Customer Service/Order Fulfillment Manager

2 months ago

Chicago, United States Remote VA PH Full time

Order Fulfillment Manager Job Description

An Order Fulfillment Manager oversees the end-to-end order fulfillment process within an organization, with a focus on leveraging technology platforms such as Gorgias (for customer support) and Klaviyo (for email marketing and communication). Their primary goal is to ensure that customer orders are accurately processed, efficiently fulfilled, and delivered on time. This role involves collaboration with various teams, including customer service, warehouse staff, logistics partners, and suppliers. Responsibilities:

Order Processing and Fulfillment: Receive and process customer orders promptly. Coordinate order picking, packing, and shipping. Ensure accurate inventory management and tracking. Utilize Gorgias for efficient customer support and issue resolution.

Warehouse Operations: Manage warehouse staff and allocate tasks effectively. Optimize warehouse layout and organization. Implement safety protocols and maintain a positive work environment.

Quality Control: Inspect orders for accuracy and quality. Address any discrepancies or issues promptly. Maintain high standards for order fulfillment.

Shipping Preparation: Coordinate with carriers and logistics partners. Prepare shipments for timely delivery. Monitor shipping performance and address delays.

Collaboration: Work closely with customer service representatives to meet service level agreements (SLAs). Liaise with external partners, such as third-party logistics providers (3PLs). Utilize Gorgias for efficient communication with customers.

Email Communication (via Klaviyo): Leverage Klaviyo for order-related email communication. Send order confirmations, shipping updates, and personalized messages. Optimize email campaigns to enhance customer engagement.

Technology and Systems: Be proficient in inventory management systems (IMSs) and warehouse management systems (WMSs). Utilize Gorgias for streamlined customer support. Leverage Klaviyo for targeted email marketing.

Qualifications:

Education: Bachelor’s degree in Business or a related field. Experience:

Previous experience in order fulfillment, supply chain, or a related field. Familiarity with warehouse operations and logistics. Proficiency in using Gorgias for customer support and Klaviyo for email communication.

Skills:

Excellent organizational skills. Strong attention to detail. Effective communication and customer service abilities. Multitasking capability.

Physical Stamina:

The role may involve physical tasks related to warehouse management.

Teamwork:

Ability to collaborate with cross-functional teams.

Software Proficiency:

Familiarity with inventory management systems (IMSs) and warehouse management systems (WMSs). Proficiency in Gorgias and Klaviyo .

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