Order Fulfilment Specialist - Tier 1

Hours: Monday - Friday, 8:00am - 5:00pm 

Rate: $19.25 - $23 per hour (depending on experience)

Location: Santa Fe Springs, CA - or Arlington, TX - or Jacksonville, FL

Job brief:

The fulfillment team members in Tier I are order processing specialists. They organize and fill orders to ensure that they flow smoothly. This includes interacting with multiple warehouses, selecting order ship points, handling aspects of billing and returns, and other tasks. The role requires a lot of attention to detail, a sharp memory, and an awareness of how decisions affect customer experience. Their main job is to PROCESS as many orders as humanly possible. Tier I members are FAST and know a few vendors who should have the item if we do not. They know the system like the back of their hands and can process orders in their sleep. 

Website Sales and Fulfillment Specialist I responsibilities include:

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• Processing orders quickly and efficiently.
• Adjust to coaching from the team manager on how to increase effectiveness.
• Answering phones to direct to the appropriate party. 
• Route and source customer orders by processing the order personally or escalating to Tier II. 
• Achieve minimum performance targets for order volume and accuracy.
• Assist with customer service-related tasks (gathering information, or occasionally responding directly).
• Apply learning abilities to familiarize yourself with common electrical products. Adjust to coaching from the team manager on how to increase effectiveness.
• Sorting orders that come in from the website.
• Adding tracking information to the system from vendors/warehouses.

Responsibilities:

• Route and source customer orders by processing the order personally or escalating to a designated team member in Tier II.
• Achieve minimum performance targets for order volume and accuracy.
• Assist with customer service-related tasks (gathering information, entering failed orders
• Apply learning abilities to familiarize yourself with common electrical products. Use those skills to increase your order processing abilities (promotion opportunities available). 
• Adjust to coaching from the team manager on how to increase effectiveness.
• Answer phones to direct to the appropriate party as needed. 
• Asking for help with Pay Holds on customer credit cards.
• Making sure the customer information is correct and asking for Level 1 Fraud Checks on orders over $250 or that look suspicious.
• Asking for management approval on large orders. 
• Making sure expedited orders are sent to Tier II for processing on a timely basis. 
• Doing stock checks through P21 for Sales Reps. 
• Prioritizing orders in order of importance.

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Requirements and skills:

• 1-2+ years in the electrical industry or related parts experience.
• 2+ years in office related work including order processing, data entry, or similar tasks.
• Comfort with learning and using recent technology.
• A sharp memory, attention to detail, and strong sense of organization.
• A keen ability to follow step-by-step instructions.
• Sufficient product knowledge to identify parts and be able to speak to functionality. 
• Ability to communicate on a high level via phones and email.
• Mastery of current systems and processes.
• Experience in dealing with multiple vendors and building relationships with them.
• Willingness and ability to train others.
• Expert multi-tasking skills.
• 2+ years’ experience with customer service.

WHAT YOU DO

• Route and source customer orders by processing the order personally or escalating to Tier II.
• Achieve minimum performance targets for order volume and accuracy.
• Assist with customer service-related tasks (gathering information or responding directly).
• Apply learning abilities to familiarize yourself with common electrical products. Use those skills to increase your order processing abilities. 
• Adjust to coaching from the team manager on how to increase effectiveness.
• Answer phones to assist customers with questions or issues they may have.
• Ensure expedited orders are processed in a timely manner.

WHAT YOU NEED

• 2+ years in office related work including order processing, data entry, or similar tasks.
• Comfort with learning and using new technology.
• A sharp memory, attention to detail, and strong sense of organization.
• A keen ability to follow step-by-step instructions.
• An ability to work efficiently while doing repetitive tasks for long periods.
• 2+ years in the electrical or related industry.
• Openness to receiving coaching and adapting your approach.

WHO YOU WORK WITH

• Your team members are currently located all over the United States. Ability to work across 4 time zones is needed.
• The entire staff at E.com is intricately connected and works together with Tier II and III to get the order done. 
• Sales Reps.
• CSR’s.
• Management of all levels.