Fulfillment Coordinator

Job Title: Fulfillment Coordinator

Location: 9955 59th Ave. N. Plymouth, MN 55442

Duration: 6+ months (possible extension)



HM Notes:

  • Immediate need for a Fulfillment Coordinator to provide robust support to the PG&A Fulfillment team.
  • Someone who can Monitor & Order support
  • Excellent oral and written communication skills required.
  • Remote to start - onsite after Labour day (6 September)
  • Fresh college grade is fine
  • Two round of interview
  • Bachelor's degree is Ecommerce, Business, Operations, or communications preferred but not required

TOP SKILLS

  • Experience with Excel is preferred
  • Customer Service Experience
  • Problem Solver

JOB SUMMARY

As part of the Parts, Garments & Accessories (PG&A) team, the Fulfillment Coordinator, E-Commerce Fulfillment Experience is an integral part of the E-Commerce team, with responsibility for the maintenance and improvement of daily order management and customer service operations. PG&A E-Commerce is one of the fastest growing teams, but there is still a huge potential for growth. This critical role will focus on delivering a seamless fulfillment and customer service experience. The role will work closely with Fulfillment Experience team, Logistics, Customer Service Agents. The fulfillment specialist should possess problem solving skills, be detailed oriented, and have a customer-centric mindset.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Order Support

  • Monitor all open orders to ensure they are following the appropriate order path. Identify order issues, and accurately document the scenario when discrepancies are found.
  • Partner with the Fulfillment Specialist and occasionally Development team when technical order issues arise. Clearly communicate the issue and impact to the teams, so they can assist with resolution.
  • Utilize reporting tools to monitor and evaluate many orders at a time to identify themes in fulfillment issues.
  • Demonstrate a sense of urgency when reacting to customer disruptions and can prioritize defects based on impact. Escalate issues as needed.
  • Monitor and analyze dropship orders to ensure they are being executed efficiently, and in a timely manner. Partner with drop shippers via phone and e-mail to triage issues that arise.
  • Monitor and analyze Ship to Dealer orders on occasion to ensure they are following the necessary order path, and in a timely manner. Communicate with dealers to ensure they are completing operational tasks.
  • Act as a back-up the Omni-Channel and Fulfillment specialists.
  • Partner with cross-functional teams to resolve inventory and order issues as they arise.

Customer Service

  • Partner with the Customer Service agents to understand how customer touchpoints are impacted by all fulfillment partners actions and decisions.
  • Work side by side, and as a back-up to our customer service agents to directly interact with customers in all channels.
  • Review and monitor Tier 1 and Tier 2 customer service cases for quality and accuracy. Identify training opportunities. Write and deliver on-going training to the Tier 1 team (Located in Texas), and the Tier 2 team.
  • Monitor and respond to financial chargebacks in all payment channels and disputes when needed by providing an appropriate analysis.
  • Monitor and respond to customer returns and escalated dispute cases in marketplaces.
  • Assist the E-Commerce Customer Service representative in escalated customer order issues.
  • Be an advocate for the last mile journey customer experience.
  • Act as an integral team member in all new customer service initiatives and projects.
  • Occasionally resolve employee ordering issues.
  • Monitor and respond to inquiries in all PG&A Fulfillment inboxes.
  • Perform all other duties as assigned.

REQUIREMENTS, SKILLS AND KNOWLEDGE

  • Bachelor's degree in Business or related experience.
  • 1-year experience in E-Commerce order fulfillment, digital product management, account management, customer service and/or operations roles preferred.
  • Excellent PC skills required, including Microsoft Excel, Word and PowerPoint.
  • Solid math, analytical and problem-solving skills
  • Demonstrated experience of providing exceptional customer service, and a passion for keeping the customer first.
  • Interest or experience in working with data tools and analyzing large data sets
  • Experience in cultivating and maintaining relationships inside and out of immediate team.
  • Ability to work and manage through ambiguity; a self-starter.
  • Ability manage daily tasks and prioritize based on customer needs.

Thanks & Regards,


Mridul Singh

Experis CORE+

Phone: 414-203-8334 Ext: 7192

Text: 414-246-4728

Email:

Linkedin: https://www.linkedin.com/in/mridul-singh

www.experis.com

100 Manpower Place, Milwaukee WI 53212
Company
Experis
Posted
09/01/2021
Salary Range
$33,000.00 - 51,000.00
per Year
Salary range estimated by
Location
Plymouth, MN 55447, US