Review online product offerings and ensure products are categorized correctly and displaying accurate product names, descriptions, and images.
Coordinate workloads and assign picking lists to appropriate staff, ensuring all orders are accurate and completed on time in order to meet customer delivery expectations.
Photograph and prepare photos for online posting.
Relay feedback and make recommendations for improvement to website functionality and back end order processing software to appropriate staff.
Review processes and policies, and recommend changes that will improve accuracy, decrease order turn around time, provide potential for cost savings and increase overall customer satisfaction.
Liaise with buyers regarding online product issues, necessary reorders, and merchandise assortment.
Liaise with appropriate staff regarding online promotions and special features.
Communicate, interact, and collaborate with other areas of the department to expedite order fulfillment and resolve fulfillment issues.
Correspond with and explain procedures to customers.
Understand the process flow across various systems used by the department.
Independently resolve issues and decrease the overall number of issues requiring escalation.
Develop forms and templates to assist in processing online orders.
Oversee the order fulfillment process including order input, administration, and shipping.
Process transactions in a timely and accurate fashion.
Facilitate and process customer returns for orders placed online.
Communicate potential shortages and notify customers of product availability.
Facilitate the scheduling of orders and resolve issues including, but not limited to, back-orders, and holds on orders.
Review order status and ensure timely picks to meet delivery deadlines.
Track and report causes of order processing delays
Document and communicate customer complaints to management.
Handle and resolve incoming requests via phone, and e-mail from internal and external customers.
Investigate complaints related to the products, shipment of goods, ensuring corrective actions are implemented to prevent similar incidents.
Ensure methods used to ship online orders are cost effective and meet shipping timelines provided to customers.
Enter shipping information into the system, generate shipping documentation, and enter corresponding tracking information into the system.
Troubleshoot, resolve, and escalate customer queries and issues regarding the website and order fulfillment.
Read and understand website orders, quantities, and other written information.
Package online orders for shipment, or in store pick-up, according to department packing guidelines.
Promote and market online orders in coordination with appropriate marketing staff.
