Assistant Manager, Ecommerce Customer Fulfillment

TITLE: Assistant Manager, Ecommerce Customer Fulfillment

TEAM: Retail Operations

FLSA STATUS: Exempt

REPORTS TO: E-Commerce Manager

POSITION SUMMARY: The Assistant Manager, E-Commerce Customer Fulfillment will be responsible for the customer order fulfillment and inventory management activity of the E-Commerce department. As a Goodwill Manager, you are an organizational leader responsible for creating a high performing work environment that results in positive team member experiences, excellent customer service and an overall successful operation that supports the mission. Managers model passion for work, strong positive leadership skills and are effective coaches to their direct reports. Managers are expected to understand warehouse and divisional objectives and to meet established goals including revenue, profit and expense control. This position has the authority to recommend and make decisions on hiring, coaching and discipline. Managers will be held accountable for behaving in accordance with divisional and organizational RISE values.

Essential Competencies:

• Develops Direct Reports and Others
• Process Management
• Customer Focus
• Confronting Direct Reports
• Managing Diversity
• Functional and Technical Skills

Key Responsibilities and Accountabilities:

1. Assists the Ecommerce manager with the overall operation of the business unit.
2. Onboards, trains, develops and coaches all direct reports in the business unit.
3. Helps to create an atmosphere of ongoing exceptional customer service to internal (associates, peers, other departments) and external customers (online purchasing customers) to include assisting the Customer Service Coordinator in resolving customer concerns.
4. Makes recommendations for hiring and evaluating of team members on the team.
5. Performs daily administrative/clerical functions of department operations.
6. Partners with Customer Service Coordinator and answers customers’ shipment questions and concerns courteously and promptly. Ensures custom fulfillment request are completed as described.
7. Manages and monitors the shipping team to ensures that all orders are shipped within 5 business days of payment, with a goal of 2 business days, and that pickup orders are available for pickup within 48 hours of payment.
8. Observes current processes and procedures and makes recommendations to E-Commerce manager to improve fulfillment process.
9. Ensures all orders are complete and arrive undamaged. Monitor shipping related refunds and take corrective action to minimize loss.
10. Maintains inventory of required shipping materials, and proactively orders supplies to ensure no work stoppage.
11. Monitors fulfillment operations to identify opportunities to reduce shipping costs.
12. Ensures that all shipments are picked up by the contracted shipping carriers on a daily basis.
13. Maintain inventory of online merchandise, ensuring that all are placed appropriately, and locations correctly entered into the online system
14. Maintain shipping performance metrics and provide reports as directed. Post up to date scorecards on department productivity. Reviews metrics with E-commerce Manager.
15. Fulfills the duties of department personnel as needed.
16. Models, monitors and enforces compliance with company policies, SOP’s and values. Makes recommendations to E-Commerce Manager of necessary changes of ongoing SOPs.
17. Ensures the general appearance of the facility and premises is according to agency standards.
18. Assists in the enforcement of facility safety and security procedures and ensures safety procedures are enforced on an ongoing basis.. May act as safety captain.
19. Performs all other duties as assigned.

Supervisory Responsibility:

This position has supervisory responsibility for the shipping team.

Required Qualifications:

1. High school diploma or equivalent plus one to three years previous management experience in retail, warehousing or similar service oriented business or environment (e.g. military experience).
2. Basic math and computer skills (ability to create and manipulate spreadsheets understand computerized time and attendance, understand POS systems etc.).
3. Ability to effectively communicate in English, both verbally and in writing in a clear manner.
4. Excellent customer service skills..
5. Must be willing to work flexible days and hours. Schedule must be flexible to meet the needs of a seven day per week business.

Preferred Qualifications:

1. Associate’s degree or higher.
2. Previous experience in the area of inventory movement, shipping and warehousing (preferably in a retail environment).
3. Fluency in a language other than English

Physical Demands

Medium

Lifting 50 pounds maximum with frequent lifting and/ carrying objects weighing up to 25 pounds. Prolonged walking, standing and frequent mobility are required.

Stretching and bending to stock shelves or fill racks.

Work Environment

Moderate

Occasionally exposed to extreme atmospheric conditions (temperature, noise fumes, dust, etc.)
 
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