Olfactory NYC offers a unique, bespoke experience in personal scent creation - allowing guests to combine fine fragrance with their individuality! We partner with world-renowned perfumers and use the highest quality oils to create one-of-a-kind fragrances that are as unique as each one of us.
About the role
You'll set up and own the full online order lifecycle: picking, packing, shipping, returns, inventory, and customer inquiries. In this role you'll help define the processes, document the playbook, and make sure orders go out accurately, on time, and with the service our customers expect.
What you'll do
- Setting up workflows from the start for fulfillment center in Philadelphia
- Own the order lifecycle from placement to delivery, ensuring accuracy and timeliness
- Manage inbound and outbound customer communication across all channels
- File and track shipping claims, damaged-goods reports, and order discrepancies with carriers
- Investigate and resolve escalations by identifying root causes and coordinating fixes
- Monitor and maintain processing times on orders, returns, and tickets — proactively managing queues
- Order inventory and supplies for the fulfillment operation
- Manage production and fulfillment of wholesale orders
- Document and refine shipping processes as the operation scales
- Maintain quality control on all items and orders
- Support the retail store on operations and customer service when needed
- Learn and apply new products, systems, and processes as the business grows
What we're looking for
- Strong organizational skills and attention to detail
- A proactive, ownership mindset. You spot issues before they become problems, and you're comfortable building structure where none exists yet
- Comfort with ecommerce/fulfillment tools (Shopify, ShipStation, or similar a plus)
- Clear, professional communication
- Flexibility to work some weekends as order volume requires
Compensation & Benefits
- Medical, dental, and vision (UnitedHealthcare Oxford)
- 401(k) 3% minimum contribution
- Paid time off (5 days)
- Paid sick time (40 hours, effective immediately)
Pay: $22.00 - $26.00 per hour
Benefits:
- 401(k)
- Employee discount
- Health insurance
Experience:
- Customer service: 3 years (Preferred)
Ability to Commute:
- Philadelphia, PA 19102 (Required)
Willingness to travel:
Work Location: In person
