Multichannel Operations Specialist

About Us

At Ana Luisa, we're on a mission to revolutionize the jewelry industry for the better. We believe in creating timeless jewelry using only the finest materials because quality never goes out of style.Our pieces are cherished by over 1 million loyal customers, with more than 50,000 five-star reviews. We're passionate about sustainability, so we've been Climate Neutral Certified since 2021.

Join us at Ana Luisa and become part of a team that values innovation, collaboration, and a shared goal of making beautiful, sustainable jewelry accessible to all. Explore our open roles and start your journey with us today!

Role Overview

The Multichannel Operations Specialist runs daily fulfillment across Direct-to-Consumer, Retail, Wholesale, and Marketplace channels. The role owns SLA adherence with our 3PL, invoice audit and dispute recovery, and the trackers that give the operations team visibility into exceptions before they become costs.

Success in this role looks like fewer SLA breaches, faster dispute resolution, and trackers other teams trust without asking twice.

What You'll Own

Multichannel Fulfillment Management

Run daily order fulfillment across Shopify (D2C), Amazon FBA, Retail store orders, Wholesale, and Marketplace channelsMonitor SLA performance against the 3PL and escalate delays on the day they occurAlign inventory across pre-orders, backorders scenarios, and channel prioritization with the planning teamOwn retail and amazon order management from submission through delivery, including exception resolution and SLA performances.. Own wholesale B2B from push-to-3PL through delivery, including inventory exception resolution and SLA performancesSource of proposition on corrective action plans when fulfillment performance drops below target.

Order Exceptions Management & CX Coordination

Run daily order exception management on Fulfil and ShipMonk to identify mapping issues and backlogs blocking fulfillment. Streamline resolution by identifying automation opportunitiesServe as the primary point of contact with the 3PL for D2C, Marketplace, Returns, order exceptions, and Retail/Amazon FBA order fulfillment delaysServe as the CX-Ops point of contact for customer requests tied to outbound issues and carrier / 3PL claim submissionRun the CX touchbase and close open action itemsRun the weekly 3PL touchbase and close open action itemsSupport the REDO returns platform and resolve related Ops issues

3PL Invoice Oversight & Dispute Management

Reconcile 3PL invoices against contract terms and SLAsFlag billing discrepancies and file disputes with supporting documentationTrack every audit and dispute to resolution in a shared tracker

Tracker & Process Ownership

Maintain the 3PL Purchase Order / Internal Shipment projects tracker for 3PL visibility and internal project / SLA trackerMaintain the Amazon cost and order fulfilment trackerMaintain the SM invoice tracker for discrepancy visibility and claim openingWrite and update SOPs for owned processesKeep an audit trail for every claim filed

What You'll Bring:

Structured, analytical decision-makingAdvanced Excel or Google Sheets: tracking, reconciliation, reportingAdaptable across shifting priorities and peak season demand (ability to multitask)Previous experience in a direct-to-consumer & Omnichannel fashion brand is a plus3 years of experience working order management systems, fulfillment and reverse logistic (Return, exchange, replacement) workflows

What You'll Love About Us:

Flexible Time Off: Flexible WFH policy (2x per week), 3 days in Office in Coste del Este, Paid time off after 90 daysBrand Perks: Employee discount; welcome gift card, Birthday Gift CardEvents: Office lunches; in-office eventsOther Benefits: Company sponsored parking, fun & friendly company culture

Compensation

At Ana Luisa, compensation is determined based on a combination of factors, including the scope and responsibilities of the role, relevant experience, skills, qualifications, and internal equity. Experience is an important consideration when determining where an employee or candidate falls within the established compensation range. This role is paid monthly by invoice.

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