Primary Function:

Reporting to the Senior Manager, Order Management, the Order Fulfillment manager will be responsible for leading our order management and billing strategy with an emphasis on continuous improvement. This person(s) will also be tasked with strengthening and/or rebuilding existing processes or creating more efficiencies through new processes, while leading and developing a team of approximately 5+ order fulfillment professionals. The ideal candidate is driven, analytical, high performing and has a desire to develop themselves while developing others. This opportunity offers an ability to learn, develop and expand your career while working for a pretty amazing company and A Great Place to Work.

Duties and Responsibilities:

Leads the execution of Zoro’s Order Management Team

• Drives all aspects of the day-to-day operations to ensure order fulfillment and that orders are processed, fulfilled, billed and closed in a timely, efficient and accurate manner
• Maintain and own OM process documentation
• Produce, track, and evaluate key performance indicators (KPIs) and metrics
• Support month end & quarter end close activities
• Support ad-hoc assignments as necessary
• Ensure coverage of key operational tasks in times of high volume spikes and PTO

Work cross functionally to ensure alignment across the organization related to customer experience from a fulfillment perspective

• Ensures team is delivering clear, consistent communication with internal partners, external partners and occasionally end customers when delivery expectations have changed
• Collaborates cross functionally especially with supplier performance, customer service, product, and category management peers and leaders to ensure strategy and alignment between departments
• Facilitate communication and problem resolution across departments to ensure end-to-end order accuracy and customer satisfaction
• Prepare and present content to senior leadership

Focus on process improvement & analytics

• Embeds the customer perspective into process design and decision making internally and externally
• Provides visibility and leads efforts focused on operational and systemic opportunities within Zoro to improve the customer order experience
• Leads process for escalating supplier driven customer experience opportunities to appropriate customer fulfillment partners and leaders
• Investigate order delays, discrepancies, or failures and identify root causes and implement corrective actions to avoid future poor customer experiences
• Drive analytics and insights across all supported channels to identify process inefficiencies
• Build and manage dashboards, reporting packages, and KPIs

Builds a strong team through positive employee engagement and effective talent management

• Define team goals that clearly build on organizational strategy, objectives and key results
• Coach, train, develop and mentor team members, both onsite and remote, to build, empower and drive a culture of accountability and positive morale within the organization
• Appropriately manages talent on the team through open communication, clear expectations and consistency

Qualifications:

Bachelor’s degree, degree in supply chain management or related field

• Solid competence in customer operations, fulfillment, supplier performance & supply chain
• Strong leadership and communication skills, organized and able to manage competing priorities
• Excellent interpersonal, verbal and written communications skills
• Able to work independently and collaboratively
• Experience leading continuous improvement initiatives across cross-functional teams
• Strong problem solving and analytical mindset
• Demonstrated ability to embrace change and agility in relation to change
• Extensive experience in collecting, analyzing, & interpreting data from various sources summarizing and reporting directly to senior leaders as well as executive leadership
• Ability to identify areas of opportunities and trends then execute on corrective actions that address the root cause
• Capable of anticipating problems and initiating actions to ensure the order fulfillment team is operating efficiently and that customer orders are processed timely and efficiently in order to enhance the customer experience and improve Zoro’s profitability
• Have the ability to synthesize and communicate findings to senior leaders and actively identify potential supply issues that can affect organizational strategy
• Assess and mitigate risks to the business
• Manage supply chain or technological disruptions and communicate quickly