Ingrid & Isabel Careers - Operations & Customer Service Associate

Position Description

Reporting into the VP of Operations, this role is a resourceful, high energy, Operations and Customer Service Associate for the B2B and B2C channels of Ingrid & Isabel and Isabel Maternity by Ingrid & Isabel brands. The position is responsible for supporting day-to-day operational management of B2C and B2B channels from order generation to fulfillment and billing as well as returns and customer service.

Strong candidates are those who are comfortable in a fast-paced, entrepreneurial environment, are detail-oriented and self-directed, as well as have expert communication and problem-solving skills to work across all levels of the organization internally and externally. With a customer-centric mindset, you will supervise an external partner network and go above and beyond to build trust, provide cross-functional support, meet customer demands, and elevate the function with on demand business analysis. You will maintain and develop performance monitoring to ensure that we are beating service levels and KPI’s, making adjustments to schedules as needed.

Escalations will be managed in a professional manner with root-cause(s) shared with your Manager and relevant cross-functional teams. You will support business partners with respect to reporting trends and identifying opportunities to improve efficiencies. You will partner cross-functionally on completing assigned tasks, benchmarking procedures, and ensuring that teams are current on new releases. You will manage the customer service helpdesk and be responsible for customer service escalations, taking actions as necessary based on policies.

Key Responsibilities

  • End-to-end order management from generation to fulfillment as well as returns and customer service
  • Work closely with Operations and 3PL warehouse team, ensuring clients are serviced promptly and order issues are resolved quickly.
  • Monitor interactions with customers to ensure brand integrity, messaging, and service standards are on point
  • Proactive and creative problem solving and analysis with a critical eye for detail
  • Develop key relationships with internal and external partners: Operations, Planning, Sales, E-Commerce & Marketing, Merchandising, 3PL Warehouse
  • Delivers accurate reporting, planning, forecasting and decision support tools to aid order management and customer service

Qualifications

  • BA/BS degree required
  • Minimum 2+ years experience in a retail/wholesale apparel business or consumer packaged goods industry. Background in customer service, planning, sales, or merchandising preferred
  • Strong organizational, project management and prioritization skills required
  • Strong Microsoft Excel skills; NetSuite and Shopify experience is a plus
  • Ability to grow with this job and advance in title and responsibility

A competitive compensation package will be offered including base salary, medical, dental, vision, Flexible Spending Account, and 401k benefits. Post Covid, this job may require light travel.

About Ingrid & Isabel, LLC

Ingrid & Isabel, based in San Francisco, is the leading apparel brand in the maternity category and known for the Bellaband®, a game-changing maternity accessory that suggests mom NOT buy maternity wear so soon, but to use the band to get more life out of her pre-pregnancy clothes. Innovation evolved mom's expectations regarding maternity apparel and today, its brands Ingrid & Isabel and Isabel Maternity exclusively at Target are collectively the largest in the US.

To apply, please email your resume with salary requirements to design@ingridandisabel.com