Job Description

About the Role

We are seeking a detail-oriented and proactive Operations Specialist to join our Client Experience team. In this role, you will serve as the primary point of contact for clients, managing fulfillment operations and logistics while driving excellence in service delivery. You’ll collaborate cross-functionally with internal teams to ensure timely and accurate order processing, resolve operational challenges, and elevate the client experience through data-informed decision-making and continuous improvement.

Key Responsibilities

Client Success & Support

Serve as the primary point of contact for clients, providing responsive and solution-oriented support across channels such as Slack, email, and phone. Ensure a seamless experience by promptly addressing inquiries related to fulfillment operations.

Fulfillment & Logistics Coordination

Work closely with our warehouse and operations teams to manage the end-to-end fulfillment process.

Data-Driven Insights & Reporting

Leverage data to monitor fulfillment performance, uncover operational trends, and generate insightful reports. Use these insights to drive meaningful improvements in both client satisfaction and internal processes.

Issue Resolution & Process Optimization

Anticipate and troubleshoot fulfillment issues—whether related to order accuracy or delivery timelines. Partner with Grip’s technology team to design and implement scalable solutions that enhance operational reliability.

Project Management

Own client-specific projects from start to finish. Ensure all tasks, timelines, and deliverables are clearly defined and met with efficiency and accountability.

Client Engagement & Relationship Management

Lead regular check-ins with clients to review fulfillment performance, align on upcoming needs, and foster long-term partnerships. Document conversations with detailed meeting notes and actionable follow-ups.

Process Improvement & Innovation

Continuously assess our current systems and workflows to identify gaps or inefficiencies. Propose and roll out new strategies and technologies that streamline operations and elevate the client experience.

Transparent & Proactive Communication

Keep clients informed of any updates or changes that may impact their orders or delivery schedules. Communicate proactively to manage expectations and build trust.

Equal Employment Opportunity Statement:

Grip is an equal opportunity employer, dedicated to complying with all applicable non-discrimination laws. We are committed to providing an inclusive workplace environment, where all employees and applicants are treated with

respect and without discrimination based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), national origin, age, disability, genetic information, or any other characteristic protected by law.

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