Fulfillment Coordinator Job Descriptions, Average Salary, Interview Questions

[Your Company Name] is hiring an experienced fulfillment coordinator. The fulfillment coordinator fulfills orders received by the organization. This may include packing products to be sent out, providing tracking numbers for packages, and updating records related to orders. The fulfillment coordinator should have an understanding of shipping guidelines (including state regulations) and will ideally have shipped items before. He or she should be comfortable with computers and record-keeping and also have the ability to do repetitive work for several hours at a time. You will receive orders from multiple departments within the organization. While preparing an order, you may need to enter information into a computer system. If items are being directly sent to customers, they will be packed according to the customer’s specifications. Some orders need to be picked up in person, so it will be your job to leave the office in that case. The fulfillment coordinator follows organization policies when shipping items out, including recording pertinent information.

Typical duties and responsibilities

• Receive, process, and fulfill orders on time
• Answer and resolve customer questions and issues 
• Maintain accurate and up-to-date inventory counts
• Establish positive client relationships via email and telephone
• Coordinate fulfillment of special requests 

Education and experience

This position requires a high school diploma or GED; employers prefer applicants with an associate degree or equivalent with coursework in business, customer service, or sales.

Required skills and qualifications

• Strong interpersonal communication skills
• Keen attention to detail
• Time management skills
• Organizational and problem-solving skills
• Able to work well as part of a team 

Preferred qualifications

• Ability to learn supplier-specific systems and industry-specific software programs
• Excellent communication skills in writing and speaking
• Excellent organizational and time management skills
• Ability to work within a cooperative team environment as well as perform assignments autonomously

ABC Company is looking for a Digital Fulfillment Coordinator to support our ABC Integrated Marketing and Drive Auto teams.

This entry level position will support our in-house operations teams by handling the input of data into self-service platforms we utilize to build campaigns, such as Daily Deals, Email Marketing, OTT Attribution, and other related advertising products. Fulfillment coordinators may also assist with pulling campaign reports and quotes, supporting customer service, and other office related tasks as needed.

Candidates should be organized, have an ability to multitask, anticipate a fast-paced environment, be willing to work where needed, and be flexible with day-to-day assignments.

Employees in this role will be expected to participate in on-going training and mentorship within the department, with an interest in potentially advancing into another team, such as social media, paid search, sales coordination, outreach, automotive, etc. as positions within the agency become available.

Requirements:

• Bachelor’s Degree in related field
• Previous internships, demonstrated school projects related to digital marketing and advertising or work experience inside of an agency or publisher
• Must be proficient on a Mac and PC
• Must be proficient with Excel, PowerPoint, Word, and Outlook
• Detail oriented
• Excellent verbal and written communication skills
• Excellent organizational skills
• Must be interested in digital marketing and pursuing a career and growth in one of the digital marketing related fields
• Experience or understanding of Google AdWords, Google Analytics is a plus
• Experience or understanding of web design or graphic design a plus

ABC Company is seeking an Order Fulfillment Coordinator to join the Business Operations team. The Coordinator will work cross-departmentally to ensure orders have been suitably processed and received by our vendors. This position includes order entry and administrative duties with oversight into shipping and tracking of orders to ensure orders are processed in accordance with the organization’s customer service standards.

The position will work through data entry, email monitoring, reporting, and various other duties as required, to ensure the workload is appropriately dispersed and handled. Data entry skills with Excel and some customer interaction required. Salesforce and ERP experience is a plus.

