Omnichannel Operations Associate

Title: Omnichannel Operations Associate

Location: Washington, D.C.

Reports to: Caroline Fletcher, Returns Operations Manager

Travel: Occasional travel to brick and mortar locations

Salary: Competitive salary and benefits package based on qualifications; classified as full-time salaried; exempt and not eligible for overtime.

Benefits:
We care about our team and offer benefits that support your health, growth, and work-life balance. This includes medical, dental, and vision coverage, a 401(k) with company match, generous paid time off and holidays, paid new parent leave, day care coverage, a generous employee discount, and other great perks.

Position Overview

The Omnichannel Operations Associate will play a pivotal role in optimizing Tuckernuck’s fulfillment operations for brick-and-mortar locations and ensuring a best-in-class shopping experience for customers across store and international channels. This includes supporting the order submission process to the warehouse, relaying Value-Added Services (VAS) requirements, resolving fulfillment and receiving issues, and monitoring orders to ensure smooth and on time shipping/delivery. The role also involves assisting with reconciling international shipments within SLAs and collaborating closely with cross-functional teams such as Technology, Logistics, Customer Experience, and Finance.

A successful candidate will be a proactive self-starter with strong attention to detail who thrives in a fast-paced, dynamic environment and consistently meets deadlines and goals. The role requires a collaborative mindset and the ability to influence decisions while effectively communicating with stakeholders.

Core Responsibilities

• Support the Omnichannel fulfillment team with store-related operations, including floorset order placing, fulfillment, shipping, and inventory reconciliation.
• Ensure external 3PL partners have the necessary resources to exceed KPIs by providing consistent and clear daily/weekly communications
• Ensure smooth processing and shipping of pickable orders from stores, prioritizing a positive customer experience.
• Assist the Omnichannel Operations Sr. Associate with monitoring and measuring SLAs to ensure contractual metrics for outbound processing and inventory control are consistently met or exceeded for both store and international orders.
• Act as the primary point of contact for international shipping inquiries, providing updates and addressing customer concerns.
• Support the launch of new international markets.
• Collaborate with the Customer Experience team to address and resolve customer-facing issues related to store and international orders.
• Communicate effectively with cross-functional teams, including Technology, Logistics, Customer Experience, and Finance, to relay information and support seamless operations

Minimum Qualifications

• 2+ years of experience in an operations or customer service role, ideally in the ecommerce or omnichannel retail industry.
• 1-2 years of experience with NetSuite or similar ERP systems is required
• Demonstrated affinity for technology and a keen interest in problem-solving.
• Demonstrated understanding of freight expense and carrier selection a plus.
• Natural problem-solver who contributes to a collaborative work environment that encourages creative thinking and innovation.

Knowledge/Skills/Abilities

• Demonstrated history in managing complex projects, with an acute attention to quality.
• Detail-oriented, deadline-driven, and well versed in technical project management.
• Passionate about emerging trends that can enhance the experiences we will deliver in the future.
• Experience guiding cross-functional teams, with the ability to interact with stakeholders at all seniority levels.
• Must have strong communication skills.
• Must be able to grow and cultivate strong working relationships with key vendors in order to scale the business.
• Ability to combine an analytical mindset, creativity, and an entrepreneurial drive to identify opportunities, develop solutions, and implement them effectively.
• A great level of desire to teach, coach, and develop others.
• Be an active team player and believe that “no task is too small” for the benefit of the greater good.

Core Values
The successful candidate will also demonstrate the following core values that inspire the Tuckernuck team to make a difference.

• Teamwork Makes the Dream Work
• Find the Fun
• Stay Authentic
• Respect
• Entrepreneurial Spirit
• Start Strong & Finish Strong
• Have Courage

Tuckernuck is an equal opportunity employer and makes employment decisions on the basis of merit. Tuckernuck policy prohibits unlawful discrimination based on race, color, religious creed, sex, gender identity, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member), sexual orientation, pregnancy, or any other consideration made unlawful by federal, state, or local laws. It also prohibits discrimination based on a perception that anyone has any of those characteristics or is associated with a person who has or is perceived as having any of those characteristics. All such discrimination is unlawful.