter and a team player with an entrepreneurial mindset, able to self-manage and work independently without handholding • An agile, resourceful problem solver that can adapt within a constantly evolving business • Proven ability to thrive in a fast-paced environment and adapt quickly to new circumstances • Excited about working in a startup with the ability to approach growth like an entrepreneur - this role will have freedom to innovate, and you will have significant impact on the overall growth of the business and the culture and the company • Competency in Microsoft platforms (Excel, Powerpoint, Word), Google platforms, project management tools and the ability to quickly master and implement new applications and systems • Experience in Shopify