Order Fulfillment Specialist

Job Type


Full-time

Description

As an Order Fulfillment Specialist, you are responsible for ensuring our customers enjoy the WOW factor when receiving their order. You'll be responsible for preparing daily orders for ecommerce fulfillment & ensuring customer satisfaction. You need to be detail-oriented, well-organized, work quickly, and proactively problem solve. You will use systems such as Commerce Hub & Syteline for generating sales orders, shipment labels/paperwork, and work with our team to ensure proper inventory is picked and shipped. Professional communication with internal teams and customers is essential. You'll be the difference between their customer experience being just average or an exceptional one.


Requirements

ROLE AND RESPONSIBILITIES

• Fulfillment of daily orders including entering orders, generating sales orders, shipping


labels/paperwork, picking merchandise, labeling boxes & scheduling shipments.

• Supportive customer advocate at all stages of the order process.

• Serve as the voice of the customer to help drive enhancement of the order process.

• You will monitor open orders & resolve customer issues with amicable solutions.

• Build & maintain customer relationships by providing prompt & accurate service to promote customer loyalty.

• Assist in answering customer calls & emails.

• Takes ownership of customer concerns & order issues to ensure customer satisfaction.

• Compose & send written correspondence to customers as needed.

• Ability to understand & resolve complex questions & issues.

• Collaborate closely with cross-functional teams (Sales, Planning, Production) to deliver optimal customer experiences.

• Expedite aged orders to improve the speed to ship to our customers.

• Perform cycle counting and reconcile problems with operations.

• Keeps track of the type of customer complaints & analyzes the trend to minimize them.

• Other duties & special projects as assigned (office and warehouse based).

REQUIRED SKILLS/ABILITIES

• Well organized with an aptitude for detail.

• Sense of urgency. Out of the box thinker.


• Ability to maintain confidence, confidentiality, and composure during difficult and/or complex situations.

• Proven customer support experience.

• Strong communication & active listening skills.

• Good conflict resolution skills.

• Strong problem solving & independent decision-making skills.

• Ability to work both independently & as a part of a team.

• Ability to prioritize tasks and communicate and present information to customers, peers, and all levels


of management.

• Knowledge of shipping and transportation methods and rates.


EDUCATION AND EXPERIENCE

• High School diploma required. College degree preferred.


• Experience with MS software and data entry required.

• Experience with EDI (Electronic data interchange) orders and customer portals/websites required.

• Minimum 1-2 years of work experience in customer service, warehouse, order fulfillment preferred.

• Minimum 1-2 years of experience with UPS/FedEx or other shipping systems required.

PHYSICAL REQUIREMENTS

• May occasionally involve stooping, kneeling, crouching, and moving boxes and constant moving and standing


• Ability to lift 50 lbs.

Salary Description


$23-24