Operations Specialist

About Grip

Grip is pioneering advancements in cold-chain logistics tailored for direct-to-consumer eCommerce brands. Established in 2022 by former ButcherBox executives, Grip leverages cutting-edge technology combined with a nationwide fulfillment network to optimize shipping of perishable items. Their proprietary Smart Logistics Engine evaluates over 25 million data points daily — encompassing weather, carrier performance, and temperature readings — to make intelligent, package-specific shipping choices. Grip’s Pulse Order Management System (OMS) allows real-time inventory monitoring, batch traceability, and seamless integration with platforms such as Shopify. Their comprehensive solution gives brands full visibility and control over their supply chains, removing the need for multiple third-party services. Featuring strategically placed temperature-controlled fulfillment centers, Grip can deliver to more than 80% of the U.S. population within a 24-hour timeframe, enabling DTC brands to scale efficiently with innovative logistics solutions designed for the unique challenges of shipping perishable goods.

Role Overview

The Operations Specialist serves as a dedicated advocate for clients, facilitating smooth, proactive, and effective interactions with Grip. This role involves accountability for client communications, fostering trusted relationships, collaborating across internal teams, and ensuring exceptional customer experiences by managing projects, addressing challenges, and enhancing workflows.

Key Responsibilities

• Serve as the main contact for clients through chat, email, and phone, building confidence through clear, timely, and thoughtful communication.
• Maintain and nurture long-term client relationships emphasizing satisfaction and partnership.
• Collaborate closely with operations and warehouse teams to coordinate fulfillments and swiftly resolve issues.
• Lead routine client meetings, documenting actionable items and insights.
• Own client projects including onboarding processes, performance reporting, and managing claims.
• Provide proactive updates to clients regarding any potential impacts on orders or delivery timings.
• Identify and suggest potential improvements to workflows and overall client experience.
• Utilize task and project management tools to manage client requests, ensuring prioritization and completion on schedule.
• Analyze data trends to identify opportunities for process improvements, tracking key performance metrics like on-time delivery, product thawing, and cost savings.
• Manage partner contracts by monitoring critical terms and renewal timelines, and seek opportunities to optimize costs and service quality.

Candidate Requirements

• Between 0 to 3 years of experience in logistics, supply chain, or related fields; internships included.
• Exceptional written and verbal communication skills with the ability to convey information clearly and professionally.
• Experience in logistics, customer service, client experience, or account management.
• Capability to multitask and prioritize effectively in a dynamic, fast-paced environment without overlooking details.
• A proactive and solution-driven approach coupled with solid problem-solving and critical thinking abilities.
• Comfortable working collaboratively across different teams and functions.

Why Join Grip?

• Opportunity to significantly influence how clients experience the company’s services daily.
• Engage in a collaborative and rapidly growing organizational environment.
• Ownership of substantial client relationships and strategic projects.
• Professional growth opportunities at the intersection of operations, customer experience, and logistics.

Equal Employment Opportunity Statement

Grip is committed to equal opportunity employment, adhering to all non-discrimination laws. The company fosters an inclusive workplace where all employees and applicants are treated fairly and respectfully, regardless of race, color, religion, sex (including pregnancy or related medical conditions), national origin, age, disability, genetic information, or any characteristic protected by law.