Customer Fulfillment Specialist - Bravado Designs USA Customer Fulfillment Specialist
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Customer Fulfillment Specialist

March 01, 2019

About Bravado:

At Bravado Designs, our purpose is to inspire every new Mom to breastfeed and help support her to succeed in her breastfeeding journey. We believe that our success is dependent on the superior design in our products and a very strong collaboration and bond between our sales, design, and marketing teams to deliver a great brand experience.

 

Role Objective:

Reporting to the Manager, Global Logistics, the Customer Fulfillment Specialist is accountable for the overall Tier 1 EDI, Vendor Managed Inventory (VMI), and Factory Direct order management accounts. This includes customer item set up, order trouble-shooting, customer website management, leading non-compliance investigation and resolution, and supporting new customer on-boarding.

 The Customer Fulfillment Specialist will work directly with customer portals, logistics, and warehouse partners to ensure on-time and complete order processing and fulfillment. The Specialist will also partner with Sales to coordinate replenishment of vendor managed inventory programs.

 The Customer Fulfillment Specialist is highly detailed and results-oriented and utilizes reports and customer order data to ensure the highest level of order process excellence. The Specialist will be a strong communicator, self-starter, and will proactively collaborate with customers and their colleagues in the Operations and Sales teams to meet required order fulfillment timelines.

 

Responsibilities:

  1. Fulfillment Accountabilities
  • Manage the end-to-end Sales Order Cycle for our related company Factory Direct Program
  • Facilitate timely commercial documents release for Factory Direct Program
  • Review daily ERP system allocation process results, and resolve issues to ensure order release
  • Monitor Tier 1 customer portals regularly for order status, to identify issues, and lead resolution (i.e. electronic data close)
  • Inform warehouse partners of drop ship customer address change alerts
  • Proactively review ERP open order reporting to effectively manage on-time order processing within customer Service Level Agreements (SLA)
  • Accountable to manage overall operational execution of Vendor Managed Inventory (VMI) Programs
  • Responsible to compile monthly customer KPI reports for review, analysis, and process improvement recommendations and action as required
  • Responsible to compile monthly internal KPI reports for review, analysis, and process improvement recommendations and action as required
  • Collaborate with Logistics on inbound supply to warehouse for stock availability and order fulfillment planning
  • Provide regular order status updates to cross-functional teams during special events, e-comm sales, and marketing campaigns

 

  1. EDI Customer Maintenance
  • Responsible to set up customer item information on their portals for new product launch
  • Support and lead EDI Customer on-boarding including all specific account requirements
  • Proactively update Customer portals with all order changes, shortages, and cancellations within their SLA
  • Accountable to manage, lead, and resolve customer non-compliance penalties with information provided as required from the Finance department
  • Process weekly Recommended Removal requests
  • Proactively keep Sales and customers informed on any order disruption, issues, and resolutions
  • Ensure Customer Portals receive daily EDI 846 inventory updates and monitor and communicate any issues and resolutions
  • Manage consistent review of customer Proof of Delivery requests
  • Determine and lead initiatives to improve customer experience and relationships
  • Partner, coordinate, and follow up with key cross functional areas (i.e. Sales, Customer Service) on customer orders and related issues
  • Support Sales and Marketing on customer projects as required

 

Qualifications:

  • Post-secondary degree or diploma
  • Minimum 3-5 years proven experience working with EDI customers and customer vendor sites, effectively working and managing order fulfillment processes, vendor inventory analysis and on-time order planning/processing
  • Prior work experience in supply chain and logistics area is preferred
  • Strong data analytical skills
  • Proficient in Microsoft Office (i.e. Word, Outlook, and Excel) at an intermediate level or better

 

Essential Requirements within Bravado’s culture:

  • Demonstrates the key Bravado Values and must be: Collaborative, Respectful, Fantastic, Optimistic, and Accountable
  • Enthusiastic about and aligned with our values
  • Results-oriented, highly motivated, and enthusiastic individual who takes ownership
  • Collaborative style in a team-oriented environment, yet works effectively on an independent basis
  • Takes initiative, and is flexible, adaptable, and resilient in approach
  • Ability to quickly develop rapport and trust
  • Excellent communication skills – verbal, written, and presentation skills, excellent email etiquette, and persuasion skills including the ability to communicate concisely and clearly with people in other cultures
  • Excellent interpersonal and listening skills
  • Proven critical thinking skills necessary for problem-solving, conflict resolution, and decision-making
  • Effective time management, planning, and execution skills
  • Proven skill set as a strategic thinker with the ability to plan, execute, and achieve sales results
  • Demonstrated strong organizational skills to manage multiple priorities, be detail-oriented, and follow up, as required
  • Enthusiastic about and aligned with our mission to help every new mother have a successful breastfeeding experience

 

Logistics Requirements:

  • Valid passport and driver’s license for limited travel to the Niagara and Buffalo area
  • Must work out of Bravado’s Toronto office
  • Core office hours are Monday – Friday 9am-5pm
  • Bravado Designs is a fragrance-free environment

We offer a competitive compensation and benefits package.

Bravado Designs Ltd. is committed to providing a barrier-free work environment in concert with the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. As such, Bravado Designs Ltd. will make accommodations available to applicants with disabilities upon request during the recruitment process.

How to Apply

If you are interested in this opportunity and have the skills and experience required, we invite you to send your covering letter and resume to: recruit@bravadodesigns.com and in the subject line quote the position title and date of application. We appreciate your interest in this opportunity, however, only those selected for an interview will be contacted.