Associate, Order Fulfillment

1 week ago

Vancouver, Canada Holt Renfrew Full time

Holt Renfrew offers you an inspiring, fashion-driven environment with opportunities to learn and grow. From our incredible partnerships with iconic luxury brands, to our commitments to corporate social responsibility, you will be inspired every day.

A job at Holt Renfrew offers a competitive total compensation, a generous employee discount, pension, and health & dental benefits, tuition assistance, and continuous learning and development.

The Associate, Order Fulfillment defines the luxury lifestyle shopping experience through building lasting relationships with our people, customers and partners by providing timely and accurate fulfillment of customer orders that directly impact sales and the customer experience.

Specific responsibilities include (but are not limited to) the following:
Maintaining timely and accurate Customer Transfer Sale (CTS) & online sales order management by:

- Producing order pick lists, multiple times per day as required
- Ensuring hold orders are executed within 24 hours of receipt
- Inputting shipping confirmations into the database in a timely manner
- Organizing picking route based on volume and customer express orders
- Processing and updating of all orders on proper systems
- Packaging and preparing orders for shipping

Ensuring all client orders are fully inspected prior to packing and shipping, specifically to monitor the following:

- Footwear items are checked for mismatches
- Product checked for quality, newness, and damages
- Label orders are correct for their proper destination

Updating and maintaining all systems accordingly by:

- Following up on order notifications on the portal and Apps
- Prioritizing and actioning all orders based on time sensitivity
- Picking, shipping, and confirming all orders in a timely manner
- Securing and safely storing all orders as required

Processing of customer returns that are shipped back to stores:

- Tracking, monitoring and logging all store returns
- Reviewing returned merchandise to ensure the following:

- Confirm customer order and returned product match the original order number
- Check for any customer notes on file from Customer Service Center
- Confirm all return dates fall within the policy window
- Examine merchandise to ensure it is in resalable condition
- Processing of refunds to finalize the process
- Returning the resalable merchandise to the appropriate department
- Work with cross functional teams to achieve high compliance of fill rates
- Provide feedback to system administrator on overall program
- Resolve compliance issues in a timely manner
- Ensure CTS / Online Sales policy and procedure are adhered to
- Other duties and tasks as assigned
- Track, record system report management
- Maintain high order fulfillment rate
- Update cancelled reports twice per week and notify sales associates
- Maintain filing system
- Order and replenish Wrap & Pack supplies as required based on volume
- 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

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