E-Commerce Manager
About Gerson Institute
The Gerson Institute is a 501(c)(3) nonprofit dedicated to providing education, training, and support in the Gerson Therapy, a natural, integrative treatment system for chronic degenerative diseases. Since 1978, our programs have supported patients, caregivers, and medical professionals by empowering them with the tools and knowledge to reverse disease and improve overall health and wellbeing.
Position Summary
The E-Commerce Manager is responsible for the daily execution, management, and continued development of the Gerson Institute’s e-commerce program. This position oversees order fulfillment, shipping, purchase orders, customer service, vendor relations, inventory maintenance, and product listings, while also playing a key role in identifying opportunities to expand and improve the online store.
The right candidate is someone who does not require a high level of direction or supervision, but instead actively looks for ways to improve systems, expand offerings, increase sales, reduce costs, and better serve the Gerson Institute’s global audience. This role requires a proactive, detail-oriented, and self-directed individual who can manage daily operations while also contributing meaningfully to the growth of the department.
Location: Murfreesboro, TN
Schedule: Part-time, non-exempt
Key Responsibilities
Order Fulfillment & Shipping
- Manage the daily execution of incoming orders and prepare packages for carrier shipment by accurately picking, packing, and labeling items using the appropriate shipping materials.
- Verify items to be shipped against work orders to ensure quantities, destinations, shipping methods, and routes are accurate.
- Track and locate lost shipments and assist customers with claims, delayed orders, customs issues, and delivery concerns.
- Communicate with carriers to resolve delivery issues, customs complications, electronic destination discrepancies, and country-specific regulations.
- Process return requests, refunds, replacements, exchanges, or other order-related issues in accordance with department policies.
- Maintain a clean, organized, safe, and efficient fulfillment center and warehouse.
Customer Service & Customer Experience
- Administer the department email inbox and promptly respond, resolve, and manage all issues related to customer satisfaction, product orders, shipments, and returns.
- Handle customer service matters related to products, shipping, order requests, delivery concerns, and general store inquiries.
- Offer additional resources from the online store, website, and educational materials when appropriate.
- Consistently and properly document customer communications and order-related notes in Shopify or the applicable e-commerce/POS system.
- Identify opportunities to improve the customer experience, including clearer product descriptions, improved order inserts, subscription options, simplified international checkout, and better follow-up communication.
- Support enhancements to current products and customer-facing materials, including completing and maintaining educational inserts such as instructional booklets to be included in orders.
Inventory, Purchasing & Vendor Management
- Place purchase orders for products, shipping supplies, and other materials needed to fulfill customer orders within the guaranteed timeframe.
- Receive, verify, and unload incoming materials, comparing packing slips with purchase orders to ensure accuracy of shipments received.
- Maintain strict quality control, organization, and proper storage of all products and supplies.
- Maintain accurate purchase order tracking and inventory records.
- Conduct regular inventory counts, report discrepancies to the supervisor and accounting department, and play an active role in resolving inventory discrepancies.
- Correspond with multiple vendors and maintain professional, positive, and productive vendor relationships.
- Research and recommend new vendors to improve pricing, maintain healthy profit margins, ensure reliable product availability, and support the organization’s mission.
- Strengthen relationships with current vendors and explore opportunities for improved pricing, terms, shipping options, or collaborative product development.
E-Commerce Program Development
- Maintain accurate and up-to-date product details, including online descriptions, images, pricing, turnaround times, inventory status, vendor information, shipping settings, and product availability.
- Identify and recommend new products that align with the Gerson Institute’s mission, educational purpose, and customer needs.
- Monitor product performance, customer feedback, inventory trends, and sales opportunities to help guide future product development and purchasing decisions.
- Work with the marketing department to support sales campaigns, promotions, featured products, seasonal offers, and educational product awareness.
- Utilize available POS and e-commerce system features to improve operations and sales, including subscriptions, bundled products, customer communication tools, international shipping settings, and options for duties and taxes to be paid upfront when available.
- Recommend improvements to the online shopping experience, including navigation, product presentation, checkout process, shipping options, order communication, and customer education.
- Look for opportunities to improve revenue, reduce expenses, increase efficiency, and expand the reach of the Gerson Institute’s educational materials and mission-aligned products.
Operations & Process Improvement
- Work directly with the supervisor to maintain and improve warehouse logistics, fulfillment workflows, inventory systems, and operational efficiencies.
- Follow established department policies, procedures, and objectives while also identifying areas where policies or processes may need improvement.
- Develop, document, and improve internal systems related to fulfillment, inventory, vendor management, customer service, and e-commerce operations.
- Proactively identify problems, propose solutions, and take ownership of approved improvements.
- Demonstrate sound judgment, accountability, and initiative in managing the department’s daily responsibilities and long-term growth opportunities.
- Perform miscellaneous job-related duties as assigned.
Success Measures
This position includes the opportunity for full-time status and advancement based on demonstrated growth and development of the e-commerce program. Growth may be evaluated through factors such as:
- Increased sales
- Improved profit margins
- Expanded product offerings
- Improved customer experience
- Better use of POS and e-commerce tools resulting in enhanced operational efficiency
- Candidate’s ability to work independently with minimal supervision
- New ideas that support the organization’s mission, customer experience, and financial sustainability.
Qualifications
- At least 5 years of ecommerce/fulfillment experience
- Must possess a valid Tennessee driver’s license, reliable transportation, and be authorized to work in the United States.
- Must be physically able to lift up to 50 pounds and crouch, stand, bend, and move throughout the fulfillment area for extended periods of time.
- Proficiency in Shopify, including order management, customer communication, product listings, and fulfillment workflows.
- Proficiency with Zebra printers and related shipping, label, and barcode printing processes.
- Proficiency in Microsoft Office programs, including Outlook, Word, Excel, and PowerPoint.
- Familiarity with postal and commercial shipping methods, carrier platforms, customs documentation, and fulfillment procedures preferred.
- Strong written and verbal communication skills.
- Ability to manage warehouse logistics, maintain inventory accuracy, and improve operational efficiencies.
- Ability to multitask while managing multiple projects, vendors, customer needs, and operational responsibilities.
- Strong problem-solving skills with the ability to troubleshoot issues, recommend improvements, and implement solutions in a team environment.
- Highly organized, professional, proactive, and dependable, with strong relationship-building skills and the ability to work with minimal supervision.
- Associate’s or Bachelor’s degree preferred.
What We Offer
Upon successful completion of 90-day probationary period:
- Paid sick time accrued at the rate of one (1) hour per 30 hours worked, up to a maximum of 40 hours per year. Part-time employees may carry up to 80 hours maximum in their paid sick time bank and may use up to 64 hours per year of paid sick time.
- Upon promotion to full-time:
- 10 paid holidays
- 8 days (64 hours) annual sick time
- 1 day (8 hours) annual personal time
- Vacation Time accrued at 3.08 hours per pay period
Compensation: Starting at$26/hour, depending on experience
How to apply: Interested candidates should submit a resume and cover letter to with “Ecommerce Manager” in the subject line.
The Gerson Institute provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Pay: $24.00 - $26.00 per hour
Benefits:
Work Location: In person
