About the role

Retail Operations Planner at The Honest Company overseeing account servicing and enhancing customer relationships for retail business. Responsibilities include order management and service improvements across multiple accounts.

Responsibilities

Manage retail order processing and fulfillment in alignment with company and customer standards
Maintain customer catalogs and manage exceptions (product shortages, master pack issues, x-ref tables)
Resolve product or service complaints by determining cause, selecting and explaining the best solution to resolve issues, expediting correction or adjustment, and following up to ensure resolution
Provide order management analysis
Provide positive experiences that strengthen business relationships with our customers
Track, report, and improve customer service metrics: accuracy, fulfillment rate, damage rate, and adhere to customer compliance requirements
Returns Processing: Coordinate returns for assigned accounts, review requests and process RAs in accordance with company return policy
Coordinate with fulfillment team to ensure that orders are processed in accordance with customer requirements
Ensure that necessary documents (BOLs, packing slips) and special handling requirements are properly executed
Maintain ongoing communication with customers regarding order status, fill rate, and shipping timelines in conjunction with sales
Work closely with Sales to meet revenue recognition goals and track AOP performance
Partner with Cross Functional Teams to discuss feasibility and launch new customers

3+ years experience in supply chain management, warehouse or logistics, preferably in the CPG industry
Prior experience in retail execution / planning, customer service, and logistics
Experience working with major CPG accounts such as Target, Amazon, Walmart, Kroger, etc. with a proven understanding of vendor compliance requirements
Working knowledge of supply chain concepts including but not limited to; lead times, outbound performance, DC operations and customer service management
Strong analytical skills with advanced knowledge of Excel
Prior experience with True Commerce/SPS Commerce, JDE, Softeon and WMS
Strong communication and analytical skills with the ability to prioritize effectively.

Comprehensive Health & Wellness 🏥: We’ve got you covered with top-tier health, dental, and vision plans to keep you and your family feeling great.
401k with Company Match 💰: Your future matters to us. We match your 401k contributions to help you secure a strong financial future.
Wellness & Fitness 💪: Stay healthy with a monthly fitness reimbursement and, for those in our Playa Vista office, an onsite gym to keep you active and energized.
Work-Life Balance ⚖️: We value your time. We provide a generous and flexible vacation policy to relax, recharge, and spend time on what matters most.
Family-Friendly Leave 👶: Growing your family? We offer generous maternity and paternity leave to support you during this exciting journey.
Ownership & Equity 💼: Ownership isn’t just a mindset here—it’s real. Every full time employee is granted equity, giving you a direct stake in our future. When we win, you win.
Education Reimbursement 🎓: We’re committed to your growth—whether it’s for professional development or a new passion, we offer education reimbursement to help you learn and level up.
Pet Insurance 🐾: We love your furry family members too! Our pet insurance ensures your pets are taken care of, because they’re part of the family.