Job Description
Job Summary: We are seeking a highly organized and proactive E-commerce Order Management Coordinator to join our team. The coordinator will be responsible for overseeing the end-to-end order process, ensuring efficient order fulfillment, resolving order-related issues, monitoring stock levels and replenishing evergreen items. This position requires excellent communication skills, attention to detail, determination and sustained effort in fulfilling responsibilities and meeting deadlines and the ability to collaborate across teams.
Key Responsibilities
- Order Coordination & Fulfillment:
- Oversee and manage the daily flow of orders from multiple e-commerce channels.
- Ensure orders are transmitted through eComm and warehouse systems accurately and within SLA, coordinating between the warehouse, logistics, and eCommerce teams.
- Track orders throughout the fulfillment process, ensuring that orders are shipped on time and tracking information is returned to the Shopify platform
- Address and resolve any order issues, collaborating with relevant teams to ensure accurate fulfillment and delivery to customer.
- Customer Support & Communication:
- Serve as point of contact for the customer service team regarding order status, shipping details, product availability, and any issues with orders.
- Proactively communicate with the customers service team regarding delays, product availability, or potential shipping issues, providing clear, accurate and timely updates.
- Track and Coordinate order cancellation needs.
- Inventory & Supply Chain Collaboration:
- Work closely with the inventory team to monitor stock levels.
- Flag any inventory discrepancies and work with the team to take corrective action.
- Coordinate with the purchasing and warehouse teams to forecast and manage evergreen product availability.
- System Oversight:
- Utilize and maintain the general fulfillment layer (GFL) to ensure all orders are accurately flowing through the fulfillment process, tracked and updated.
- Utilize the order management system (OMS) for order inquiries and troubleshooting.
- Utilize the Shopify platform for researching order issues and validating accurate flow of order data.
- Data Analysis & Reporting:
- Generate ad hoc reports on order volume, fulfillment rates and other key performance metrics.
- Analyze order trends, identify bottlenecks in the order process, and suggest improvements to increase efficiency and customer satisfaction.
Qualifications
- Bachelor’s degree in Business, Operations, Supply Chain, Logistics, or a related field (preferred).
- 2+ years of experience in e-commerce operations, e-commerce order management or logisitics
- Strong proficiency in order management systems (OMS) and e-commerce platforms (Shopify, Magento, etc.).
- Excellent organizational and multitasking skills with a strong attention to detail.
- Effective communication and problem-solving abilities, both written and verbal.
- Ability to work in a fast-paced environment, meeting deadlines and managing priorities.
- Experience with ticketing tools (Jira, Linear, etc.) is a plus.
- Understanding of inventory management and supply chain processes is advantageous.
- Analytical mindset with the ability to generate insights from order data and optimize workflows.
Preferred Skills
- Knowledge of order fulfillment and shipping methods, including experience working with third-party logistics (3PL) providers.
- Ability to analyze data and generate actionable insights to improve operational efficiency.
- Experience working in a high-volume e-commerce environment or retail industry.
The salary range for this position is $63,000-$77,000, which represents base pay only and does not include short-term or long-term incentive compensation. When determining base pay, as part of a final compensation package, we consider several factors such as location, experience, qualifications, and training.
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