Visit Fusion PKG at Make Up in Los Angeles!  2/27 – 2/28
Visit Fusion PKG at Make Up in Los Angeles!  2/27 – 2/28
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Order Fulfillment Specialist

Summary

The Order Fulfillment Specialist is an important member of the Customer Support team. This role is primarily responsible for interfacing with our customers in order to track, fulfill and oversee timely delivery of items ordered. In addition to directly connecting to our customers, this role also is responsible for data entry and communication around incoming sales orders and outgoing purchase orders to our vendors. This role will utilize Sage (accounting system) and Salesforce (CRM) on a daily basis.

 

Core Duties and Responsibilities

Take and initiate calls and emails from and to customer; assist with inquiries or direct calls to satisfy customers’ questions and requests

Address customers in a friendly and respectful manner; provide clarity of message and appropriate next steps to build trust and good will

Communicate daily with Fusion’s China Operations team to confirm order ready dates and solve scheduling and planning conflicts

Track activities through Sage and Salesforce

Issue Orders (SO/PO) and Confirm Order Ready Dates
  • Create sales orders and purchase orders in accounting system (SAGE), verify data accuracy and submit to Fusion Packaging China Operations team
  • Communicate with China team daily to meet goal of 24 to 48-hour confirmation of expected order ready date
  • Communicate order ready dates with customers and ensure customers are satisfied with order fulfillment process
  • Split and rearrange orders as necessary to meet customer needs and expectations
  • Update purchase orders to match final quantities and shipping requirements
Shipping & Logistics
  • Communicate shipping options and rates with customer to establish proper shipping mode
  • Track shipping of customer product and provide updated information to customers
  • Ensure customers receive shipments on time and that any changes are communicated with customer or account management team as appropriate
  • Update shipping information in SAGE and work with logistics team to ensure clearance documents are prepared and provided in a timeline manner
Competencies for Success
  • Diagnostic Information Gathering: Identifies specific information needed to clarify a problem or to make a decision; checks multiple sources to verify accuracy of information; probes skillfully to obtain the facts if others are reluctant to provide full information; seeks the perspective from the stakeholders impacted
  • Initiative: Identifies what needs to be done and doing it before being asked or required by the situation; seeks out others involved in a situation to learn their perspectives; takes independent action to change the direction of events
  • Thoroughness: Sets up procedures to ensure high quality of work and monitors the quality of work on a regular basis; develops and uses systems to organize and track information or work progress
Position Requirements
  • Bachelor’s Degree from an accredited college preferred
  • At least 5 years of work experience in direct business to business customer support
  • Familiarity with purchasing, logistics, order fulfillment support in a business to business setting
  • Intermediate experience in MS Office (Word, Excel)
  • Prior Salesforce and/or SAGE (ERP) experience preferred

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