Operations Coordinator

• Dashboard: review Ready to Ship today, Late orders, Total orders. SLA is 24 hours — if late orders > 0, Slack Fulfillment with counts and ask for a recovery plan.
• Orders on Hold: target 10 or fewer. Identify each cause (backorder, automation rule, manual hold, SKU issue), release what should release, ask for reasons and ETAs on the rest.
• Merge Orders: merge same-address pairs when both are Ready to Ship and in stock — clear holds first if needed. Note savings in the EOD.
• Need to Order / backorders: if continuing and selling, raise a PO or turn on Continue Selling with a clear ETA; if discontinued, contact the customer with replace / dropship / cancel options; if SKU mismatch, correct and reallocate.
• Purchase Orders: confirm Ship Date and In-hand Date on every PO. Cross-check Culture Studio's live sheet (Mon/Wed/Fri). Notify Fulfillment of POs due today and tomorrow. Escalate anything 48+ hours past expected arrival.
• Wonderment: check average fulfillment time vs the 24-hour target; pull Returns to Sender, Stalled in Transit, Label Created no movement, and Delivery Exceptions — proactively message each affected customer via Gorgias.
• Comms: AM Slack (orders due, late count, holds, merges, inbound POs), midday only if things aren't recovering, EOD summary with concrete numbers. Keep the Waiting On tracker current — every escalation has an owner and a follow-up date.

• Shopify → Orders → Open view, filtered Open + Unfulfilled, sorted Oldest → Newest (J/K keys to move fast). SLA target is 24 hours; anything over 48 must be investigated and noted before moving on.
• Waiting on 3PL stock: find the PO in ShipHero, capture ship and in-hand dates, note the ETA, add to the Waiting On tracker.
• No inbound PO: raise with Purchasing, or if discontinued, offer the customer replace / dropship / cancel.
• Dropship in play: check Printful status; manually submit or fix holds.
• Address or payment issues: fix and note it.
• Stock won't arrive soon: drop-ship via Printful (or approved alt) and fulfill in Shopify with tracking.
• Batch similar cases — one saved note pasted across orders sharing a backordered SKU; escalate the biggest-count POs to the vendor first.
• Also check the special Shopify filters daily: Shirt Club Welcome and Recurring (not in the Open filter!), Amazon (must ship within 72 hours — account risk), TikTok (late = penalties), Chargebacks (respond within 1 week), O&F (archive orders Shopify failed to auto-fulfill).

• Open the OA email (usually Brooklyn or Gabriella at Culture Studio) and confirm the CEO's approval is in the thread.
• Find the PO in ShipHero → Purchase Orders, enter the Ship Date and Expected Arrival from the OA.
• Save using the button for the section you edited — the wrong Save button overwrites unrelated fields.
• Notify the fulfillment center with PO number, ship date, and arrival — they plan inbound and release backorders faster.
• File the OA in the PO folder.

Sell-Ahead

• Use when a promo launches close to a PO's arrival: compare the marketing calendar date against the PO's expected arrival.
• Enter Sell-Ahead at ~80–95% of expected inventory — hold 5–10 units back as buffer for damage or miscounts.
• Include kit components for bundled products.
• Save in the Inventory section ONLY — the PO details Save button resets inventory counts.
• Finalize by the Friday before launch week; confirm the Monday before go-live.

Automation rules

• ShipHero → Orders → Automation Rules → Create New Rule: name it clearly, pick the trigger, set conditions, set the action.
• Allow Partial: if one item would hold up an order for more than a full week, create a rule — IF SKU equals [SKU] → Set Allow Partial ON — so the rest ships.

• Valid use cases: Shirt Club leftovers, discontinued items, odd leftover sizes, bundling into mystery SKUs.
• Record variant counts from Shopify, fill the SKU Transfer sheet (Current SKU, New SKU like tmystery-small, quantity) with standard naming.
• Email the 3PL team (Brittney) with Excel attached (their preference) plus PDF backup, and explicitly ask for completion confirmation.
• Set a 24-hour follow-up. Verify in Shopify: source SKUs zeroed, destination SKUs increased. Follow up until closed.

