Order Fullfillment CS Coordinator

Confidential Global • Full-time • New York City Metropolitan Area, US • $70k - $85k / year • 2w ago

We are seeking Order Fulfillment & Customer Service Coordinator with 2-5 years of experience ( preferable beauty industry ) to join our dynamic team. This role requires a highly organized and detail-oriented professional with a deep understanding of order management processes, customer service best practices, and the ability to work collaboratively with 3PL’s and across different teams ( sales/accounting/IT/supply chain ). The ideal candidate will have experience overseeing the entire order lifecycle, managing both EDI and manual orders, coordinating with third-party logistics providers (3PL), and ensuring accurate, on-time delivery to meet customer expectations.

Key Responsibilities:

Order Management & Fulfillment:

• Oversee end-to-end order processing for assigned customers and brands, including manual and EDI orders.

• Ensure timely and accurate sales orders processing in ERP/WMS systems with full visibility and traceability achieving 99% ship in time and in full.

• Collaborate with inventory and sales teams to allocate stock and coordinate order fulfillment.

• Manage parcel return processes and resolve order discrepancies in a timely manner.

Customer Service:

• Deliver exceptional service by addressing customer inquiries, resolving issues, and providing order status updates.

• Foster strong relationships with key retail partners including TJX/Marshalls, Ross, Belk, Amazon, and Burlington preferred.

• Apply industry best practices in customer service to meet and exceed customer satisfaction targets achieving ship on time and minimal chargebacks.

Performance Monitoring & Continuous Improvement:

• Track and analyze KPIs related to order management such as processing time, order accuracy, and delivery performance.

• Identify bottlenecks in order workflows and recommend process improvements to enhance operational efficiency.

• Ensure compliance with retailer requirements to reduce chargebacks and penalties and help in chargebacks deductions.

• Logistics & 3PL Management:

• Coordinate with 3PL providers to ensure timely order fulfillment from order to shipment.

• Monitor logistics performance and address shipment delays or issues proactively.

Qualifications:

• Proven experience in order fulfillment and customer service coordination, preferably in the beauty industry.

• In-depth knowledge of customer service principles, strategies, and best practices.

• Strong understanding of the complete order lifecycle: order management, fulfillment, shipment, billing, and returns.

• Experience managing B2B EDI and non-EDI orders for major retailers such as TJX/Marshalls, Ross, Belk, Amazon, and Burlington.

• Proficiency in ERP and WMS systems; TMS experience is a plus.

• Experience managing 3PL relationships and overseeing order fulfillment processes.

• Familiarity with chargeback processes and strategies to minimize retailer deductions.

• Excellent communication, analytical, and problem-solving skills.

• Ability to work independently and collaboratively in a fast-paced environment.

Preferred Skills:

• Knowledge of beauty industry market dynamics.

• Strong analytical skills for KPI monitoring and performance improvement initiatives.

• Continuous improvement mindset with the ability to streamline processes.

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