Ecommerce Fulfillment Officer at Ruff n Tumble

Job Description

• The Ecommerce Fulfillment Officer is responsible for tactical day to day operations for Ecommerce fulfillment to executing strategic objectives of improvements.
• Monitor open orders daily, working with internal teams, and our logistics partners to quickly resolve and have orders shipped on time and fix orders that have issues.
• This will require day to day operational support to collaborate between Supply Chain, Customer Service, Admin and IT Teams.

Responsibilities / Deliverables / Outcome

• Run day to day business operations of eCommerce fulfilment by reviewing open orders and collaborating with teams to get orders out.
• Evaluate Logistics and Shipping partners performance and surface exceptions and issues to the correct parties for resolution.
• Work with our Supply Chain team and category managers on improving backorder replacement and order exceptions to pro-actively prevent order issues.
• Track defects and develop full reconciliation of open orders to understand root cause.
• Partner with customer service team to understand consumer pain points and work on initiatives to improve customer experience.
• Troubleshoot issues relating to order shipments, ecommerce purchase, order fulfilment etc to Ecommerce Manager.
• Communicate to warehouses any special requirements in relation to customer orders as necessary.
• Liaise directly with the Customer Service Unit/Ecommerce Manager to resolve any customer complaints or issues as necessary.
• In addition, this position will be responsible for the documentation of order and returns, exceptions root causes to illustrate and get resolutions / fixes. This will be used to identify issues and drive process and system improvement requirements.
• The Ecommerce Fulfilment officer will need to diagnose and understand the underlying operational issues and opportunities in the business and work on initiatives to address them with the Ecommerce Manager for resolution.

Key Performance Indicators

• Order Fill Rate Percentage
• On-time shipping percentage.
• Total order cycle time.
• Internal order cycle time.
• Perfect order percentage.
• Order picking accuracy.
• Rate of return.
• Fulfilment accuracy rate.
• Percentage of orders received damage free

Desired Skills & Experience

• First Degree from a reputable higher institution
• Experience in e-commerce will be an added advantage
• Excellent verbal and written communication skills
• Strong Micro excel skill
• A good team player
• Good interpersonal and people skills
• Good organizational Skill
• Ability to manage time and prioritize tasks
• Strong ability to pay attention to detail
• Detail Oriented,
• Inventory Management,
• Auto Delivery,
• Customer Service,
• Accuracy,
• Accountable.