Operational Specialist

About the Role

In this role, you will be the voice and advocate of our clients, ensuring every interaction with Grip is smooth, proactive, and positive. You will enjoy ownership, collaboration, and turning challenges into great client experiences. You will be an extension of your client's operations team, partnering with them and internal teams to solve problems and deliver exceptional support and account management.

Key Responsibilities

• Client Relationship Management: Own the account for a portfolio of DTC brands, serving as the strategic point of contact across chat, email, and calls.
• Risk Mitigation: Monitor performance and proactively flag potential issues before they impact clients.
• Cross-functional Resolution: Work directly with operations and warehouse teams to represent client priorities internally and drive issues to resolution.
• Project Management: Manage onboarding new brands, recurring reporting, claims, and renewal preparation, including tracking contract terms and identifying opportunities for account growth or service improvement.
• Data-Driven Strategy: Track metrics such as on-time delivery, thaw incidents, and cost savings to shape account strategy.
• Proactive Account Improvement: Autonomously identify and propose solutions for account optimization, such as inventory positioning, carrier network adjustments, or process improvements, supported by data.

Tools You'll Use

• Pulse (Grip's OMS)
• Shopify and other client-side integrations
• Front CRM
• Asana
• Microsoft 365
• Databricks
• Power BI
• Claude
• Spreadsheets

Qualifications

• 0–3 years in logistics, supply chain, customer service, client experience, or account management. Internships count.
• Ability to write clearly and credibly, fostering client trust.
• Organized and able to manage multiple accounts and threads without losing details.
• Ownership of outcomes, driving complex problems to resolution.
• Comfortable extracting insights from data, even without a formal analytics background.
• Ability to work effectively across different teams.

Bonus Qualifications

• Experience at a 3PL, fulfillment operation, or cold-chain business.
• Experience with Asana or similar project management tools.
• Advanced proficiency with spreadsheets or dashboards.
• Experience with BI tools like Power BI or Tableau.
• Familiarity with Shopify or DTC eCommerce.