E-Commerce Assistant Operations Manager - Fullfillment

Palmetto Moon is a rapidly growing specialty apparel, accessories, home and gifts retailer celebrating the Southern lifestyle. A company that is Southern at heart, Palmetto Moon’s focus is on relentless customer service and a premium assortment, with stores carrying countless affordable gifts and a wide selection of collegiate gear and lifestyle brands, including Vineyard Vines, YETI, Chubbies, Southern Marsh, Simply Southern, Hey Dude, Old Row, Costa, Rainbow Sandals and many more.

General Position Summary:

This position reports to the E-Commerce Fulfillment Manager and works closely with key internal and external partners. The role is an integral part of the team charged with supporting the E-Commerce Operations Manager in directing, managing, coordinating, executing and supporting the full function of the Marketing Department and E-Commerce team.

Assist in developing, managing & communicating all aspects of E-Commerce Fulfillment Operations initiatives and planning.

Assist E-Commerce Fulfillment Manager in management of all e-commerce fulfillment operations to ensure satisfaction of online customers. This includes all order fulfillment processes and oversight of the fulfillment team.

Provide as needed support to E-Commerce Fulfillment Manager and E-Commerce Receiving Lead in monitoring inventory control of merchandise held within the E-Commerce Fulfillment Center.

Essential Functions/Major Responsibilities:

• Manage and coordinate all E-Commerce orders.
• Assist E-Commerce Fulfillment Manager in driving technical, analytical and project support within E-Commerce Operations, maintaining daily, weekly, and monthly reports regarding E-Commerce Operations.
• Manage the E-Commerce Operations staff to their fullest potential and deliver sound and in-budget process. Collaborate with E-Commerce Fulfillment Manager to manage flow of labor (selling expense) and monitor sales trends to make any necessary labor adjustments. Support team’s growth and opportunities.
• Assist in developing, tracking and monitoring all fulfillment functions. Recognize opportunities for process improvement or adaptation.
• Manage and coordinate all additional fulfillment tasks to ensure smooth and efficient fulfillment operations.
  • Prepare all website orders for product picking. Generate product pick lists using Celerant POS and Excel. Print invoices for order staging; identify potential issues (address verification, fraudulent orders, gift card purchases) and resolve with supervision from E-Commerce Fulfillment Manager
  • Ensure all orders are accounted for and processed accurately. Ensure product pick list is reflective of outstanding orders on a daily basis. Reconcile any outstanding orders and/or merchandise with help from E-Commerce Fulfillment Manager.
• Monitor changing order states and product pick locations. Communicate with stores and local drivers to address discrepancies.
• Receive products from local store picks and assist part-time employees with appropriately allocating products to orders. Communicate any outstanding issues with E-Commerce Fulfillment Manager and E-Commerce Receiving Lead.
• Assist with coordination of partnership(s) with shipping carrier(s); monitor outbound postage expense.
• Train E-Commerce Fulfillment employees for any/all necessary fulfillment tasks. Delegate and prioritize to team members.
• Ensure E-Commerce Fulfillment staff is following all safety and company policies and procedures.
• As needed, complete necessary refunds for orders that cannot be fulfilled. Deliver exceptional customer service; ensure customers are addressed with professionalism and compassion.
• As needed, provide support to E-Commerce Receiving Lead in driving all e-commerce inventory processes. Assist in maintaining inventory workflow and monitoring integrity of inventory across multiple platforms, ensuring all integrated systems are operating effectively.
• As needed, provide support to E-Commerce Receiving Lead in oversight of all inventory transfers; ensure accuracy of inventory reporting. Collaborate with E-Commerce Receiving Lead to report accurate inventory and reconcile discrepancies. Assist in tracking and reviewing weekly reporting on discrepancies and transfer activity.
• Consult with E-Commerce Fulfillment Manager on a daily basis in all aspects of e-commerce order fulfillment and organization. Works under limited supervision.
• Recommend changes in procedures and exert significant latitude in determining objectives.
• Coordinate with Customer Service Manager to resolve outstanding E-Commerce customer issues, while maintaining accurate records of inventory transactions and logging information.
• Maintain open lines of communication with all Palmetto Moon management, staff and other departments in order to contribute to the smooth flow of information and efficient operation of the organization.

Job Scope:

This position will execute multiple projects simultaneously through multi-tasking and prioritization. These projects will require a variety of comprehensive programs involving mid- and high-level of complexity and multiple deadlines. Job involves a wide diversity of work situations. Incumbent operates from some established practices and procedures and is required to create new ones. Duties are performed with minimal supervision and work is checked or verified by results. Position requires mid-level thinking and moderate management skills. Decision making is moderately complex and requires investigation, thoughtfulness and guidance when needed to ensure positive affect of Company image and relationship with our partners.

Supervisory Responsibility:

E-Commerce Fulfillment Team with support from E-Commerce Operations Manager

Interpersonal Contacts:

Position requires effective communication with multiple departments within the company (Marketing, Operations, Stores, Distribution, etc.) in order to contribute to the smooth flow of information and efficient operation of the organization. Crucial to develop a strong partnership with these departments and teams within to align and deliver best in class service. Interactions tend to focus on information exchange, problem solving, or responding to business needs.

Specific Job Skills:

• Must have strong computer, digital visual skills and high-level understanding of web management.
• Strong understanding of Microsoft Excel.
• Familiarity with Shopify and/or Celerant POS preferred.
• Excellent interpersonal and communication skills.
• Exceptional organizational skills. Ability to multi-task with varying deadlines.
• Self-motivated and results oriented; works independently.
• Problem solving & troubleshooting capabilities. Process & procedure oriented.

Education and/or Experience:

No specific education required, HS or GED preferred. Requires 1 year of experience performing inventory transactions in an ERP system (Celerant experience preferred), and 2 years of experience in customer order fulfillment. Strong leadership and personal management skills required. Mental ability to conduct complex interpersonal interactions with company personnel and outside vendors. Ability to troubleshoot, solve problems, make decisions independently, operate independently and with discretion, and work effectively under pressure required. Exposure to and knowledge of sales planning desired. Proven track record. Experience must demonstrate progressively responsible positions driving process and execution.

Job Conditions:

Job may require hours that exceed 8 per day and/or 40 per week during peak season, events or rush projects. Job pressure exists in the balancing of a variety of projects and numerous simultaneous deadlines. Position requires occasional travel. Physical ability to use telephone, computer hardware/software including keyboard, type, sit, and stand for extended periods of time, and occasionally lifting/carry up to 40lbs.