Summary:

The Fulfillment Specialist is responsible for accurately processing and invoicing customer orders, coordinating delivery changes, assigning available merchandise, completing fulfillment requests, returns, and exchanges, and supporting Customer Pick Up (CPU) counter operations. This role supports timely and efficient delivery outcomes by maintaining accurate order information and completing assigned work within established service expectations.

The Fulfillment Specialist partners closely with Fulfillment leadership, Delivery, Receiving, and other support teams to resolve order issues and provide consistent customer experience. Success in this role is measured by order accuracy, invoicing completion, open order management, timely issue resolution, and customer service.

Job Responsibilities:

• Invoice customer orders accurately and within required processing timelines
• Process customer orders and verify all information is accurate and complete
• Complete delivery change forms and update order details as requested
• Assign available merchandise to orders based on product availability and customer readiness
• Process fulfillment requests and communicate completion or outstanding needs
• Complete returns and exchanges accurately in accordance with established procedures
• Manage order statuses, including Scheduled, Estimated, and Customer Will Call
• Coordinate delivery scheduling based on capacity, geography, product availability, and service levels
• Support the execution of Next-Day and Same-Day delivery programs
• Review special orders and support established delivery timelines upon product receipt
• Assist with open order cleanup and aging order management to maintain system accuracy
• Support the resolution of delivery issues involving delays, damages, missing items, or service concerns
• Partner with delivery and inventory teams to ensure consistent communication and order flow
• Provide customer-first service during all fulfillment interactions

Customer Pick Up (CPU) Counter Support

• Provide coverage at the front CPU desk and perform assigned duties while stationed at the Customer Pick Up counter
• Greet and assist guests arriving to pick up their orders in a professional and customer-focused manner
• Submit customer orders for RF Picking and monitor their progress to support timely pickup completion
• Communicate customer arrivals, order details, and pickup priorities to the Warehouse CPU Product Handler

Reporting & Performance Management

• Monitor assigned fulfillment work and key performance measures, including:
• Open order volume and aging
• Invoicing completion and order accuracy
• Complete assigned daily reporting and provide accurate status updates to Fulfillment leadership
• Identify recurring order issues or processing errors and communicate them for corrective action

Inventory & Order Flow Management

• Utilize reporting tools to track incoming product and prioritize “hot” inventory for delivery
• Coordinate with receiving and inventory teams to align inbound product with customer orders
• Ensure merchandise is properly assigned and reserved to prevent allocation errors or overselling
• Monitor special order timelines and communicate issues that may affect customer commitments

Team Collaboration & Development

• Participate in daily team huddles to understand priorities and operational needs
• Follow standard operating procedures and maintain consistent execution of assigned tasks
• Accept coaching and feedback while demonstrating accountability for performance and accuracy
• Support team coverage and collaborate with coworkers to complete daily fulfillment workload

Process Improvement & Execution

• Identify order-processing, scheduling, or inventory issues that may cause delays or errors
• Recommend practical process improvements that support accuracy, efficiency, and customer service
• Support Fulfillment leadership with operational initiatives and execute assigned responsibilities

Supervisory Responsibilities:

This position has no direct supervisory responsibilities.

Work Environment

This job operates on-site in an office and customer-facing CPU counter environment. The role routinely uses standard office equipment such as computers, phones, and printers.

Physical Demands

• The employee will regularly have prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Qualifications needed to perform this position:

• Successful track record of at least 1 year of office experience
• Computer literate with proficiency in Microsoft Office and the ability to learn order-management systems
• Exceptional listening, interpersonal, and problem-resolution skills
• Excellent verbal and written communication skills
• Strong attention to detail and commitment to order accuracy
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously
• Ability to work independently while collaborating effectively with a team

Position Type/Expected Hours of Work:

This is a full-time, on-site position.

This job description is intended to convey information essential to understanding the scope of this position. It is not intended to be an exhaustive list of qualifications, skills, duties, or responsibilities associated with the role.

Equal Opportunity Employer Statement

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other protected status under applicable law.