ROLE: eCommerce Associate

LOCATION: 71 5th Avenue, 2nd Floor, New York, NY 10003

OUR STORY: 

THE WELL is a modern membership-based wellness club designed for busy urban professionals in the heart of New York City. We recognize both the benefits of Western medicine and the wisdom of Eastern healing and have built a science-backed ecosystem for wellness. Our integrative medicine doctors, health coaches, and skilled practitioners work together under one roof to build customized plans uniquely suited to each member and their goals. Opening summer 2019, the 13,000-square-foot club includes a full-service spa with steam and sauna, an organic restaurant and vitamin bar, reflexology lounge, yoga and meditation studios, private training gym and classroom with innovative weekly programming. At THE WELL, your health is integrated, proactive and personalized leading to a more balanced you.

THE WELL: welcome to wellness


THE OPPORTUNITY:
Manage the relationship with our fulfillment partners via regular check-ins, troubleshooting issues, creating process improvements, and more
Analyze shipping costs, fulfillment fees, and damage/return/exchange trends and their impact on margins, developing monthly reports and making recommendations for ongoing improvement
Manage the entire purchase through delivery flow for customers by ensuring timely shipping, quality delivery and tracking via our shopify platform and fulfillment partners
Recap monthly geographic and demographic sales trends, providing further insights to buying and operations team
Supporting buyer in the development of a demand plan for 3- 6- and 12- months, to support production of THE WELL branded goods, and reduce out of stocks
Manage in-bound inventory tracking of shipments from vendors to fulfillment center and report movements to buying team 
Provide excellent and speedy customer service to increase customer satisfaction and engagement
Oversee fulfillment center damage, returns, and exchange processes 
Own all aspects of our ecommerce customer service experience by professionally responding to and resolving any client issues and concerns with our internal teams and fulfillment partners

KEY TRAITS: 

2+ years of experience working in an e-commerce customer service, account management, or supply chain management role
Highly organized with communication, project planning, and relationship management
Analytical with ability to recognize trends and recommend business improvements
Strong ability to multitask and problem solve
Self-starting with ability to take initiative and ownership over their own projects
Excellent written and verbal communication skills
Empathetic customer service lens 

BENEFITS/PERKS: 

Comprehensive benefits package
Full Time & Part Time paid time off
Commuter benefits
Lactation room
Paid Maternity & Paternity leave
Perks, gym & multiple service discounts
Professional Development Workshops
Collaborative & Pet Friendly HQ work environment
EAP & quarterly on-site Support Circles