Coordinator, Order Fulfillment

  • Company:
    Holt Renfrew
  • Location:
  • Salary:
    negotiable / monthly
  • Job type:
    Full-Time
  • Posted:
    3 weeks ago
  • Category:
    General Labour

Coordinator, Order Fulfillment Location: Holt Renfrew – Toronto – Corporate Store Support Centre (60 Bloor Street West, Suite 1100) Department: Store Experience Cosmetic/Brand Line: Work Status: Full-Time # of openings: 1 Project #: 12382 Description At Holt Renfrew, our purpose is to inspire a life of style. We achieve this by living our Brand Spirit; demonstrating Holts’ values: Passion – Own it Excellence – Elevate every moment Warmth – Open to the world Unity – One team. One Holts The Order Fulfillment Coordinator defines the luxury lifestyle shopping experience through building lasting relationships with our people, customers and partners by providing administrative support to the Manager. This role is responsible for inspecting the timely and accurate of fulfillment of customer orders across all stores that directly affect sales and our customer experience. Specific responsibilities include (but are not limited to) the following: Review daily CTS Management Reporting to identify stores opportunities Follow up on performance KPI’s and underperforming stores Identify Specific opportunities within each store requiring improvement Follow up with stores to develop improvement plans Manage orders in “jeopardy” to ensure priority action to improve fulfillment Track fulfillment on orders in jeopardy – Prioritize based on : Order Value HV customer priority Days to fulfill Prioritize Pre-Paid vs Non Pre-Paid Order volume to improve Fulfillment Execution Develop an approach to manage pre-paid vs non pre-paid orders to ensure sales are maximized Develop PS accountability and FPST on Non-Pre-paid orders Act as a search engine to find merchandise to improve fulfillment of CTS orders Utilize our internal systems – IP/ Main Frame/Micro-Strategies/CTS/SAP Hybris/et Ensure Customer refunds are tracked and processed immediately on cancelled orders. Inspect and ensure systems are updated and maintained accordingly to SOP / SLA’s Follow up on any order notifications on the portal and Apps Prioritize and action all orders based on time sensitivity Pick, ship, and confirm any orders in a timely fashion Secure and quarantine orders as required Create a positive working relationship with stores to support Order Fulfillment Work with cross functional team to achieve high compliance of fill rates Provide feedback to system administrator on overall program Resolve compliance issues in a timely manner Ensure CTS / HR.COM P&P/SOP is fully adhered to Track and maintain follow up as required Improve the Customer Experience Ensure customer service levels are met and exceeded beyond expectations at every opportunity Monitor and ensure high valued clients’ orders are prioritized and fulfilled Understand and enhance the customer’s experience through effective communication and service Demonstrate ways to increase personal and store productivity Communicate and provide feedback to store team for opportunities for better customer service Partner with Operations Managers to learn more about the OFA staff personal development opportunities The ideal candidate: High school diploma Very detailed oriented Proficient with computers and systems (POS, IP , CTS , SAP, etc) Highly service-oriented with exceptional organizational and follow up skills The measures of success: Meet specific standards for fill rates and order processing timelines High degree of accuracy required Exceed customer expectations (CVS) Contribution to financial objectives Individual objectives linked to the achievement of department goals Feedback from internal and external clients