E - Commerce Fulfillment Associate
E - Commerce Fulfillment Associate
POSITION SUMMARY:
The eCommerce Fulfillment Associate supports the eCommerce Fulfillment Director with one primary goal: ensuring every online customer receives their order on the date we promised. This is an entry-level role, but it is not a task-only role. Orders rarely go off track for the same reason twice, and the associate is expected to look past the surface of an issue, figure out why it happened, and decide on the best next step to protect the customer experience.
Working primarily within the OMS, this associate monitors order flow, identifies orders at risk, investigates root causes, and partners with store teams and internal departments to resolve issues related to product, shipping, and the site. The associate also looks for patterns across orders and stores, brings forward ideas to prevent repeat problems, and supports release testing and troubleshooting.
PRINCIPAL ACCOUNTABILITIES:
The eCommerce Fulfillment Associate supports the eCommerce Fulfillment Director with one primary goal: ensuring every online customer receives their order on the date we promised. This is an entry-level role, but it is not a task-only role. Orders rarely go off track for the same reason twice, and the associate is expected to look past the surface of an issue, figure out why it happened, and decide on the best next step to protect the customer experience.
Working primarily within the OMS, this associate monitors order flow, identifies orders at risk, investigates root causes, and partners with store teams and internal departments to resolve issues related to product, shipping, and the site. The associate also looks for patterns across orders and stores, brings forward ideas to prevent repeat problems, and supports release testing and troubleshooting.
PRINCIPAL ACCOUNTABILITIES:
- Monitor open web orders in the OMS, prioritize those most at risk of missing the customer promise date, and follow up with stores to drive resolution.
- Investigate unfulfillable items, weigh the available options, and take the action that best protects the customer and the business.
- Analyze rejected orders to identify the root cause, not just the symptom, and follow up with stores or partners to prevent the issue from recurring.
- Research DC-assigned orders in question, using tracking and system data to confirm they have shipped and to resolve any discrepancies.
- Ensure vendor ship orders follow the proper flow (PO created, shipped on time, and marked correctly on in-store arrival for Vendor Ship In-Store Pickup orders); recognize where the process has broken down and act or escalate accordingly.
- Serve as a resource for web order questions from stores, Customer Care, and other SSC partners by gathering the facts, asking clarifying questions, and determining the right next step.
- Monitor store compliance with web order procedures, notice trends by store or district, and share observations and suggested solutions with the Fulfillment Director.
- Maintain proficiency in web order policies and procedures; use judgment to recognize when a situation falls outside standard process and escalate it with a recommended solution.
- Maintain OMS user access: add, remove, and reassign users as needed.
- Identify recurring order issues and recommend site, OMS, or process improvements, supported by examples or data.
- Support release testing and troubleshooting by thinking through real-world order scenarios, documenting issues clearly, and confirming fixes work as intended
QUALIFICATIONS:
- 1+ years of experience in retail, customer service, or operations; eCommerce fulfillment experience a plus.
- Demonstrated critical thinking: asks the right questions, connects information from multiple sources, and gets to the root cause of an issue rather than just addressing the symptom.
- Sound judgment when prioritizing work and making decisions with incomplete information, including knowing when to act independently and when to escalate.
- Natural curiosity and a continuous-improvement mindset; comfortable asking “why” and questioning whether there is a better way.
- An understanding of web order options such as shipping, vendor shipping, and in-store pickup, or the ability to learn them quickly.
- Basic proficiency in Microsoft Office, especially Excel (sorting, filtering, and simple formulas), to review order data and spot trends.
- Strong written and verbal communication skills, with the ability to listen, explain an issue clearly, and present a recommended next step.
- 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.