Join Our Team
The Woolly Thistle is a fast-paced, growing e-commerce company that specializes in the highest quality knitting and crochet yarns, patterns, and kits. We are a small and passionate team doing great things together. Our core values include: being creative, tenacious, inclusive, caring, and courageous in all we do. We collaborate constantly, so honesty and integrity are baseline requirements.
Our mission is to serve our customers who value the collections we create, the supportive insights we share, and the inclusive community we’ve built; and our suppliers, those hardy souls shepherding in the fields to raise the wool we hold in high esteem. When our customers and suppliers succeed, we do too.
CURRENT OPENINGS (updated 8/29/24):
Job Title: Operations Supervisor
Overview: We are seeking a dynamic and experienced Operations Supervisor to join our team. The Operations Supervisor will play a pivotal role in overseeing daily operations of our online yarn shop, ensuring efficiency, productivity, and adherence to company policies and procedures. They will also oversee customer service and operations for our small in-person retail shop located in the front of our warehouse. This role requires strong leadership skills, the ability to manage a diverse team, and a keen eye for process improvement within the context of an e-commerce environment. The ideal candidate will be highly organized, detail-oriented, and possess excellent communication skills.
Responsibilities:
- Supervise Daily Operations: Directly oversee day-to-day operations of the online yarn shop, including order processing, fulfillment, and customer service, to ensure smooth and efficient operations. Step into any function as needed due to staff shortage or when busy and the team needs a hand to keep on track. Directly oversee day-to-day operations of our in-person retail space including scheduling staff, organizing product display, customer service and assisting in planning of events.
- Team Management: Lead, manage and be accountable for operations staff, including order fulfillment leads, picker/packers and, customer service representatives, providing guidance, support, and performance feedback to drive individual and team success. (This role is adjacent to the Inventory Coordinator who manages our inventory needs.)
- Manage scheduling: Determine staffing needs and schedule coverage accordingly taking into account special product launches as well as our picker/packer’s schedules.
- Process Improvement: Identify opportunities for process improvement within the online retail environment and implement effective strategies to enhance operational efficiency, streamline workflows, and optimize resource utilization.
- Quality Assurance: Maintain high standards of product quality and service excellence, ensuring accurate order fulfillment, timely shipment, and prompt resolution of customer inquiries or issues to uphold customer satisfaction and loyalty.
- Performance Tracking and Reporting: Develop and maintain operational metrics and KPIs specific to e-commerce operations (as well as our retail space) to track performance, analyze trends, and generate insightful reports for management review, identifying areas for improvement and strategic decision-making.
- Customer Service: Collaborate with and oversee our customer service team to address customer inquiries, resolve issues, and ensure a positive online and in-person shopping experience, maintaining a customer-centric approach and fostering brand loyalty.
- Shipping and Logistics: Coordinate shipping and logistics operations for outbound orders including carrier selection, shipping rates negotiation, and order fulfillment optimization, to ensure timely and cost-effective delivery of orders to customers.
- Budget Management: Assist in developing and managing operational budgets for the online and retail shop, tracking expenses, and identifying cost-saving opportunities to optimize resource allocation and achieve financial objectives.
Qualifications:
- Bachelor’s degree in Business Administration, E-commerce, Operations Management, or related field; or equivalent work experience.
- Proven experience in operations management or supervisory role, preferably in e-commerce or retail.
- Strong leadership abilities with demonstrated success in leading and developing high-performing teams in an online retail environment.
- Excellent problem-solving skills with a strategic mindset and ability to think critically and analytically within the context of e-commerce operations.
- Exceptional organizational skills with the ability to prioritize tasks and manage multiple projects simultaneously in an online retail setting.
- Effective communication skills, both verbal and written, with the ability to interact confidently with individuals at all levels and across various digital platforms.
- Proficiency in e-commerce platforms (e.g., Shopify), Microsoft Office Suite, and familiarity with operations management software and tools.
- Flexibility to adapt to changing priorities and work under pressure in a fast-paced online retail environment.
Benefits:
- Competitive salary commensurate with experience.
- Health Insurance Reimbursement account.
- 401K.
- Paid time off and holidays.
- Professional development and training opportunities.
- Employee discounts.
How to Apply: Interested candidates are encouraged to submit their resume and cover letter detailing their qualifications and relevant experience to info@thewoollythistle.com. Please include “Operations Supervisor Application” in the subject line. We thank all applicants for their interest!
Job Title: Customer Success Representative
Overview: We are seeking a Part Time Customer Success Representative to work in our busy West Lebanon NH warehouse and store front. Customer Service activities include responding to customer emails and phone calls, answering questions in chat as well as serving customers in person in our store front. In addition to assisting both online and in person customers, this position includes engaging with customers and fans on social media including Facebook, Instagram, Ravelry and Youtube.
If you love knitting, yarn and other knitters then we're the place for you! The Customer Success Representative will have a strong knitting knowledge, great communication skills, and a curiosity for the yarns we offer.
Candidates should be willing and able to work on their feet as well as be proficient in using computer based systems. Being a small business we each wear many hats and a can-do attitude is essential.
Hours: 20-24 hours per week on the following days: Tue, Wed, Thur, Frid and 2 Saturdays per month (4 hours each, 10a-2p)
How to Apply: Interested candidates are encouraged to submit their resume and cover letter detailing their qualifications and relevant experience to info@thewoollythistle.com. Please include “Customer Success Rep” in the subject line. We thank all applicants for their interest!
Job Title: Packer
Overview: We are seeking a Part Time Packer to join our Fulfillment Team. We have a strong crew of helpful co-workers who together pick, pack, and create the most lovely orders for our customers. We are hoping you might be just the right person to join our hardworking and kind team. We are seeking a candidate who can work on their feet 20 hours a week (4 hours per day M-F).
How to Apply: Please get in touch by emailing info@thewoollythistle.com. Please include “PACKER” in the subject line. We thank all applicants for their interest!
