Position Summary
eCommerce Fulfillment Manager Ridgefield Park, NJ 07660The eCommerce fulfillment manager is critical to the growth of Samsung.com's business and requires strong ability in both operational strategy and execution.
This role will manage the tactical day-to-day fulfillment operations for Samsung.com’s Visual Display business with duties that include the end-to-end monitoring of orders from order placement through the conclusion of the fulfillment workflow and the resolution of technical, operational, and logistical challenges that may affect the timely & efficient delivery of orders to our customers. This role will partner with internal Customer Service, Logistics, Category, Product, and Engineering teams and external logistics and transportation partners to provide a best-in-class eCommerce experience for our customers. As a key player in the fulfillment operation, this role will require the ability to understand complex processes and system integrations, diagnose exceptions, gaps, and efficiencies, and drive appropriate resolutions with cross-functional support. Developing reporting & metrics to track and get ahead of operational issues and identify & inform improvement opportunities is a key function of this role. Successful candidates will be able to address short & long term issues simultaneously and effectively proactively.
Role and Responsibilities
Responsibilities:
- Perform day-to-day tasks to support timely & successful fulfillment of orders, collaborating with internal & external stakeholders to ensure process continuity & adherence
- Monitor and take action on shipment & delivery exceptions
- Evaluate partner performance, surfacing issues, and holding partners accountable
- Develop relevant operational reporting, dashboards, and metrics to track the fulfillment workflow effectively
- Track measurements of KPIs for lead times, time in transit, and backorders to benchmark performance against operational goals
- Review, document, and understand processes & integrations, identifying opportunities for improvement
- Drive improvements to system integrations, processes, and workflows with appropriate partners
- Work with Logistics on filing claims against 3PLs and shipping partners
- Utilize surveys to analyze and drive improvements based on qualitative feedback
- Assist Customer Service with the resolution of customer escalations
- Develop and maintain constructive and cooperative working relationships with all stakeholders
Skills & Experience:
- Experience with eCommerce, Retail, or Consumer Electronics businesses
- Bachelor’s degree required; prefer SCM, eCommerce or related field
- 6 years of relevant experience in fulfillment and direct-to-consumer eCommerce business operations
- Experience using Microsoft PC software including extensive use of Excel spreadsheets, Word, Access, and SAP business systems, or similar sales & order management software
- Ability to manage multiple competing priorities, work under pressure, and meet deadlines
Skills and Qualifications
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