Fulfilment Officer

**Working hours**:

- Monday to Friday 8:00am - 17:00 (16:00 - 01:00) depending on daylight saving in the USA.

**Job purpose**:
The purpose of this role is to coordinate and facilitate all order fulfillment and escalation activities for the B2C department of hearX for the fulfillment of product orders in the USA and other regions.

**Minimum education (essential)**:
Matric
Diploma in Supply Chain and Logistics

**Minimum education (desirable)**:
Bachelor’s degree in Business Management, Supply Chain Management, Logistics, or similar.

**Minimum applicable experience (years)**:
2 years

**Required nature of experience**:

- Administration
- Process documentation
- Case logging
- Fulfillment coordination
- Escalation coordination
- Retail or FMCG

**Skills and Knowledge**(essential)**:

- Excel
- Customer support
- Strong communication skills
- Strong time management and prioritization skills
- An appreciation for query resolution and a sense of urgency for escalation turnaround times
- Strong mathematics skills and attention to detail required
- A great understanding of fulfillment processes and systems
- CRM Software (Customer Relationship Management)
- Inventory Management and Fulfillment Software

**Skills and Knowledge**(beneficial)**:

- WMS (Warehouse Management System Software)
- ERP (Enterprise Resource Planning Software)
- Working knowledge of US carrier services and related platforms
- Shopify
- Salesforce
- BigCommerce
- ShipStation
- Stripe

**Order Fulfillment 50%**
- Ensure orders are fulfilled accurately and within the promised lead time.
- Manage fulfillment software systems.
- Assist in managing retail partner systems and order management systems.
- Ensure adequate stock levels through close monitoring of stock and frequent engagement and alignment with hearX procurement function.
- Resolve operational issues related to pending and fulfilled orders.
- Coordination with shipping service providers (USPS, UPS, FedEx etc.).
- Provide reports to the line manager and relevant stakeholders on order and fulfillment statistics and metrics.
- Continuous communication with fulfillment stakeholders.
- Create manual orders on an ad hoc basis.
- Oversee the order tracking process and ensure orders are processed in accordance to the organization's customer service standards.
- General escalation management and support.
- Identify and present improvement initiatives relating to fulfillment processes and systems.

**Processing Returns and Repairs 40%**
- Accurate and timely processing of product returns from customers.
- Verification of returned items' condition and eligibility for refunds.
- Documenting reasons for returns and repairs and maintaining detailed records.
- Coordinating the repair process for items that can be refurbished or fixed.
- Collaborating with third-party repair services to ensure timely and cost-effective repairs.
- Providing prompt and clear communication to Hearing Hub agents regarding the status of returns and repairs
- Addressing Hearing Hub agents’ inquiries and concerns related to returns and repairs courteously and professionally.
- Identifying opportunities to streamline and improve the returns and repairs process.
- Implementing changes and best practices to enhance efficiency and customer satisfaction.
- Staying updated on return policies, warranty terms, and relevant regulations.
- Ensuring compliance with all company policies and legal requirements.
- Tracking and controlling costs associated with returns and repairs.
- Implementing cost-effective strategies for managing returns and minimizing repair expenses.
- Collaborating with other departments such as Customer Service, Marketing, and Fulfillment Partners to resolve issues and improve processes.
- Providing training and guidance to team members involved in returns and repairs.

**Record Keeping 10%**
- Compile relevant records as is necessary for compliance to ISO, CE, FDA (and other) standards and requirements as is applicable to assigned products.
- Accomplish objectives by establishing plans, budgets and results; reviewing progress and making mid-course corrections to ensure optimal outcomes.
- Efficient and effective reporting on strategies, prioritization and tasks to Line Manager.
- Take personal ownership for projects/products/systems and work quality as well as contributing to team development and the hearX ecosystem as a whole.