Ecommerce Order Processing and Fulfillment

3 days ago

Burnaby, Canada 49th Parallel Roasters Full time

Overview: The Ecommerce Processing and Order Fulfillment Coordinator is part of our small but nimble Ecommerce team supporting the growth and expansion of 49th Parallel Roaster’s website and amazon channels. This role’s key focus is ensuring 49th provides exceptional customer service via efficient processing, picking, and packing of all online orders to the customers with care and attention. There is currently one Ecommerce Processing & Order Fulfillment Coordinator on the team and we are looking to add an additional Coordinator to support Ecommerce volume, becoming a team of two.

This is a part-time hourly contract position reporting into the Ecommerce Manager based at our Burnaby Roastery Office.

Key Responsibilities: Order Processing (70%)
- Review, approve and batch print orders and shipping labels to be shipped out for the day.
- Flag and create custom paperwork for all USA orders.
- Escalate issues with shipping vendors (lost package, delayed shipments) and recommend and execute solution.
- Enter and track shipped orders from the day into ERP system.

Order Fulfillment (Pick, Pack, and Ship) (20%)
- Organize orders to be shipped in order of priority (express shipments first).
- Pick and gather coffee and products from warehouse.
- Carefully and accurately pack coffee and merchandise into shipping boxes.
- Collate order + shipping label + prior notice and label onto boxes.
- Flag missing inventory and work with Coffee Packing/Roasting team to request needed coffee for the day’s shipment.
- Pre-build boxes for next day’s orders and flag shipping material needs when inventory runs low (boxes, tape, paper etc).
- Constantly evaluate current workflows and recommend opportunities to optimize processes.

Customer Experience Overflow (5%)
- Manage customer experience communication channels and respond to order-related customer inquiries within 24 business hours, trouble shoot and execute solutions in a timely manner.
- Order requests may include: Cancellations, product swaps, backorder product swaps, sending freebies, shipping carrier follow-up.
- Track, flag and report on customer experience trends (quality feedback, shipping errors, system errors) and escalate to Ecommerce Specialist and Director when needed.

Other (5%)
- Manage Ecommerce Inventory area, ensuring non-coffee product and merchandise are stored in labeled areas.

**Requirements**:

- Comfortable with physical work (standing and lifting boxes)
- Working knowledge of Microsoft Office (Excel, Word) and is computer savvy, quick to learn new systems.
- Builds strong internal working relationships and is a strong communicator.
- With a “no job is too small” mentality, you roll up your sleeves, boldly jump in and get it done
- Speedy and accurate with picking, packing, shipping out orders.
- Detailed oriented, tracking orders and flagging issues that come up.
- Quick to learn and understand shipping processes.
- Able to make decisions on the fly and prioritize urgent shipments.

**Job Types**: Part-time, Fixed term contract
Contract length: 6 months
Part-time hours: 10-30 per week

**Salary**: From $17.50 per hour

**Benefits**:

- Casual dress
- On-site parking
- Store discount

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Burnaby, BC: reliably commute or plan to relocate before starting work (required)

Work Location: One location

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