eCommerce Fulfillment Associate
eCommerce Fulfillment Associate
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
• 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
The team works cross-functionally with Marketing, Merchandising, Store Operations, Customer Care, IT, others throughout the company, and a significant roster of external agencies/resources to develop successful strategies and execute programs.
POSITION SUMMARY:
The eCommerce Fulfillment Associate will act as support for the Fulfillment Manager and work to ensure customer orders are shipped/ready for pickup in a timely manner. The primary focus will be on working with our store teams, offering them guidance, feedback, and assistance on Web Order execution. They will also partner with other internal departments to facilitate answers to questions regarding product, shipping, and possible site issues. This associate will work primarily out of Deck Commerce to identify orders in need of attention and react accordingly. There are also times when they will be utilized in release testing and troubleshooting.
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
The team works cross-functionally with Marketing, Merchandising, Store Operations, Customer Care, IT, others throughout the company, and a significant roster of external agencies/resources to develop successful strategies and execute programs.
POSITION SUMMARY:
The eCommerce Fulfillment Associate will act as support for the Fulfillment Manager and work to ensure customer orders are shipped/ready for pickup in a timely manner. The primary focus will be on working with our store teams, offering them guidance, feedback, and assistance on Web Order execution. They will also partner with other internal departments to facilitate answers to questions regarding product, shipping, and possible site issues. This associate will work primarily out of Deck Commerce to identify orders in need of attention and react accordingly. There are also times when they will be utilized in release testing and troubleshooting.
PRINCIPAL ACCOUNTABILITIES:
- Review open web orders in Deck Commerce and follow up with stores regarding orders that need addressed.
- Keep users in Deck Commerce current. Adding, removing, and reassigning users as needed.
- Re-assigning zero pick order items for the DC.
- Ensuring vendor ship orders are following the proper flow:
- PO created,
- Shipped in a timely manner, and
- Marked correctly once arrived in-store (Vendor Ship In-Store Pickup orders).
- Review DC assigned orders and follow up on any in question to ensure they have shipped to the customer.
- Proficient in handling Web Order related questions from store teams as well as Customer Care and other SSC partners.
- Review rejected orders, determine why it was rejected, follow up appropriately.
- Use feedback and experience to make site/OMS improvement recommendations.
SUPERVISORY RESPONSIBILITIES:
The incumbent does not have any direct reports.
QUALIFICATIONS:
- At least 3 years of retail experience, eCommerce fulfillment experience a bonus.
- An understanding of web order options such as, shipping, vendor shipping and pickup.
- Basic understanding of Microsoft Office, especially excel.
- Strong written and verbal communication skills, ability to listen and get to the root cause of an issue as well as determine next steps.
- 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