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Logistics Operations Associate

San Mateo, CA | Operations

Job Description

Rafter, Inc., the leading course materials management platform, lowers the cost of education by providing colleges and universities with much needed tools to manage the rapidly changing world of course materials on campus. To learn more visit www.rafter.com and watch our video. Rafter evolved from BookRenter.com, the first online textbook rental site, launched in 2008 with a mission to make education more affordable by allowing students to rent textbooks for up to 80% off the retail price. Rafter is one of the few private ed tech companies that is truly lowering the cost of higher education for students. By working directly with more than 300 schools to turn the painful and archaic process of managing course materials into a low cost, student-centric service, Rafter has saved students more than $250m. By taking an enterprise approach to course materials management, the Rafter Course Materials Network takes a more holistic approach that provides colleges and universities with a path to discover, adopt, distribute and manage physical and digital course materials. 500+ schools run on Rafter!




Logistics Operations Associate 


Location: San Mateo, CA
Position Type: Temporary - Full-Time Employee (non-exempt)
Requisition #: 0195


Position Summary:

At Rafter, customers are our #1 priority.  From the moment they contact us, we strive to provide the best experience from start-to-finish in order to build a lasting relationship with them.  We are seeking team members who are passionate about resolving customer issues that may occur when they are returning books.  You will need to be energetic, inquisitive, analytical and meticulously-detailed.  You will be responsible for investigating and researching each situation and then taking the appropriate actions to meet the customer needs.  You are equally comfortable speaking with our customers directly, as you are working with our Logistics Service providers to provide direction.  You enjoy solving problems and finding creative solutions.


Primary Responsibilities:

  • Meticulously research each customer book return issue to determine the situation and the best course of resolution.  This entails viewing the order status and history of the customer via the operational systems.
  • Call or e-mail customers to resolve exceptions and ensure their needs are met.  Comfortable in working with dissatisfied customers to make it a “win-win” situation. 
  • Keeping issues organized to ensure resolution in a timely manner.  Keep tracking lists by each Receiving Center of issues opened and resolved.
  • Communicate with the Receiving Centers and provide directions on actions to take for customer issue resolution.
  • Work in close collaboration with the Receiving Partners on a regular and ad-hoc basis.
  • Work collaboratively with Customer Service Team to identify issues and resolution.
  • File Claims with suppliers and carriers for lost assets and follow through for appropriate actions.
  • Create daily/weekly/monthly reports for tracking Key Performance Metrics for the department and for measuring partner performance.
  • Assist in identifying process improvement opportunities; defining the processes; and implementing them.
  • Assist, when necessary, with other parts of the organization during peak seasons with operational processes or projects.  Flexible to assist wherever help is needed within the operational team.
  • During peak seasons, help train seasonal employees and provide direction to them


Minimum Qualifications:

  • 0-2 years relevant work experience in logistics, order management, or supply chain operations.
  • Bachelor of Science, preferably in Business Administration with emphasis in Operations/Distribution/Supply Chain.
  • Demonstrated strength in organizational and planning skills.
  • Demonstrated ability to use judgment and logic to determine issue resolution, sometimes in ambiguous situations. 
  • Excellent analytical and problem-solving skills.
  • Must be detail-oriented and comfortable working in a small company environment, working with a variety of company functions, techniques, and people.
  • Strong interpersonal skills to interact with diverse groups of people—Customers, Logistics Service Providers, internal Customer Support team members, internal operational team members, Engineers, etc.
  • Excellent verbal and written communication skills.
  • Strong proficiency in MS Office Suite of Products:  Outlook, Excel, Powerpoint, Word.
  • Entrepreneurial spirit and desire to do whatever it takes to help a young, growing company succeed


This is a temporary (Seasonal Hire - 1 - 2 months), full-time, non-exempt position.


Read more about our success.

Rafter Experiences 1,400 Percent Annual Revenue Growth in On-Campus Commerce -  




To learn more about Rafter, visit us on the web at www.rafter.com.

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