Free People is looking for a DTC Operations Coordinator to enhance the customer's overall shopping experience by supporting operational programs & systems, cross-functional teams, and brand initiatives. They will work closely with Buying Teams, URBN Technology, Transportation Department, cross-brand teams, and external vendors.
Own Store Pack and Ship (PPS) and In Store Pick Up (ISPU) system updates serving as the main contact for these systems at Free People.
Identify and provide solutions to improve PPS metrics on a consistent basis
Partner with store operations to manage PPS volume throughout the year, with special attention to planned volume fluctuations
Partner with store operations to support new PPS/ISPU processes & initiatives, and support stores & cross functional teams on such projects as needed
Own the Drop Ship process for Free People
Oversee the onboarding & activation process for all drop ship vendors
Maintain strong relations with buying teams to ensure timely communication and completion of drop ship needs
Maintain strong relations with vendors as a Brand representative, ensuring a positive experience for our drop-ship partners
Own review moderation and management for Free People
Manage reviews on a daily and weekly basis to ensure correct & relevant information is filtered through to website
Respond to and resolve any customer service, shipping, product, etc. issues that are brought up through customer reviews, and partner with necessary teams to provide QA checks to support the review process
Maintain strong relations with BazaarVoice representatives & UO/AN counterparts to promote peers-helping-peers mentality
Provide ad hoc reporting on reviews via the BazaarVoice platform, as well as EDW/Microstrategy.
Own the day-to-day management of Summary inventory & order fulfillment
Partner with operations team to ensure daily filling of Summary orders
Maintain necessary stock levels for Summary product, along with packing materials for Summary orders
Work with the beauty & wellness buying team on necessary reporting, cross functional training, product issues, etc.
Holiday Planning & Execution
Partner with operations manager to update & execute holiday calendar as is applies to promotions and holiday shipping
Manage all PDP/cart/checkout updates on site as they pertain to order and shipping cutoffs
Manage forecasting & store updates for holiday PPS in partnership with operations manager & store ops team
Complete daily/weekly/monthly reporting to support cross-functional teams, as well as completing ad hoc reporting for operations team and cross functional partners
Serve as backup for CS ops coordinator on all customer service issues
Additional tasks and responsibilities as needed
Proactively investigate issues as they arise to propose a solution
Be curious to learn & understand things outside of your day-to-day tasks.
Ability to learn quickly and to retain information. Must be able to comprehend how multiple systems interact
Excellent verbal and written communication skills; Strong organizational and follow through skills
Capacity to self-manage and prioritize tasks in a fast-paced environment
Flexible and adaptable to changing priorities & tasks; open to new ways of thinking and doing existing tasks.
College Graduate
1-2 years' work experience
Master relevant product and web systems (Sterling OMS, USF, JIRA, UrbanCat, STEP, IP, Tradestone, Contentful and BazaarVoice)
URBN offers comprehensive Perks & Benefits to employees. Availability and eligibility to specific benefits may be subject to your location and employment status. Benefits include medical, dental, vision, PTO, generous employee discounts, retirement savings and much more! For additional information visit
URBN celebrates diversity and is committed to creating an inclusive environment for all employees. We are proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, sex (including gender, pregnancy, sexual orientation, and gender identity or expression), religion, creed, age, physical or mental disability, national origin or ancestry, ethnicity, citizenship, service in the uniformed services, genetic information, or any other protected characteristic as established by law. We believe strongly in fostering a safe, fair and respectful work environment. To ensure compliance with our non-discrimination and anti-harassment policies, we offer anti-harassment training to managers and employees.
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