Key Responsibilities and Required Skills for Operations Team Member

🎯 Role Definition

The Operations Team Member supports day-to-day operational execution across fulfillment, logistics, inventory, and internal service processes. This role ensures orders are processed accurately and on time, supports cross-functional teams to resolve escalations, enforces standard operating procedures (SOPs), and contributes to process improvements that increase throughput, reduce cost, and improve customer satisfaction. Ideal candidates are detail-oriented, data-informed, comfortable using ERP/WMS systems, and able to communicate effectively with internal and external stakeholders.

📈 Career Progression

Typical Career Path

Entry Point From:

Operations Coordinator / Operations Assistant
Customer Service Representative (with logistics exposure)
Warehouse Associate or Fulfillment Specialist

Advancement To:

Operations Supervisor / Team Lead
Operations Manager
Senior Operations Manager → Director of Operations
Director of Operations → VP of Operations / Head of Logistics

Lateral Moves:

Supply Chain Analyst
Procurement Specialist / Buyer
Project Manager (Operational Projects)
Facilities or Distribution Manager

Core Responsibilities

Primary Functions

Execute daily order processing and fulfillment tasks end-to-end, ensuring pick/pack/ship accuracy, correct labeling, carrier selection, and timely handoff to logistics partners to meet SLA and customer delivery expectations.
Maintain and reconcile inventory records by conducting cycle counts, investigating discrepancies between physical inventory and ERP/WMS counts, and coordinating adjustments to minimize stock variances and prevent stockouts.
Monitor key operational KPIs (on-time shipping rate, order accuracy, inventory accuracy, throughput, lead times) and produce daily/weekly reports to highlight trends, bottlenecks, and improvement opportunities for the operations manager.
Coordinate inbound and outbound shipments with carriers and 3PL partners, prepare shipping documentation (manifests, commercial invoices), schedule pickups, and resolve transportation exceptions and delays.
Operate and troubleshoot warehouse management systems (WMS) and enterprise resource planning (ERP) modules for order creation, allocation, replenishment, and returns processing to maintain smooth system-driven workflows.
Execute returns and reverse logistics processes including intake, inspection, disposition, and processing credits or repairs per return policies and vendor agreements.
Enforce and document Standard Operating Procedures (SOPs) for receiving, put-away, picking, packing, shipping, and returns; train new hires and ensure adherence to quality and safety standards.
Identify and lead process improvement initiatives using Lean principles or basic Six Sigma tools to reduce cycle times, eliminate non-value-added steps, and lower operational costs.
Serve as primary point of contact for internal stakeholders (customer service, sales, finance, procurement) to coordinate order exceptions, expedite critical shipments, and align inventory availability with demand.
Manage vendor and supplier relationships for operational services (third-party logistics, packaging suppliers, equipment vendors), including escalation resolution, SLA performance monitoring, and problem remediation.
Perform daily operational audits (safety checks, equipment inspections, quality spot checks) and coordinate corrective actions to ensure regulatory compliance and workplace safety.
Support procurement by tracking reorder points, putting in replenishment requests, and working with purchasing to manage lead times and MRP triggers for critical SKUs.
Investigate and resolve operational exceptions such as damaged goods, missing items, billing discrepancies, and system errors; document root causes and implement corrective actions to prevent recurrence.
Prepare and maintain operational documentation, dashboards, and executive summaries for weekly operations reviews and monthly business reviews to inform leadership decisions.
Assist with capacity planning and workforce scheduling by forecasting daily workload, coordinating staffing levels, and reallocating resources to meet peak demand and special projects.
Support onboarding and continuous training of operations staff, create job aids, and run small-scale training sessions to maintain high performance and reduce onboarding time.
Participate in continuous improvement and cross-functional project teams (IT integrations, WMS upgrades, packaging redesign) by providing operational requirements, testing processes, and validating post-implementation performance.
Process and reconcile billing and invoice inquiries related to freight, carrier charges, third-party services, and vendor credits to ensure accurate financial records and cost allocation.
Coordinate product launches and promotions with marketing and sales, including special handling instructions, inventory staging, and surge staffing to meet temporary increases in order volume.
Execute emergency response procedures for operational incidents (system outages, facility issues) by supporting contingency plans, communicating status to stakeholders, and aiding recovery efforts to minimize business disruption.
Drive a culture of continuous data-driven improvement by running ad-hoc analyses, creating root-cause reports, and presenting recommendations to reduce waste and improve on-time performance.
Support quality control checkpoints for product inspection, sampling, and verification to maintain compliance with customer requirements and internal quality standards.
Collaborate with finance and operations leadership to assist in budgeting, tracking operational spend, and identifying cost-saving opportunities in shipping, packaging, and labor.

