E-COMMERCE FULFILMENT AND STOCK MANAGER

We are looking for an e-commerce professional who will manage and control the whole order fulfilment process, from order receiving and processing all the way through delivery. They will also be responsible for managing and collaborating with our fulfilment partner. Ultimately, their goal will be to see orders fulfilled as quickly, accurately, and cost-effectively as possible.

The position is available immediately and is offered as remote, candidates from the UK and Europe are encouraged to apply.

You will be responsible for order processing, fulfilment (including overseeing warehouse picking and packing processes), warehouse operations, inventory and order tracking, quality control, and shipping preparation. This role is highly collaborative you will work closely with the customer service manager, warehouse staff, carriers, production team, manufacturers, suppliers, and other team members to ensure that service level agreements and customer expectations are met.

In this role, you will oversee primary warehouse functions (outbound, inbound, inventory control).

RESPONSIBILITIES:

• Liaising closely with the production team on when the stock is reaching fulfilment to ensure the swift, timely and seamless scanning and storing of products 
• Ecommerce stock arrivals and inventory: updating Zedonk, syncing the products with warehouse integration app, ensuring stock allocation to correct channels.
• Liaising closely with wholesale distribution manager on precise separation of stock between the two channels of distribution within the fulfilment; troubleshooting any errors occurring 
• Managing internal stock transfers
• Supporting E-commerce director as well as customer service and online content manager with relevant stock reports and updates
• Tracking inventory levels to prevent stock-outs and/or dead stock
• Managing the end-to-end dispatch of online orders: sending fulfilment requests and overseeing the completion of the orders, ensuring the customers are swiftly provided with tracking information.
• Working closely with the customer service manager to keep them posted with immediate shipping and tracking information, and redirecting shipments in case of receiving any customer information update from customer service 
• Daily communication with warehouse: ensuring the orders are received, items allocated, troubleshooting if warehouse integration errors occur, issuing and updating invoices, providing additional information for customs per request.  
• Overseeing dispatch KPIs: ensure that orders are shipped within the set timeframe, ensure the most efficient and accurate order dispatch. 
• Managing and resolving any issues with fulfilment, flag urgencies as required. 
• Attending to customer enquiries and returns: providing support with shipping, in case of any delays or courier service errors, lodging investigations with courier services in case of loss, ensuring returns terms and conditions are observed. 
• Working closely with  E-commerce customer service manager and warehouse on ensuring that returns are made timely and stock returning to fulfilment is of intact quality and suitable to be further offered to customers
• Liaising with the production team to make sure no damaged or faulty goods are marked as stock and that those are swiftly returned to suppliers. 
• Keeping E-commerce director up to date with any exceptional or problematic cases, i.e. loss of merchandise or shipment, customs issue, fulfilment issues
• Providing relevant support to E-commerce and financial teams: returns reports, invoicing, any damage or loss. 

ADDITIONAL RESPONSIBILITIES:

You will be asked to be in charge of fulfilling orders from other online channels carrying A.W.A.K.E. MODE products according to these channels’ requirements (i.e. Farfetch) 

Due to the nature of the job, during peak seasons, you will be asked to work weekends or after hours.

EXPERIENCE AND QUALIFICATIONS REQUIREMENTS:

• Profound knowledge of Zedonk platform; you have to be a fluent Zedonk user with at least 2 years of experience in operating the software in a relevant position 
• Excellent knowledge of Shopify platform
• Complete understanding of fulfilment integration apps
• At least 2 years experience in order dispatch online support and management position
• At least 2+ years of experience in a similar position, in a luxury retail e-commerce store based on Shopify with a complete understanding of warehouse integration apps, and warehouse KPIs and functions.
• Understanding of international logistics and customs and duties 
• Experience in working with international shipments and resolving any related issues
• Preferable working knowledge of Italian 
• Proven track record of analytical, interpersonal, leadership, and project management 
• Proficient in Microsoft Office (Word, Powerpoint, Excel, etc.), inventory management systems, and warehouse management systems

SKILLSET/QUALITIES:

• Exceptional organisational and time management skills.
• Highly motivated and confident in working independently, with a strong sense of responsibility, but highly collaborative to achieve the best results.
• Agile and flexible with day-to-day demands.
• Able to work in a fast-paced, dynamic environment. You are proactive, result driven and have a structured and solution-oriented approach.
• Have customer-oriented focus
• Have high attention to detail and numbers
• Have a high sense of responsibility, which comes with the habit to double-check all the incoming and outcoming streams of information and numbers.
• Have multitasking capabilities 
• Have business level communication skills (oral and written)

You will be reporting to E-commerce Director, COO, and Financial Controller.

You will be working closely with the fulfilment centre, E-commerce Customer Care And Content Manager, E-commerce Director, production team and Financial Controller 

MINDSET AND WORK ATTITUDE:

Understanding and/or appreciation of A.W.A.K.E. MODE aesthetic, deep appreciation and understanding of the product.

You share our brand philosophy and corporate culture where team is your second family and everyone is valuable and important; where each day we bring kindness and positivity to our working environment. We take care of one another and help each other. We take pride in our work and respect each other’s efforts and time. Everyone is extremely result-oriented and sees no boundaries of their job description to make sure their work is completed to the best possible outcome and high standard of quality.