Order Management Associate

Company Overview

Ghost is an AI-native inventory distribution platform and operating system for modern retail trade. We partner with the world’s best brands to help them understand the true value of their inventory and route it to the right destinations globally. Ghost gives brands precise control over where and how their inventory is sold. Backed by top venture firms including L Catterton, Cathay Innovation, Union Square Ventures, Equal Ventures, and Eniac. Ghost has offices in Los Angeles and New York.

About the Role 

We are seeking a dedicated and meticulous Operations Associate to support our order management department. You will manage wholesale orders from sale through final delivery, ensuring a smooth, accurate, and positive experience for both buyers and sellers. You will be responsible for day-to-day order management, communication, documentation, and issue resolution. If you have an eye for detail and enjoy solving complex problems, we want to hear from you!

Key Responsibilities

• Order Management: Own the full lifecycle of assigned orders from learning buyer and seller preferences to ensuring orders are delivered in a timely and accurate manner.
• Buyer and Seller Communication: You’ll act as a central point of contact, ensuring that all stakeholders stay informed and aligned. You’ll provide proactive updates to buyers on order status and delivery timelines, collect regular updates from sellers on order statuses, and push for accurate fulfillment along delivery timelines.
• Logistics Coordination: You’ll own coordination of shipments between sellers, 3PLs, and buyers by ensuring all shipment information is collected accurately from buyers & sellers, analyzing shipping quotes from freight partners, and routing shipments in enterprise transportation management systems.
• Issue Resolution: Respond quickly and kindly to customer complaints; seek the truth of the cause of all issues; deliver a positive customer experience through successful issue resolution; minimize revenue loss in the resolution of deal issues.
• Documentation & Recordkeeping: Maintain timely and legible order updates in our platform and other internal tools. Collect and track all critical documents (BOLs, POs, etc) to create clear, accurate, and descriptive paper trails that ensure accountability for internal and external partners.
• Process Improvement: Critically analyze order processing, fulfillment, shipping, and delivery to provide feedback on ways to improve processes.
• Quickly adapt and learn on the fly, supporting a wide range of functions across Sales, Operations, and Accounting as business needs evolve.

Qualifications

• 3+ years of experience working in wholesale operations, customer success, logistics, or a similar role
• Experience working in a fast-paced startup or retail environment
• Adept at solving complex problems and implementing change
• Extremely organized and highly motivated to work quickly and efficiently
• Proficiency in Excel and Google Sheets
• Mindset that no task is too big or too small, with a "make it happen" mentality
• Strong attention to detail, ensuring accuracy and excellence in execution
• Strong follow-up and communication skills, both verbal and written
• Fast learner, able to pick up new skills quickly across multiple functional areas

This role is in-office in Los Angeles (mid-city). Our total compensation for this position can range from $75,000 - $85,000. The actual amounts may vary based on factors such as experience, knowledge, skills, and abilities related to the position.

Benefits we offer: 

• Medical, Vision, and Dental with some plans covered at 100% 
• Competitive compensation and equity structure
• 401K 
• Unlimited PTO 

Ghost is an equal opportunity employer and values diversity in the workplace. We are committed to fostering an inclusive and innovative environment where all employees can thrive. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other protected characteristic under applicable laws.