Fulfillment Lead

Order Processing Specialist

Required Skills & Experience 4+ years of experience. Prior experience in order processing, data entry, logistics, or operations administration strongly preferred. Exceptional attention to detail and accuracy, particularly when processing a high volume of orders. Proficiency with QuickBooks Online (QBO), Salesforce, and standard shipping platforms (FedEx, UPS, freight/LTL), or comfort learning new systems quickly. Strong written and verbal communication skills; responsive and professional with customers, vendors, and internal team members. Excellent organizational skills and ability to manage multiple order streams, inboxes, and priorities simultaneously. A collaborative, problem-solving mindset interested in identifying and helping fix process gaps, not just processing orders as-is. This is primarily a desk-based role; regular physical presence in the warehouse is not required.

Job Description

Order Processing (Primary Focus):

• Process all incoming customer orders across product lines including Accessory orders and Service related orders from receipt through invoicing.
• Review incoming purchase orders for pricing, quantities, units of measure, and discrepancies; process customer orders and invoices in QuickBooks Online (QBO) and Salesforce.
• Generate shipping labels (FedEx, UPS) for warehouse staff to print and fulfill on-site.
• Create and maintain Bills of Lading (BOLs), packing lists, commercial invoices, and other required shipping documentation.
• Coordinate LTL and freight shipments, including scheduling pickups and obtaining carrier quotes; verify consignee information, shipping requirements, and delivery instructions.
• Track time-and-materials billing for applicable orders and services.

Process Improvement & Order Tracking:

• Partner with the Head of Fulfillment and Operations leadership to identify opportunities to systematize and optimize order processing and fulfillment workflows.
• Help build and maintain a shared order-status tracking process across product lines so every order is accounted for once, preventing duplicate processing and missed orders.
• Flag recurring errors or bottlenecks (e.g., order accuracy, shipping delays) and help design and implement fixes.

Fulfillment Coordination:

• Hand off completed labels, invoices, and order documentation to the warehouse team for picking, packing, and shipping.
• Coordinate with warehouse staff on order readiness and shipping priorities.
• Support the shipping process for accessories, systems, RMAs, and customer orders from processing through hand-off to the warehouse team.

Inventory & Procurement Support:

• Maintain accurate inventory levels for accessories, hardware, and operational supplies, in coordination with warehouse staff.
• Support weekly inventory counts and cycle counts to help ensure inventory accuracy.
• Maintain receiving logs and inventory tracking documentation; communicate replenishment needs to Operations.
• Assist with procurement tasks (e.g., QBO purchase orders, vendor web portals) as time allows, with opportunity to take on more of this over time.

Customer & Team Support:

• Respond to customer order inquiries, RMA requests, shipping questions, and product return coordination.
• Interact directly with customers by phone and electronically to ensure a positive customer care experience.
• Support operational continuity by assisting with team responsibilities during absences or increased workload.
• Collaborate with fulfillment and warehouse team members to keep orders moving smoothly.
• Provide backup support for office administrative functions as needed.