Manhead

Oversee ecommerce fulfillment operations, coordinate with 3PL partners, manage inventory and product launches, support customer service, and report on operational KPIs. | 3-5 years ecommerce operations or fulfillment logistics experience with hands-on knowledge of Shopify, 3PL platforms, customer service tools, inventory control, and strong communication skills. | About Manhead LLC Manhead is a worldwide, full service, merchandise and experiential company creating the global intersection of music, fashion and culture through branded experiences that strengthen the bond between artists and fans. For over thirteen years, Manhead has succeeded as one of the leading, independently owned music/entertainment merchandise companies, specializing in touring, e-commerce, creative, retail, licensing, collaborations, and pop-up shops. About The Role • The Ecommerce Operations Supervisor is accountable for the operational functions of fulfillment in our fast-paced and rapidly growing online retail division. This role serves as a key liaison between Ecomm Account Managers, Customer Service, and third-party fulfillment partners, and will ensure the smooth execution of product launches, order fulfillment, and customer satisfaction. You will play a key role in many aspects of the Ecommerce business—from inventory management and order fulfillment to customer support and technology integration. This role requires operational precision, digital savvy, and strategic insight. What You'll Do Operational Oversight • Oversee the day-to-day operations of Ecommerce fulfillment including product data management, fulfillment workflows (Pick, Pack, Ship), shipping performance, and return processing using platforms like Logiwa, ShipHero, and Shipbob’s Customer Success Manager. • Be accountable for ensuring smooth, accurate execution of product launches and order fulfillment. Communicate with internal and external stakeholders to ensure alignment during key moments such as pre-orders, album release dates, and high-traffic sales periods. • Collaborate with our 3PL partners and our in-house warehouse team to resolve fulfillment issues, optimize shipping logistics, and manage the flow of information between warehouse partners and our Ecommerce platform (Shopify). • Monitor and reconcile inventory levels across platforms and channels through tasks such as: • * Syncing Shopify inventory with 3PL systems • Setting 3PL Packing Preferences • Ensuring accurate, on-time fulfillment of pre-order releases • Replenishing custom mailers • Tracking WRO’s/URO’s at 3PLs • Bulk inventory transfers and outbound freight shipments • Dead stock disposal and donation requests Systems & Technology Integration • Maintain and update product packing preferences in Shipbob as new SKUs are created in Shopify. • Support the Ecommerce Account Managers in performing store builds, updates, and shutdowns across platforms. • Support data syncs and integrations between Shopify and 3PL partners (Shipbob, OneLive), including manual inventory overrides, re-syncs, and pre-order holds and drops. • Leverage digital tools and dashboards to track fulfillment algorithms, order patterns, and shipping exceptions. Customer Service Collaboration • Support the customer service team by tracking open issues, developing SOPs, and helping resolve escalated customer inquiries. • Utilize Monday.com to identify and resolve customer-related issues in collaboration with CS • Maintain a positive, empathetic, and solution-oriented approach in all customer interactions and team communications. Cross-functional Communication & Reporting • Collaborate with Ecomm store managers, marketing, and brand managers to stay informed of product drops, sales & promotions, and seasonal campaigns. • Inform 3PLs of high-volume fulfillment periods and collaborate with them to ensure adequate staffing & resources to ship customer orders. • Track and report on Ecommerce fulfillment KPIs, including order volume, cost per order, fulfillment speed, customer support metrics, and inventory accuracy. • Use data insights to drive continuous improvement in operational performance and customer satisfaction. Qualifications • 3–5 years experience in ecommerce operations, fulfillment logistics, or digital retail. • Hands-on experience with Shopify, 3PL software platforms (e.g., Shipbob, Logiwa, ShipHero), and customer service tools (e.g., Gorgias, Zendesk). • Strong understanding of digital integrations, inventory control, and warehouse logistics. • Data analysis skills and ability to extract actionable insights from ecommerce reports. • Ability to manage shifting priorities and urgent deadlines with focus and prioritization, and propose creative, efficient solutions to problems. • Strong written and oral skills, and the ability to communicate proactively & efficiently with internal partners and clients

Respond to customer inquiries via ecommerce platforms, collaborate with logistics partners to resolve order issues, and support high-volume sales periods. | Strong communication and interpersonal skills, ability to work independently in a remote environment, and familiarity with ecommerce customer service platforms preferred. | About the role We are seeking a Part-time Customer Service Representative to aid our Ecommerce team with customer queries and resolution to order issues. What you'll do Answer general inquiries from customers via Gorgias or relevant Customer Service channel Correspond with the Customer Service Team and broader eCommerce team regarding challenges and issues observed with the customer experience Interact with our 3PL partner, Shipbob, to inform them of any incorrect or problem orders to remedy the situation with the customer Respond to customers in a timely manner as determined by the Customer Support Manager Assist with increased customer demand around high volume drops & releases as well as critical holiday sales periods such as Christmas, Black Friday, etc. Key Responsibilities: Respond promptly to general customer inquiries via Gorgias or other designated Customer Service platforms. Address questions related to orders, shipping, product availability, returns, and general policies with professionalism and accuracy. Communicate ongoing issues, trends, or customer pain points to the broader Customer Service and Ecommerce teams for resolution and continuous improvement. Collaborate with our third-party logistics partner, Shipbob, to identify, escalate, and resolve incorrect or problematic orders. Maintain a high level of responsiveness to meet established response time SLAs as directed by the Customer Support Manager. Provide additional support during high-volume sales periods, including major product drops, album launches, holiday seasons (e.g., Black Friday, Christmas), and other peak retail times. Stay informed on new product launches, promotions, and site changes in order to provide accurate information to customers. Document customer interactions and resolutions accurately within our internal systems to ensure alignment across teams. Maintain a positive, empathetic, and solution-oriented approach in all customer interactions. Qualifications Strong written communication skills and attention to detail. Excellent interpersonal skills with the ability to handle challenging customer interactions with patience, professionalism, and empathy. Ability to work independently, manage time effectively, and prioritize workload. Familiarity with Gorgias, Shopify, or similar ecommerce/customer service platforms is a plus. Comfortable working in a remote environment with team collaboration tools (e.g., Slack, Zoom, Google Workspace). Previous experience in ecommerce customer service, especially in the music/entertainment merchandise industry, is highly desirable. Schedule and Availability This is a part-time role with flexible hours; availability during peak sales windows and weekends may occasionally be required. Candidates should be comfortable with a remote work setup and have access to reliable internet and communication tools.