eCommerce Fulfillment Analyst

You’ll help make sure online orders get out the door on time. Each day you’ll review open orders, work with the supply chain, logistics, and customer service teams to fix problems, and track shipping partners to catch delays early. You’ll also watch key numbers like lead times, shipping times, and backorders, work to cut backorders and handle end-of-life products and replacements, and make sure customers see accurate delivery dates on the company’s website. You’ll write up the procedures behind it all and look for ways to make the process better. RESPONSIBILITIES

• Run day-to-day eCommerce fulfillment operations by reviewing open orders and collaborating with teams to get orders out
• Support day-to-day eCommerce demand planning by reviewing open orders and collaborating with teams to prevent backorders and ensure accurate delivery promise messaging on the company website
• Evaluate logistics and shipping partner performance and surface exceptions and issues to the correct parties for resolution
• Work with Supply Chain to reduce backorders, manage end-of-life (EOL) products and replacements, and proactively prevent order issues
• Monitor and act on exception reporting, and track KPIs for lead times, shipping time, backorders, and shipping exceptions to progress toward operational goals for the direct eCommerce business
• Develop strategies to mitigate risk and prevent obsolescence and aged inventory
• Develop requirements for reporting automation and process enhancements
• Create documentation and standard operating procedures for fulfillment procedures, escalations, and reporting to drive improvements
• Partner with data scientists to develop and improve reporting and actionable qualitative feedback
• Use surveys to analyze and drive improvements based on qualitative feedback
• Partner with the customer service team to understand consumer pain points and work on initiatives to improve the customer experience
• Review and approve documents, materials, and products, and monitor work processes to assess completeness, accuracy, and conformance to standards and specifications
• Confer with department supervisors and other personnel to assess progress and discuss needed changes
• Develop and maintain constructive and cooperative working relationships with all stakeholders

• Bachelor’s degree required
• 2-5 years of relevant experience in fulfillment and direct-to-consumer eCommerce business operations
• Experience with eCommerce, retail, or home appliance businesses
• Extensive use of Microsoft PC software, including Excel spreadsheets, Word, and Access, and experience with SAP or similar sales order management software
• Experience creating process flows, procedural documentation, and business reporting, including KPI measurement
• Strong analytical, problem-solving, and decision-making skills
• Excellent verbal and written communication skills, with strong attention to detail and interpersonal skills
• Ability to work under pressure and deadlines, and to manage multiple projects and often competing priorities

• Ability to navigate a large organization to gather information, elicit feedback, gain buy-in, and engage others in B2C activities MUST HAVE

• Root Cause Analysis
• Vendor Management
• Quality Assurance