This job has expired, please see additional jobs below
Director, Order Fulfillment
Belk
Charlotte, NC, United States
Job Details - this job has expired, please see similar jobs below
The Director of Order Fulfillment reports to the VP, eCommerce Planning and is responsible for day-to-day order management, network Command Center activities, as well as long-range planning and strategic improvements of the order fulfillment systems and process. He / she is accountable for seamlessly connecting order management and reporting activities on customer experience and performance metrics. This role ensures our Command Center activities continue to expand and mature along with the rest of our fulfillment network. As this is an emerging capability, he / she is responsible for assisting in deploying new capabilities using change management, training, team development and process refinement. The person will ensure that our internal eCommerce, supply chain organization, and store operations align with all fulfillment activities.
Essential Functions:
Oversee and Manage:
• A Command Center team handling order fulfillment support
• Performance against metrics and expectations for each fulfillment node
• Overall fulfillment reporting and dashboards
• Regular communications and guidance to the supply chain analytics, eCommerce planning, POS item locator, and vendor direct fulfillment teams regarding performance, process changes and focus areas
• eCommerce inventory visibility, exposure rules, and protection quantity processes
Solutions to recurring opportunities that are identified through the command center, fulfillment centers, supply chain analytics team or drop ship vendors
Utilize strong analytical skills to:
• Develop and refine scorecards and metrics needed to highlight performance in the FCs, drop ship vendors and stores
• Maintain and refine advanced order management business rules
• Identify performance trends and opportunities that challenge customer experience and profitability goals; assist in development of remediation plans
• Create strong exception order identification and resolution processes
Plan and direct:
• Peak sales period command center operations relative to fulfillment activities
• Activities to drive continuous improvement in performance including customer care escalation support and improved “where is my order” tracking
• Future state vision and roadmap to deliver input into Supply Chain planning processes
Liaise with company constituents including but not limited to eCommerce, Supply Chain, Store Operations, IT, Change Management, Vendor Direct fulfillment, and
Merchandising in support of policy and ongoing management regarding command center operations and future capabilities
Provide leadership that maximizes and optimizes resources in support of the company’s goals and objectives:
• Train, mentor and help develop an engaged and diverse command center team that will ensure the highest level of service, productivity, and quality
• Ensure business partners clearly understand expectations and are focused, capable and accountable for executing their responsibilities
• Develop extensive change management plans, training materials, and standard operation procedures that are easy to use and understand; develop the most effective method to distribute and maintain the materials
• Translate Supply Chain strategy into specific goals, tactics, action plans and deliverables for our command center
• Demonstrate a support for internal organizations by fostering effective communication and promoting relationship building initiatives
• Ensure other departments and stakeholders understand their role and accountability structure
• Ensure effective and timely communication to supply chain management, the network of supply chain facilities and various corporate departments to guarantee coordination of efforts
• Perform other duties as assigned
Education / Experience Requirements:
Position Contribution Level:
Minimum Education & Experience:
• BA/BS in Merchandising, Business, Engineering, Logistics / Supply Chain Management or equivalent
• 8+ years of supply chain, order management, or fulfillment related experience with a career path showing increasing responsibility
• Experience with eCommerce, Order Management or Fulfillment systems
• • Track record of successfully implementing systems and process improvement
• • Experience developing/refining procedures
• • Track record of working cross-functionally with a focus on store operations, fulfillment operations, information technology, and/or merchandise planning
• • Prior experience in analytical activities including research, issue identification, performance metrics, scorecards
• Prior experience effectively working across levels, including all functions, utilizing the requisite interpersonal skills to create strong, trust-based relationships with constituents and stakeholders
Preferred Education & Experience:
Knowledge / Skills Requirements:
• Accountable for results; record of delivering on their promise
• Excellent verbal and written communication skills, including the ability to prepare strong business cases and to support and defend ideas and changes
• Proven change management skills
• Ability to persuade and influence others through collaboration
• A champion on new initiatives with an ability to successfully work across different groups, and to execute by bridging functional and divisional silos
• Leadership skills and a history of developing a team
• Enthusiastic leader with great people skills
• Excellent critical thinking skills
• Strong analytical skills
• Demonstrated sense of urgency
• Motivated self-starter, entrepreneurial
• Excellent management and relationship skills
• Strong acumen for technology and information systems
Physical Requirements:
Reporting Relationships:
Supervisor:
VP, eCommerce Planning
Supervises:
Fulfillment Analysts
Disclaimer:
For reasonable accommodation information for an ADAAA qualified disability please see Belk Associate Handbook for policy and procedures.