Secondary Functions

Support ad-hoc data requests and exploratory data analysis.
Contribute to the organization's data strategy and roadmap.
Collaborate with business units to translate data needs into engineering requirements.
Participate in sprint planning and agile ceremonies within the data engineering team.
Provide backup support for customer service escalations and help resolve order-related customer inquiries when needed.
Assist facilities and maintenance teams with equipment issue logging and priority handling to prevent operational downtime.
Help implement and test new operational tools or automation (barcode scanners, pick-to-light systems, conveyors).
Participate in internal audits and vendor performance reviews and provide operational input into corrective action plans.

Required Skills & Competencies

Hard Skills (Technical)

ERP systems experience (NetSuite, SAP, Oracle, Microsoft Dynamics) — order and inventory modules.
Warehouse Management Systems (WMS) proficiency (e.g., Manhattan, HighJump, Fishbowl, SnapFulfil).
Inventory control and cycle counting methodology.
Shipping and logistics knowledge: carriers, freight documentation, international shipping basics (Incoterms, customs paperwork).
Strong Excel skills (VLOOKUP/XLOOKUP, pivot tables, data cleaning, basic VBA macros) for reporting and analysis.
Basic SQL for ad-hoc queries and extracting operational data from databases.
Familiarity with ERP/WMS integrations, data imports/exports, and EDI or API-based order flows.
Experience with KPI dashboards and visualizations (Power BI, Tableau, Looker).
Basic knowledge of Lean principles, continuous improvement tools, and root-cause analysis (5 Whys, Fishbone).
Familiarity with returns management and reverse logistics processes.
Experience with scheduling tools and workforce management basics.
Basic understanding of procurement and reorder point calculations (MRP/Min/Max).
Experience with quality assurance checks, SOP documentation, and audit preparation.
Exposure to safety regulations and compliance, including OSHA or regional equivalents.

Soft Skills

Clear and concise communicator, comfortable with cross-functional stakeholder engagement and vendor negotiation.
Strong analytical mindset with the ability to turn data into actionable recommendations.
Excellent attention to detail and accuracy in high-volume, fast-paced environments.
Problem-solver who takes ownership and drives issues to resolution with urgency.
Time management and prioritization skills to balance recurring tasks and ad-hoc operational escalations.
Collaborative team player who fosters positive working relationships and knowledge sharing.
Adaptability and resilience in changing operational conditions and peak periods.
Customer-service orientation with empathy for internal and external customers.
Ability to train others and document processes clearly for repeatable execution.
Ethical, reliable, and accountable with good judgment in escalations and confidential matters.

Education & Experience

Educational Background

Minimum Education:

High school diploma or equivalent.

Preferred Education:

Bachelor’s degree in Business Administration, Supply Chain Management, Operations Management, Logistics, Industrial Engineering, or related field.

Relevant Fields of Study:

Supply Chain Management
Operations Management
Business Administration
Industrial Engineering
Logistics and Transportation
Information Systems (with ERP/WMS focus)

Experience Requirements

Typical Experience Range: 1–4 years in operations, warehousing, logistics, or fulfillment roles.

Preferred:

2–5 years of progressive experience in operations or supply chain roles, with hands-on experience in ERP/WMS systems, inventory control, and shipping logistics.
Demonstrated experience driving process improvements, using data to solve operational problems, and supporting cross-functional initiatives.