Jellycat is a privately owned design-led, gift brand headquartered in London. We create innovative luxurious products in the soft toy, accessory, baby and book categories that are loved around the world. We have an established and growing global customer base and we work with our partners to maximize the potential and reach of Jellycat throughout, sharing joy as we go!

As we continue to grow throughout North America, we continue to develop and improve the presence and awareness of our brand.

You'll be:

• Tracking and documenting order-related issues, including retail chargebacks and compliance violations, ensuring proper follow-up and resolution.
• Managing order pipeline health through daily and weekly reporting, ensuring accurate and timely order processing.
• Identifying issue trends, proposing solutions, and working cross-functionally to drive continuous improvement.
• Resolving complex or unique order-related challenges by developing customized solutions.
• Proactively communicating order delays or issues to customers and internal teams using established templates and best practices.
• Leading backlog and operational reviews with sales, manufacturing, and logistics teams.
• Tracking and documenting order-related issues, ensuring proper follow-up and resolution.
• Liaising with internal teams to resolve system errors and order discrepancies.
• Coordinating with Finance to ensure proper refunds and invoicing accuracy.
• Managing inventory constraints by canceling or adjusting order lines as needed.
• Working cross-functionally to reship returned packages and monitor order fulfillment accuracy.
• Monitoring large and high-priority orders to ensure smooth production, delivery, and alignment with company policies.
• Performing User Acceptance Testing (UAT) for IT initiatives and system deployments, identifying defects, and documenting test processes.
• Supporting ad hoc operational projects such as sales inventory management, custom order rush approvals, and vendor order placements.

You'll have:

• High School Degree required; associate’s or technical coursework preferred.
• 4+ years of customer service, order management, or operational support experience in a high-volume environment.
• Strong analytical and problem-solving skills with the ability to identify and implement solutions efficiently.
• Intermediate to advanced Excel skills required; experience with Salesforce, SAP, or Tableau reporting is a plus.
• Proven experience working cross-functionally with sales, logistics, finance, and operations teams.
• Proactive communication skills, ensuring necessary information is provided before it is requested.
• Strong attention to detail and ability to prioritize tasks effectively in a dynamic, fast-paced environment.
• Ability to adapt to changing business needs and work independently while managing multiple priorities.
• Curiosity and resourcefulness, with a passion for continuous learning and process improvement.
• Ability to develop and maintain strong working relationships with internal teams and external partners.

Our Perks & Benefits:

• Discretionary Bonus - All employees are eligible for a discretionary annual bonus based on the success of the company.
• Medical, Dental, Vision and other Benefits - Jellycat offers medical coverage through Blue Cross Blue Shield of MN (along with a generous employer Health Savings Account contribution), dental coverage through Delta Dental of MN as well as vision coverage through DeltaVision. Jellycat also offers company paid Short Term Disability, Long Term Disability, Basic Life Insurance, and the opportunity to elect additional voluntary life insurance.
• Safe Harbor Employer Contributions - Upon eligibility, Jellycat contributes 3% to the 401k investment account independent of the employees' elections for individual contributions.
• Paid Time Off (PTO) - Jellycat offers up to 30 days of combined vacation and sick time at the start of each calendar year.
• Employee Assistance Program - Committed to the health and wellbeing of all our employees, we offer a comprehensive and confidential support program.
• Paid Parking & Building Amenities - Full-time parking space is provided and paid for by the company in the TractorWork’s covered ramp attached to the skyway. TractorWork’s offers several amenities for employees including an on site medical clinic and pharmacy, state of the art work out facility at no charge, both Bar La Grassa and Snack Bar are located in the building, Foodsby food delivery is available daily, and several great coffee shops, lunch spots and walking paths within minutes of our door, and excellent morning coffee served as you walk in the building at no charge.
• Regular Social & Team Events - We have a very imaginative and active social committee who meet regularly to put on events that help us mark special occasions and celebrate our successes as a team.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer

Compensation:

• $45k - $55k