Receptionist/Administrative Assistant

Job Title: Administrative Assistant Job Summary Rabbit Hole Hay is seeking a proactive and detail-oriented Administrative Assistant to serve as the heartbeat of our daily operations. In this role, you will be the sole voice of our Customer Service, managing all direct communications while simultaneously executing critical backend processes. From grading hay quality to managing complex order logistics in NetSuite, this position requires someone who can pivot effortlessly between providing a "delightful" customer experience and ensuring rigorous operational accuracy. Key Responsibilities Customer Service & Experience Serve as the primary and sole point of contact for all customer inquiries. Manage communications across all channels, including answering phone calls, responding to emails, and handling live chats. Create "delight" for customers by writing and sending at least three handwritten "Thank You" cards per week and implementing other creative retention strategies. Resolve customer issues quickly and empathetically to maintain high satisfaction ratings. Order Processing & Logistics Process orders across multiple channels—Website (Shopify), Amazon FBM, Chewy, and Walmart—using Netsuite and Shipstation. Verify that orders sync correctly between software connections (e.g., NetSuite to Shipstation) to prevent fulfillment errors. Utilize Monday.com to track order status and notify the Warehouse of fulfillment schedules. Manage invoicing and shipping acknowledgment procedures for major wholesale partners, including Chewy and Walmart. Coordinate International orders by acquiring necessary certificates, generating shipping documents, and issuing Proforma Invoices. Amazon Management Maintain the company relationship with Amazon via Seller Central. Manage FBA inventory levels and coordinate shipments to Amazon fulfillment centers. Data Integrity & Quality Control Grade and Report Hay Quality: Physically assess and report on product quality to ensure standards are met. Maintain accurate operational data logs, including warehouse staff time logs. Qualifications & Skills Software Proficiency: Experience with ERP Software, Shipstation, Gorgias, and Amazon Seller Central is highly preferred. E-Commerce Knowledge: Familiarity with Shopify, EDI (SPS Commerce), and various fulfillment models. Communication: Excellent verbal and written skills are required for handling phone support, live chat, and handwritten notes. Attention to Detail: Ability to manually verify data and accurately grade product quality. Organization: Ability to track multiple order channels (Wholesale, International, DTC) simultaneously without letting tasks slip through the cracks. Job Type: Full-time Pay: $19.00 - $23.00 per hour Expected hours: 25 – 35 per week Benefits: Flexible schedule Paid time off Work Location: In person