Director, Customer Fulfillment

JOB TITLE

Director, Customer Fulfillment

REPORTS TO

Head of Operations

DEPARTMENT

Operations

OVERVIEW

The Director, Customer Fulfillment leads the customer fulfillment function and is responsible for the execution of the end-to-end retail customers which includes multiple critical distribution functions, product assembly and shipment, retail customer order entry and tracking, external systems management. 3PL execution with SLA metrics for retail and website performance coupled with customer chargeback reconciliation round out this key management role.

RESPONSIBILITIES

• Execute and monitor all aspects of retail accounts, including but not limited to, order processing, routing, invoicing, accounts receivable resolution, and chargeback reconciliation.
• Collaborate with .com team to ensure that orders are processed based on agreed to SLA.
• Lead and organize a monthly retail and .com forecast review with current 3PL.
• Operations key contact for Sales and Marketing related order processing / shipments, sample shipments and promotional assemblies.
• Responsible for retailer compliance and scorecard resolutions.
• Ensure that EDI transmissions are executed, and order fulfillment is on-time and in-full.
• Execute and monitor all requested marketing, sales, and promotional sample requirements. Ensuring on-time and in-full performance.
• Communicate any out-of-stocks to domestic and international accounts.
• Execute and monitor all delivery timeline commitments with internal and external teams.
• Ensure and monitor the accuracy that international documentation.
• Lead process fulfillment system enhancements related to EDI, SAP and future system implementations.
• Responsible for 3PL monthly SLA reporting and process improvement management.
• Responsible for monthly execution reporting.
• Lead the exploration of additional 3PL locations in line with corporate global expansion plans.

REQUIREMENTS

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