eCommerce Fulfillment Specialist

The eCommerce Fulfillment Specialist is a cross-functional position trained in multiple areas of the operation. This role’s primary responsibility will be the safe, secure, and accurate fulfillment of online customer orders.

Job Title:           eCommerce Fulfillment Specialist

Organisation:    Dwellings Group – Trinidad

Location:           Dwellings Trinidad All Locations

Reports To:       Retail Business Manager

Position Description        

The eCommerce Fulfillment Specialist is a cross-functional position trained in multiple areas of the operation, including inbound processing, order fulfillment, order packaging, and customer returns processing. This role’s primary responsibility will be the safe, secure, and accurate fulfillment of online customer orders. The associate will also be cross-trained in a variety of processes within the operation and will be trained to perform a number of activities including picking orders via a hand held RF device or manual pick sheet, and configuring, packing and prepping customer parcels for shipment. Secondary activities and work assignments will include online order return inspection and credit, online order return salvage, inventory control, and parcel order load and shipment.

Essential Functions

1. Customer Service – confirm order with customer via email and phone/WhatsApp when necessary, coordinating any changes to order based on availability of items.  Ensure all delivery/collection information is accurately communicated on a timely basis.
2. Fraud Detection – complete all fraud detection checks to confirm orders for release, flagging any suspicious orders for further investigation.
3. Order Fulfillment - Efficiently pick customer orders or shipments to ensure that the correct number of units and type of product is picked and prepped appropriately for shipment or collection.
4. Delivery/Collection - Arrange for delivery courier schedule of collections for all packages and coordinate with in-house delivery team for large object truck delivery.  Arrange for transfer of inventory to designated collection location as needed.
5. Returns Processing – arrange to issue a customer credit during the returns and inspection process where products do not meet the requirements of the order.  Process customer returns, inspecting the items and determining proper disposition. Conduct a quality inspection and, if determined to be a sellable unit, repackage, label, and enter back into inventory. If the item(s) are not in sellable condition, prepare the product for destruction. Requires a thorough understanding of health and hygiene standards.
6. Coordinate with Buying and Web Teams to update items not available or incorrectly displayed (eg colour, sizes, specifications) and any other website issues (payment problems, checkout errors etc.) to ensure a smooth and seamless customer experience
7. Maintain a clean, neat, orderly, and safe work area at all times.
8. Perform other duties as assigned by management.

Requirements        

• Associate degree or equivalent in Operations, Office Management or other related discipline
• Strong analytical and organizational skills.
• Excellent proficiency in Microsoft Excel – pivot tables.
• Ability to write and communicate in a professional, articulate manner.
• Ability to lift and mobilize medium to large items, up to 150 lb., while utilizing appropriate equipment and safety techniques
• Ability to work well in teams and to deliver results under pressure