Operations Support/Administrative Assistant

Bilingual Spanish/English Strongly Preferred

Mr. Hankey's Toys (Safewayz LLC) National City, CA (On-Site) Full-Time Starting ~$20/hr

About the Role & Our Company

Mr. Hankey's Toys is a growing manufacturer and e-commerce retailer of premium silicone adult novelty products (dildos and related items). This full-time role is the operational backbone of our business — supporting customer service, order fulfillment, wholesale accounts, shipping logistics, quality control, and e-commerce marketplace activities.

Important: This position involves direct work with our adult product line, customer communications about these products, and coordination with our production artists. Candidates must be comfortable working in an adult-oriented industry and with silicone adult toys. We ask all applicants to confirm this during the application process.

The role requires strong organization, attention to detail, and the ability to juggle multiple priorities in a fast-paced environment. Many of our production artists speak primarily Spanish, so bilingual Spanish/English skills are a huge plus and will help you succeed in supporting the team.

Key Responsibilities

Customer Service & Account Management

• Manage high-volume customer emails: order status inquiries, changes, address corrections, shipment consolidations, cancellations, refunds, discounts, and product questions/recommendations.
• Process returned and undeliverable packages; coordinate reshipments, replacements, and warranty claims while maintaining detailed resolution records.
• Communicate with shipping carriers (FedEx, USPS, etc.) for address corrections, delivery status, tracking, and claims submission.
• Create and manage customer-specific promotional/discount codes and provide excellent service to ensure satisfaction.

Order Processing & Fulfillment

• Print, code, and highlight production orders with formulas, quantities, firmness levels, colors, and special requests. Pre-fill shipping details (weights, box sizes, carrier selection).
• Review all pending outgoing orders; conduct daily walkthroughs of shipping/fulfillment areas to identify rushed, priority, or delayed orders and ensure timely shipment.
• Verify customer shipping information and address accuracy prior to label creation. Fill out customs forms and commercial invoices for domestic/international shipments.
• Assist production staff and artists with order clarifications; perform QC inspections on replacement products and measure firmness for quality verification.

Wholesale & Retail Operations

• Process wholesale and retailer purchase orders (POs) and provide timely status updates to retail partners.
• Create and maintain wholesale worklists, production schedules, and order tracking documentation in OrderSpace.
• Generate invoices and maintain organized records of active and completed wholesale orders.
• Manage e-commerce orders, customer accounts, modifications, refunds, and discounts in Magento.
• Assist with Amazon FBA operations: inventory preparation, shipment creation, fulfillment coordination, and creating/supporting Amazon product listings. Support seasonal sales events (BFCM, etc.).

Software & Administrative Support

• Process payments, refunds, and transaction reviews through PayPal and Braintree.
• Maintain Excel spreadsheets for order tracking, wholesale schedules, inventory records, production reports, and operational documentation. Support cross-functional team coordination.

Requirements & Qualifications

• Experience: 1+ years in customer service, order processing, e-commerce/fulfillment operations, administrative support, or similar role (retail, manufacturing, or warehouse environment preferred).
• Technical Skills: Strong proficiency with Microsoft Excel and Word.
• Experience with e-commerce platforms (Magento), shipping software (ShipStation), order management systems (OrderSpace), and payment processors (PayPal/Braintree) a plus. Training available for the right candidate.
• Language: Bilingual Spanish/English is strongly preferred due to frequent coordination with our Spanish-speaking production artists. English fluency required.
• Core Competencies: Exceptional attention to detail, organizational skills, and ability to multitask and prioritize in a high-volume, deadline-driven environment. Solutions-oriented and proactive.
• Industry Comfort: Must be 18+ and comfortable working directly with adult novelty products (silicone dildos and related items) and in an adult-oriented business. This is non-negotiable for team fit. Please include in your resume or cover letter. Applicants missing this information will not be contacted.
• Work Style: Reliable, punctual, team player with excellent written/verbal communication. Ability to work on-site in National City, CA and perform physical tasks (walking shipping areas, package handling).
• Education: High school diploma or equivalent required.

What We Offer

• Competitive hourly pay starting around $20.00 (higher depending on experience and qualifications).
• Healthcare, Dental, 401k, and Vacation Pay
• Full-time, stable position with a wide variety of daily tasks — no monotony.
• Opportunity to contribute directly to a growing company.
• Supportive, collaborative team environment focused on quality, efficiency, and customer satisfaction.
• Meaningful role with visible impact on daily operations, wholesale partner relationships, and end-customer experience.

How to Apply

Please apply directly through Indeed with your current resume and a brief cover letter or note. In your application, please:

• Confirm you are comfortable working with adult novelty products / in the adult toy industry.
• Highlight any relevant experience with Magento, ShipStation, OrderSpace, Excel, PayPal/Braintree, or similar tools.
• Mention your Spanish language skills if applicable.

We will be reviewing applications on a rolling basis and look forward to finding the right addition to our operations team!

Company site: www.mrhankeystoys.com (18+ only). Please do not contact us through the website or our direct email.

Pay: From $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Application Question(s):

• Are you comfortable working in an adult novelty / silicone toy manufacturing and retail environment?
• Do you have experience with any of the following platforms? Magento, ShipStation, OrderSpace, PayPal, Braintree, Amazon Seller Central / FBA

Work Location: In person