E-Commerce Fulfillment Coordinator
E-Commerce Fulfillment Coordinator
THE DEPARTMENT:
The eCommerce team is responsible for the customer’s experience with Helzberg online, from initial impression through to successful order fulfillment, as well as the financial results from the channel. The primary objectives of the department include:
POSITION SUMMARY:
The eCommerce Fulfillment Coordinator will be responsible for ensuring order issues are addressed in a timely manner as well as identifying consistent themes in order related questions to determine if there may be a technical issue or a possible training issue and make the appropriate recommendation to leadership. With technical issues, the eCommerce Fulfillment Coordinator will also ensure any open tickets are addressed in a timely manner, as specified and answer any questions that may come from our development partners or OMS partners. Once items are ready for testing, this position will be the first line for UAT testing. In conjunction with addressing order issues, they will also review customer survey feedback, following up with internal partners on actionable items and checking for possible themes. Finally, they will act as a level II support for the eCommerce Fulfillment Associate and assist in training for the eCommerce Fulfillment Associate, DC Web Order associates and Customer Care associates.
PRINCIPAL ACCOUNTABILITIES:
SUPERVISORY RESPONSIBILITIES:
The incumbent does not have any direct reports.
QUALIFICATIONS:
COMPETENCIES:
Analytical Thinking, Customer Service Orientation, Integrity, Information Seeking, Personal Accountability, Flexibility, Teamwork and Cooperation
The eCommerce team is responsible for the customer’s experience with Helzberg online, from initial impression through to successful order fulfillment, as well as the financial results from the channel. The primary objectives of the department include:
- Direct sales, margin and profitability from transactions completed on Helzberg.com.
- Driving customers to stores for transactions after an initial research phase on the site.
- Customer satisfaction and Net Promoter Score with all aspects of the online experience.
POSITION SUMMARY:
The eCommerce Fulfillment Coordinator will be responsible for ensuring order issues are addressed in a timely manner as well as identifying consistent themes in order related questions to determine if there may be a technical issue or a possible training issue and make the appropriate recommendation to leadership. With technical issues, the eCommerce Fulfillment Coordinator will also ensure any open tickets are addressed in a timely manner, as specified and answer any questions that may come from our development partners or OMS partners. Once items are ready for testing, this position will be the first line for UAT testing. In conjunction with addressing order issues, they will also review customer survey feedback, following up with internal partners on actionable items and checking for possible themes. Finally, they will act as a level II support for the eCommerce Fulfillment Associate and assist in training for the eCommerce Fulfillment Associate, DC Web Order associates and Customer Care associates.
PRINCIPAL ACCOUNTABILITIES:
- Implements and communicates fulfillment practices to meet business needs by collaborating with cross functional leadership including eCommerce, Customer Care, Merchandising, SSC Store Operations, store sales associates and regional leadership teams, IT, and external vendors (Oracle, Deck Commerce).
- Supports eCommerce Fulfillment Director by producing daily reporting for the store operations team to surface potential late and problem orders.
- Resolves internal customer issues and concerns, escalating unresolved issues to management. Identifies patterns of issues and recommends potential solutions to management.
- Ensures order accuracy and compliance by proactively reviewing orders looking for potential errors that may lead to poor customer experiences, loss of revenue or other fail points.
- Reviews and manages open tickets in Solution Point, ensuring they are addressed accordingly and in a timely manner. Looks to identify consistent themes and propose actionable solutions for functional partners.
- Serves as primary point of contact for all web order related questions and support across the organization.
- Oversees web order ticketing process with OMS vendor and internal partners by establishing accountability and follow up with stakeholders.
- Partners with QA team to execute UAT for product and enhancements and break fix solutions.
- Facilitates training for eCommerce fulfillment team, distribution center fulfillment associates, and Customer Care team.
- Maintains and adjusts retail store fulfillment prioritization within the OMS based on measured compliance and accuracy of fulfillment execution.
- Reviews customer surveys with particular attention to open-ended comments; sharing actionable feedback with respective functional teams.
SUPERVISORY RESPONSIBILITIES:
The incumbent does not have any direct reports.
QUALIFICATIONS:
- 3-5 years eCommerce experience within a fulfillment area required.
- Proven project management skills.
- Strong written and verbal communication skills, ability to listen and get to the root cause of an issue as well as determine next steps.
- Strong analytical and problem solving skills required, along with the ability to work on multiple tasks with keen attention to detail.
- PC or MAC literate in Microsoft applications (Word, Excel, PowerPoint, Project).
- Hybrid schedule with predictable onsite attendance required three or more days per week to perform essential functions involving interactive behaviors with co-workers and managers, operation, or manipulation of equipment and/or materials located only on site, and direct interaction with internal and/or external customers.
COMPETENCIES:
Analytical Thinking, Customer Service Orientation, Integrity, Information Seeking, Personal Accountability, Flexibility, Teamwork and Cooperation