Customer Service & Operations Associate

Job Description

Customer Service & Operations Associate\n

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Location: Brookline, MA

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Department: Customer Service & Operations

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Reports To: Logistics Manager

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Employment Type: Full-Time

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Hourly: $20-$22

Position Summary\n

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The Customer Service & Operations Associate supports Topdrawer’s customers, retail stores, and wholesale partners by ensuring orders, inventory, payments, shipments, and customer inquiries are handled accurately and efficiently. This role works cross-functionally with Customer Service, Retail, Wholesale, Operations, and other internal teams to provide a seamless customer experience and support the day-to-day operational needs of the business.

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The ideal candidate is highly organized, detail-oriented, customer-focused, and comfortable working in a fast-paced retail environment. This person should be able to manage multiple priorities, learn new systems quickly, communicate effectively, and take ownership of tasks from start to finish.

Key Responsibilities\n
\nCustomer Service\n

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• Provide timely and professional support to retail customers through phone, email, chat, and other customer service channels.

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• Develop and maintain positive relationships with customers by understanding their needs and providing thoughtful, solutions-oriented support.

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• Demonstrate strong product knowledge and confidently communicate product features, availability, and relevant information to customers.

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• Represent Topdrawer positively and serve as an advocate for the brand in all customer interactions.

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• Escalate customer issues appropriately and work collaboratively with internal teams to resolve them.

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Order & Operations Management\n

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• Accurately enter, maintain, and process sales orders and transfer orders within the company’s order management/ERP system.

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• Ensure order information is complete and accurate, including products, quantities, pricing, payments, shipping information, and related details.

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• Support wholesale customer service activities, including order confirmations, payment processing, shipment coordination, and follow-up.

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• Assist with inventory replenishment for Topdrawer retail stores.

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• Follow established operational procedures and maintain accurate documentation and records.

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• Identify discrepancies or operational issues and communicate them promptly to the appropriate team members.

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• Support process improvements that increase accuracy, efficiency, and the overall customer experience.
  

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Cross-Functional Collaboration\n

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• Work cooperatively with Retail, Wholesale, Operations, Customer Service, and other departments to achieve shared business objectives.

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• Build trust and effective working relationships with internal and external customers.

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• Communicate relevant order, inventory, and customer information clearly and proactively.

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• Support additional operational projects and responsibilities as business needs evolve.
  

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Core Competencies\n

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Customer Focus

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Understands customer needs and looks for opportunities to improve the customer experience. Establishes and maintains effective relationships with both internal and external customers.

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Collaborates

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Works cooperatively with others to achieve shared objectives. Builds trust and maintains positive working relationships across teams.

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Action Oriented

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Takes initiative and approaches opportunities and challenges with urgency, energy, and enthusiasm. Follows through on commitments.

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Plans and Aligns

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Effectively plans, prioritizes, and organizes work to meet commitments and support organizational goals.

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Nimble Learning

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Learns quickly when faced with new situations, systems, or responsibilities. Is comfortable taking on unfamiliar tasks and applying lessons learned to future work.

Required Qualifications\n

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• 1+ year of professional experience in customer service, sales, operations, retail, wholesale, consumer products, or a closely related field.

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• Experience working in a retail, wholesale, consumer products, or similarly fast-paced business environment.

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• Experience with an ERP, order management, inventory management, or comparable business system required.

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• Strong computer literacy, including proficiency with Microsoft Office applications, particularly Excel.

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• Strong written, verbal, and active listening communication skills.

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• Exceptional attention to detail and accuracy.

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• Strong organizational and time-management skills with the ability to manage multiple priorities.

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• Ability to establish and maintain positive relationships with customers and colleagues.

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• Ability to learn new systems, processes, and product information quickly.

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• Ability to exercise sound judgment, maintain confidentiality, and handle customer and business information appropriately.
  

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Preferred Qualifications\n

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• Experience supporting both retail and wholesale customers.

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• Experience with sales orders, transfer orders, inventory replenishment, payments, or shipment coordination.

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• Knowledge of the retail industry and/or consumer products business.

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• Experience working with an ERP or order management platform in a customer service or operations capacity.
  

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Working Environment & Schedule\n

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• This is a full-time, primarily on-site position based at Topdrawer’s Brookline, Massachusetts office.

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• The position is expected to work from the Brookline office a minimum of four days per week.

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• The role requires regular collaboration with colleagues across departments and may involve shifting priorities based on business needs.

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• Topdrawer is committed to providing reasonable accommodations to qualified individuals with disabilities and to complying with all applicable federal, state, and local employment laws.
  

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Equal Employment Opportunity\n

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Topdrawer is an equal opportunity employer. We are committed to providing equal employment opportunities to all qualified applicants and employees and prohibit discrimination and harassment based on any characteristic protected by applicable federal, state, or local law.

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We believe a diverse and inclusive workplace strengthens our team and our business, and we welcome individuals with a wide range of backgrounds, experiences, and perspectives.

Compensation & Benefits\n

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Topdrawer is committed to offering competitive compensation and benefits based on the position, qualifications, experience, and applicable market considerations.

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Eligible employees may have access to company benefits, which may include health and dental insurance, retirement benefits, paid time off, employee discounts, and other company-sponsored programs, subject to applicable plan terms and eligibility requirements.

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• Topdrawer reserves the right to modify job responsibilities, requirements, compensation, and benefits in accordance with business needs and applicable law.

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