Ecommerce Fulfillment Manager

Samsung Electronics•Plano, TX

8d•Onsite

About The Position

The Ecommerce Fulfillment Manager is responsible for tactical day to day fulfillment operations and upholding Samsung’s standard for operational excellence. This role is accountable to the successful and timely fulfillment of orders taken on Samsung.com and will be required to work cross-functionally internally & externally to ensure positive customer outcomes. This position is furthermore responsible for driving continuous improvement through learning & deep understanding of current technical integrations, systems, and process flows, as well as through the usage of KPI metrics & operational data to identify & prioritize opportunities.

Requirements

Bachelor’s degree required
6+ years relevant experience in fulfillment or eCommerce business operations
Experience creating process flows, procedural documentation and business reporting to include KPI measurement

Responsibilities

Run day to day Ecommerce fulfillment operations; reviewing open orders & exceptions and collaborating cross-functionally to get orders out on time and in full.
Evaluate logistics and shipping partner performance and drive issue resolution, accountability to SLAs, and continuous improvement.
Partner with Supply Chain and Category Managers on improving backorder, EOL, replacement, and order exceptions and proactively prevent order issues.
Create, improve, and document standard operating procedures for fulfillment, escalations, and reporting.
Partner with Customer Service to understand consumer pain points and identify opportunities to improve the customer experience.
Monitor and understand measurements of KPIs for lead times, backorders, and exceptions to track progress towards operational goals and identify opportunities for improvement.