Ecommerce Customer Service Lead

Since 1999, Global's story has evolved from humble beginnings to a diverse and innovative landscape of products that have propelled us to being one of the largest wholesale furniture brands in the world. This company was built on strong core values. We offer a friendly workplace and an ability to grow.

Welcome to Global! We are seeking an eCommerce Operations Lead to join our team! The eCommerce Operations Lead will be primarily responsible for fulfilment, logistics, customer communication, and order processing to support Global’s eCommerce distribution. Reporting, maintaining, and improving fulfilment operations are an integral part of the role.

Skills/Responsibilities:

• Manage end to end order processing flow from multiple customers submitted via email, portals, and flat files
• Run daily reports to monitor processing and delivery lead times to ensure all customer SLAs are met
• Maintain and build SOP around customer experience, order processing and fulfillment, and customer service
• Model demand and monitor inventory, pricing, and promotions across all third-party platforms to optimize velocity and attain cost savings
• Own 3rd Party marketplace processes for Wayfair Castlegate and Amazon Vendor Central/FBA
• Monitor inventory levels and maintain in stock rates at 3PL warehouses
• Analyze SKU level detail to identify rate of sale, product trends, pricing, top sellers, and new product introductions.
• Coordinate daily operations of our Ecommerce LTL and Small Parcel shipments
• Deliver transportation and shipping projects and alternatives
• Use of shipping software and customer portals to track order details
• Printing order acknowledgements, customer packing slips and carton labels required for product shipment
• BOL creation, scheduling of daily LTL pick-ups, and tracking all shipments
• Communicate daily with warehouse staff on carriers, pick-ups, and order status
• Assist in QC process for NPI’s by confirming packaging, dimensions, weights are correct upon arrival
• Monitoring of orders for back-order fulfillment and inventory availability
• Escalate and resolve order issues that arise by working with cross functional departments
• Assess and resolve damages and defects on a case-by-case basis to reduce cancelations, fraud, and returns
• Identify process improvement focused on lowering lead times and enhancing the customer experience

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• East Brunswick, NJ 08816: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Microsoft Excel: 2 years (Preferred)
• Order entry: 3 years (Required)
• team management: 3 years (Required)

Work Location: In person