Fulfillment Officer

**Working hours**:

- Working hours Eastern Standard Time: 9am - 6pm _(15:00 - 00:00)_
- Monday to Friday
- These working hours will change with daylight savings (in our summer months) to match the hours of 9am - 8pm Eastern Standard Time

**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
- Shopstation
- Salesforce
- BigCommerce
- ShipStation
- Stripe

**Other**:
Ad hoc availability after hours

**Essential Competencies**:

- Examining Information
- Establishing Rapport
- Convincing People
- Showing Composure
- Meeting Timescales
- Checking Things
- Managing Tasks
- Taking Action

**Important Competencies**:

- Documenting Facts
- Interpreting Data
- Developing Expertise
- Adopting Practical Approaches
- Providing Insights
- Articulating Information
- Making Decisions
- Thinking Positively
- Embracing Change
- Inviting Feedback
- Following Procedures
- Producing Output

**Stock Management 10%**
- Assist in conducting stock-takes (where applicable) and ensure stock levels are kept above minimum levels.
- Continuously liaise with fulfillment partners to monitor stock levels.
- Assist in determining if inventory quantities are sufficient for needs, ordering more materials when necessary. This may include inventory forecasts based on provided sales forecasts.
- Assist in preparing, sending and filing purchase orders. Ensure purchase orders are executed.
- Assist in contacting suppliers to schedule or expedite deliveries, follow up on orders, and to resolve shortages, missed or late deliveries, and other problems.
- Assist to calculate costs of orders, and charge or forward invoices to appropriate accounts.
- Assist in communicating to suppliers and fulfillment warehouses regarding order status, changes, or cancellations.
- Manage stock storage and ensure all devices are kept in the correct location.
- Assist with the implementation of a stock management system.
- Assist in ensuring adequate stock levels of all applicable packaging is maintained.

**Order Fulfillment 80%**
- 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.
- Post fulfillment engagement with asset management and related systems.
- General escalation management and support.
- Identify and present improvement initiatives relating to fulfillment processes and systems.

**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.