The Fulfillment Specialist, Omnichannel, monitors the eCommerce processes related to the fulfillment of Buy Online Pick Up in Store (BOPIS), Curbside Pick Up, Local Delivery, and Ship from Store (SFS) processes. The principal outcome of this position is ensuring a best-in-class fulfillment experience for all orders fulfilled from At Home store locations.
Key Roles and ResponsibilitiesRespond to and help troubleshoot store issues/tickets sent to eComm Support
Work with customer care daily & consistently to solve issues throughout the omnichannel ordering experience
Gather data for "orders in limbo" and needing manual intervention and take the appropriate actions to ensure a good customer experience
Review customer survey data to identify issues caused by our technical systems and data flow
Work daily with other members of the Omnichannel Fulfillment Operations team to improve our processes that result in good or bad customer interactions
Assist with Team 5Member meetings scheduled to receive feedback designed to improve overall Omnichannel fulfillment processes and workflow
Quickly research and action escalated (to internal personnel & executives) order issues
Identify opportunities to improve the overall processes affecting At Home's customers, Team Members, and internal stakeholders
Qualifications and Competencies
Bachelor's Degree preferred in business/business marketing
Experience in Omnichannel fulfillment (BOPIS, Same Day Delivery, Ship from Store) experience - both administrative (home-office) and in-store preferred
Ability to collect, interpret, and provide insights from data collected by the Omnichannel Operations
Self-motivated, creative, and attention to detail and deadlines
High customer service and relationship management skills
Honest, hard-working, committed to self-improvement, learning on the job and teamwork