Customer Service Operations Manager

JOB DESCRIPTION

YOU MUST BE PHYSICALLY LOCATED IN NEW YORK CITY IN ORDER TO APPLY FOR THIS ROLE

You will need to have minimum of 3 years of customer services and operational managerial experience wroking with an ecommerce, fashion, retail or CPG brand. 

As the Operations and Customer Service Manager, you will be a key member of our core team and work closely with the Director of Operations and Co-Founders to develop and own day-to-day systems including Customer Service, Warehouse and Inventory management, and overall brand management. In addition, you will also support activities ranging from wholesale, showroom, asset creation, agency support, and more.

In addition to Caraa, our bag and accessory brand, you will also be taking on an array of operational responsibilities of a second brand managed under the same management umbrella called Mercado Famous, founded in 2022 with the mission of bringing the best of Spanish charcuterie for the American consumers. 

Both companies offer a unique opportunity with ample room for growth to learn a wide array of aspects at a unicorn non-venture backed direct to consumer brand

This role is full-time and located in New York City.

Salary range: offer set based on candidate experience and seniority

REQUIREMENTS

What you'll do:

Customer Service

• Maintain the highest level of product knowledge and expertise. Help customers navigate through the shopping, product selection, and sales journey
• Manage interactions across multiple channels including email, text, phone, and social media.

Operations

• Manage all warehouse related systems including inventory management, ASN and return processing, order entry, orders needing attention, showroom samples, and more.
• Assist with website management and new product creation in both Shopify and Contentful systems.
• Lead ongoing digital sample sale and bi-annual activations including in person sample sales.
• Assist with and eventually lead day-to-day wholesale account needs including PO fulfillment, RTVs, invoicing, product knowledge, and more under Wholesale Manager
• Assist Social and operations teams with listening across channels and executing social media strategies including influencer outreach, product seeding, and all current and future brand partnerships.
• Coordinate with an external PR team to help facilitate seeding and ensure all media features are accounted for and that all social initiatives meet brand standards.

Creative: Assist Creative team with content creation and photo and video shoots.

Who you are:

• Have at least 3 years of customer service and operations managerial experience
• Proficient in Microsoft Office and Google Drive Suites
• Exceptional writing and communication skills
• Highly organized with ability to collaborate, self-prioritize, and ask for help when needed
• Are passionate about Caraa and Mercado Famous, our ethos, and our products
• Enjoy working in a fast-paced and ever-changing startup environment
• Desire to learn and take on new challenges
• Desired but not required: experience with Adobe suite

Required Skills:

• Minimum of 3 years of managerial experience in eCommerce, Fashion, Retail or CPG brands
• Proficient in Shopify
• Proficiency in Microsoft Office and Google Drive Suites
• Proficiency in navigating social media channels including Facebook, Tik Tok, and Instagram
• Exceptional writing and communication skills

Desired Skills:

Familiarity with Adobe Creative Cloud suite

Benefits & Compensation:

• Opportunity to sample products from our collection
• Discounts to all Caraa and Mercado Famous products
• Invitation to exclusive CARAA and Mercado Famous social outings & sales events

ABOUT CARAA

We are a New York City-based sport bag and accessory company founded in 2015 by CFDA award-winning designer Carmen Chen Wu and Aaron Luo to re-imagine handbags for modern life. With backgrounds in design and global supply chain, Carmen and Aaron merged their respective expertise in form and function to create Car aa.

Our ethos is simple: to create well-made, versatile, and smart designs that can transition from street to fitness studio, business meeting to dinner, and everywhere in between. The result is the perfect set of hybrid accessories that strike balance between fashion, craftsmanship, and functionalities.

ABOUT MERCADO FAMOUS

Created by 2 serial entrepreneurs in digital commerce and the founders of Caraa, Mercado Famous is sharing the best-kept secrets of Spain with the whole world.

Mercado Famous offers the best quality meat from ecological farms that have been using natural ingredients and humane practices on the Iberian Peninsula for decades. With our backgrounds in sourcing and supply chains, we are able to procure Spain’s best pasture-raised charcuterie at prices that make it an everyday luxury. 

Launched in 2022, we have been featured by Bon Appetit, The New York Times, The Wall Street Journal and the Quality Edit within the first 3 months of the launch, featuring our premium quality and unique taste. Our goal is to change the narrative around Spanish charcuterie. Through accessible pricing, we aspire to introduce to the American consumer to a product that has been historically inaccessible for the masses in a modern, non-apologetic and democratic way.

We bring together a multi-talented team that thinks outside the box, and value diversity and inclusion. We welcome driven and smart individuals of all backgrounds and experiences to apply for this position.