Responsibilities

• Prioritize issues in accordance with their severity and Service Level Agreement (SLA)
• Participate in training for relevant technology and products including networking, hardware and mobile device management
• Interpret instructional and user documentation
• Supply to the continual improvement of team training programs, ticketing process, and standard methodologies

Basic qualifications

• Bachelor’s degree in Business or a related field
• Proficiency with office software including Google products (docs, search) and Microsoft products (Excel, Word)
• Experience using a variety of operating systems with knowledge of networking, connectivity, and internet protocol
• Customer service experience in a fast-paced, professional work environment

Preferred qualifications

• Experience using Salesforce software
• Ability to efficiently complete multiple projects simultaneously, while maintaining acute attention to customer care and details
• Instructional and technical writing experience

ABC Company is looking for an exceptional B2B Fulfillment Coordinator to join our Americas Fulfillment Operations team. At ABC Company we strive to bring an epic music experience to life and the B2B Fulfillment Coordinator plays a major role in making that happen.

The position requires a critical thinker with the ability to manage multiple tasks simultaneously, while working across various functional teams to ensure consistency and quality of the customer experience. The B2B Fulfillment Coordinator will provide exceptional service to our B2B partners, ensuring that their orders are placed and delivered to them in a timely manner.

What you’ll do

• Manage end to end order fulfillment for channel partners (Best Buy, Amazon, Costco, Audio Visual Solutions Retails, Home Installation partners, etc.)
• Processing Customer PO’s – Intake purchase orders from customers systems, confirm inventory, adjust POs as necessary based on allocation and enter into ABC Company internal systems
• Working with the planning and allocation team to secure proper inventory and allocation
• Work directly with customers to coordinate forecasts, PO’s, product availability, etc.
• Work with 3rd party warehouses to organize labor and resources to pick, pack, and ship products
• Work directly with 3rd party carriers to schedule pick ups, deliveries, and appointments
• Support and resolve vendor compliance issues such as shortages and logistics violations
• Investigate each compliance charge by analyzing proof of delivery, email chains, requested delivery date vs. actual delivery date, logistics carrier communications, etc.
• Dispute charges imposed by partners
• Follow up directly with partners to investigate and resolve specific compliance charges
• Ensure all inaccurate charges are reversed in coordination with our accounting team
• Provide exceptional end to end customer service to our B2B customers over phone and email
• Resolve any transit related issues customers may be experiencing which include; late deliveries, missing deliveries, short shipments, order cancellations, customer returns, customs issues, etc.
• Interface with the Finance team to solve any finance related issues a customer may be experiencing with their account. These can include; credit limit issues, credit holds, tax issues, freight costs, pricing issues, etc.
• Manage internal systems to ensure accurate inventory levels
• Work with planning and allocation teams to allocate proper inventory levels to our customer facing dealer portal
• Have an expert level understanding of our ecommerce platforms and being an expert on gauging the impacts of system changes
• Support inside and outside sales teams
• Act as point of escalation for account managers when a customer has an issue relating to shipment, scheduling, or delivery of products
• Work cross functionally with Logistics, Finance, Sales, Marketing and Legal to ensure customer needs are met
• Manage dealer tax certification
• Participate in projects to help operationalize new business initiatives that support the customer experience and fulfillment work flows
• Surface and drive improvements to find efficiencies in our current work flow
• Run a monthly audit to ensure dealers have a valid tax certificate on file and if not, bring them into compliance
• Process new dealer applications
• SURP
• Follow up on requests from customers for dealers whose pricing is outside of our ABC Company Unilateral Resale Pricing guidelines
• Monitor dealers who are in breach of this policy and hold shipments if they do not acquiesce

What you’ll need

Research shows that candidates from underrepresented backgrounds often don’t apply for roles if they don’t meet all the criteria. If you don’t have 100% of the skills listed, we strongly encourage you to apply if interested.

Required qualifications

• Operating knowledge of ERP and Commerce platforms such as Salesforce, SAP, Great Plains
• You have experience using Excel in a business environment
• 1-2 years experience in supply chain operations

Preferred qualifications

• Strong attention to detail and ability to multitask
• Ability to work in a fast paced environment
• Possesses a customer first approach
• Analytical thinker who can think quick on your feet to solve problems
• Ability to work as a member of a team
• Strong written and verbal communication skills