• The Tier 2 Operations Specialist is responsible for working with multiple clients CPG/eCommerce on a fractional basis (x-hours with one client, x-hours with another). • The Specialist ensures orders from all sales platforms flow seamlessly and tracks inventory while flagging discrepancies. • They work directly with warehouses, carriers, copackers, and other third-party operations partners in their client’s network. • They utilize their own experience, plus HigherRing’s internal crowdsourced operations knowledge, to help their clients improve their supply chain processes & tools. • The specialist will produce system reports to optimize sales and operations processes and identify issues and challenges. • Order Fulfillment: Work with customer support personnel in inquiring about, troubleshooting, maintaining, or stopping orders with warehouse personnel. • Input & allocate all new sale orders from various sales channels, including platforms like Faire and Mable, inside and outside sales personnel, distributors, and other channel partners into tools like Shopify, WooCommerce, NetSuite, Cin7, etc. • Work with key distributors (e.g., UNFI, KeHE) to ensure purchase order accuracy, compliance, and invoicing management. • Process and manage EDI transactions through SPS Commerce for major retail partners and distributors like UNFI and KeHE. • Troubleshoot and resolve order flow issues between order systems and warehouse systems. • Familiarity with ShipStation is a plus. • Track SLA adherence and shipping deadlines, and communicate daily with warehouse personnel. • Monitor inbound & outbound shipments - may perform some shipping logistics tasks like arranging for trailers and possibly working to arrange Amazon FBA shipments. • Inventory Management: Track inventory levels and perform basic discrepancy investigations. • Request cycle counts from warehouse to update specific items. • Participate in yearly inventory. • Track out-of-stock items and work closely with procurement team to analyze sales trends to forecast demand, plan inventory replenishment, and purchasing. • Utilize ERP software (e.g., NetSuite, Cin7, etc.) to improve inventory tracking, demand planning, and purchasing processes. • Processes & Tool Management: Maintain sales channel and content on web portals like Faire, Mable, and Amazon Seller Central with updated and accurate operational info (suppliers, UPC codes, lot codes, images, descriptions, etc.). • Use data to inform business partners, track & improve: product quality fulfillment performance customer experience return rates ship methods and delivery success. • Create and maintain centralized resources of known issues and operational SOPs.

• Manage ad campaigns to drive traffic and conversions. • Build and grow brand presence on Amazon and other platforms. • Interpret performance data to make informed decisions and optimize campaigns. • Conduct in-depth audits to identify profit opportunities. • Improve product listings for better visibility and ranking. • Execute end-to-end e-commerce strategies to enhance client performance and revenue growth. • Optimize product listings, pricing, and promotions to maximize sales and profitability. • Collaborate with internal teams to implement marketing strategies and ad campaigns. • Monitor marketplace trends and competitor activity to generate actionable insights. • Use data analytics tools to report performance and identify improvement opportunities. • Communicate directly with clients to deliver updates, strategies, and tailored solutions.

• Elicit, analyze, and document business, functional, and non-functional requirements related to ERP-dependent eCommerce initiatives. • Own and maintain detailed ERP ideation artifacts, including process flows, meeting notes, requirements documentation, and supporting materials. • Research and document current-state (“as-is”) ERP architecture, workflows, and integrations to inform enhancements and solution design. • Perform data analysis and support ad hoc business requests as needed. • Translate business needs and feature concepts into clear user stories, acceptance criteria, and backlog items. • Support backlog refinement, grooming, and sprint planning in partnership with the Product Owner and other Business Analysts. • Provide ongoing clarification, research, and support to the ERP development team throughout the sprint lifecycle. • Create or pull ERP examples and scenarios as needed to support development and testing. • Partner with business stakeholders to fully understand business objectives, processes, and pain points. • Lead stakeholder interviews, workshops, and working sessions to gather requirements and drive alignment. • Facilitate meetings that promote collaboration, resolve open questions, and maintain momentum. • Serve as a primary liaison between business stakeholders and technical teams to ensure shared understanding and clear communication. • Create and maintain process maps to visualize workflows and identify improvement opportunities. • Manage the full lifecycle of business requirements from definition through delivery and validation. • Coordinate and support User Acceptance Testing (UAT), ensuring delivered solutions meet defined requirements. • Assist with triaging and resolving production issues in collaboration with the ERP team. • Promote and support consistent use of Jira and Confluence as standard team tools and processes. • Coordinate with external vendors or partner teams as needed. • Contribute to continuous improvement of business analysis practices and team norms.

• Carry the design process for both UX and UI from concept to execution across multiple DTC brands. • Collaborate with product managers and engineers to gather and assess user requirements. • Visualize design concepts through storyboards, process flows, and sitemaps. • Create graphic elements for the user interface, such as menus, tabs, and widgets. • Construct all technical and graphic components for a seamless user experience. • Design UI mockups and prototypes that showcase site functionality and appearance. • Present initial design drafts to internal teams and key stakeholders. • Identify and resolve UX issues, such as responsiveness and usability challenges. • Make layout adjustments based on user feedback. • Develop and maintain brand identity guidelines, ensuring consistency across all touchpoints. • Coordinate with developers to ensure seamless implementation of designs, from handoff to production. • Stay current with industry trends, tools, and design techniques to keep the agency at the forefront of innovation. • Use design systems and component libraries to streamline and standardize workflows.