Check the Merge Orders view in ShipHero daily. Merge pairs shipping to the same address when both are Ready to Ship and inventory is in stock. If one is locked by a hold, clear the hold first. Note merge counts in the EOD summary.

• Loop's return dashboard is the daily home: filter for open and Needs Review returns (red triangle / yellow tags).
• Actions: Cancel (customer can resubmit), Close (complete in Loop without triggering Shopify), Flag (item soiled/missing — with reason and comment), Process (manually trigger the refund/exchange).
• Edit returns when needed: switch Return vs Keep Item, waive fees, change refund destination.
• Always leave internal notes so the team has the history.

Holiday return window

Once a year (early November): Loop → Returns Management → Policy Settings → Workflows → "Holiday Window / Return Extension" → edit the condition dates to November 1 – December 31, then Save and Publish.

Shirt Club is the monthly subscription. Watch the full walkthrough for the ordering process, and track the Shirt Club Welcome and Recurring Shopify filters daily — these orders do not show in the Open filter and are easy to miss.

In August 2026, Recharge's Customer Sync sent "your next shirt ships soon" emails far earlier than the 3-day window, while the product image still showed the previous month's shirt. Subscribers thought they were getting the same shirt again, and roughly 30 canceled in a day. The Shirt Club is the company's #1 priority; its changeover runs the same sequence every month, in order.

The changeover sequence — order matters

• Design locked: the CEO pulls the next shirt from the Shirt Club bench (curated by the Head of Product, produced by the Creative Product Designer — flag to the Head of Product if bench depth drops under 2 months).
• Assets updated everywhere BEFORE any subscriber email: product image, product page, and the image in Recharge/Klaviyo flows all show the new shirt. This is the step that failed in August.
• Recharge sync verified: the "next shirt ships soon" email goes no earlier than 3 days before ship. After any Recharge settings change or incident, send a test to an internal address before trusting it.
• Ship window confirmed with fulfillment so email timing and reality match.
• Post-send watch: for 48 hours after the sync email, watch cancels and churn. An unusual drop (roughly 10+ in a day) gets investigated same day, not at month end.

When Recharge misbehaves

• Open the support ticket immediately and post the ticket number in the channel.
• Pause the affected email flow until root cause is confirmed — a broken flow that keeps sending is worse than silence.
• Root cause in writing from Recharge before the item is closed. "It looks fixed" is not closed.
• Count the subscriber damage (cancels in the window) and note it in the tracker, so we know what an error actually costs.
• If the error cost subscribers, ask Recharge for an account credit — we do this with every vendor now.

Standing numbers

• Active subscribers and month-over-month churn, weekly.
• Cancel reasons, with sync/email errors tagged separately from natural churn.
• Bench depth: months of Shirt Club designs ready.

Faire is our wholesale channel — Italian delis, restaurants, and shops stocking Hardcore Italians merch. The workflow covers prompt acceptance, personalized retailer onboarding with a social media collaboration invite, and shipping communication matched to the inventory type.

The workflow

• Log into the Faire portal daily at the start of each shift. Accept incoming orders within 24 hours of placement.
• Categorize the order's SKUs: Ready-to-Ship (in-stock warehouse inventory), Mixed (stock + custom printed-on-demand), or Printed-on-Demand only.
• Send the matching onboarding macro via Faire direct messaging the moment you accept.
• Log the retailer's details and any photos they send in the Faire Social Media Outreach Tracker for feature scheduling.
• Dispatch: Ready-to-Ship processes for fulfillment; Mixed dispatches the in-stock items immediately with POD following separately; POD-only goes straight to the production partners.

The three macros and their promises

• Macro 1 — Ready-to-Ship only: order ships within 5 days (depending on bulk), tracking to follow.
• Macro 2 — Mixed order: in-stock items dispatch immediately; the printed-on-demand portion ships separately and arrives within 12 days of order acceptance.
• Macro 3 — POD only: items are custom-made in production and arrive within 12 days of order acceptance.

Every macro opens "Ciao [Retailer Name]", thanks them for bringing us into their shop, and invites them to be featured on our Instagram stories and reels — asking for a photo or two of their in-store Hardcore Italians displays plus a brief note on their business story (founders, Italian roots, what makes the shop unique). The full copy-paste macro text lives in the Faire SOP in the SOP library.