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Order Fulfillment Manager
Order Fulfillment ManagerJames Allen • New York, NY, US
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Order Fulfillment Manager

Order Fulfillment Manager

James Allen • New York, NY, US
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  • [job_card.full_time]
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Order Fulfillment Manager

R2Net Inc., the parent company of Blue Nile and James Allen is a diamond bridal jewelry company with a technology soul. R2Net Inc. is an innovative technology company that provides e-commerce and supply chain platforms to connect the entire span of the diamond industry's ecosystem, including manufacturers, retailers, and consumers. R2Net is part of Signet Jewelers, a purpose-driven company whose mission is to enable all people to Celebrate Life and Express Love. Signet is a Great Place to Work-Certified company, recognized for innovation, brilliance, and culture.

We are seeking an Order Fulfillment Manager to oversee the lifespan of our customers' orders as they make their way through our in-house production factory. The Order Fulfillment Manager is responsible for the success of our order execution and must be a self-motivated, and detail-oriented individual who learns quickly, is an expert communicator but just as comfortable in a spreadsheet, and always has the customer in mind. The right candidate has experience in e-commerce, team management, data analysis and preferably the jewelry industry.

Responsibilities :

  • Oversee the end-to-end order lifecycle, from order placement to invoicing.
  • Train and mentor team, fostering a positive and productive work environment.
  • Support the team through alignment and issue resolution including escalations and complex issues
  • Act as the point of contact for our Customer Service and Store teams when there are questions and escalations in order to ensure speedy, customer-oriented solutions are enabled
  • Work with the factory management team to resolve issues quickly and efficiently to enable minimum disruption to the production floor.
  • Work across teams to prioritize and manage workflow for on-time delivery
  • Identify areas for improvement in the order management process, implement solutions to enhance efficiency and accuracy, developing SOPs and other documentation for long term success
  • Track KPIs to monitor team performance and assess health of the department and factory as a whole
  • Create and implement action plans that improve operational processes and promote a culture of continuous improvement.

Requirements :

  • Minimum 3-5 years of Customer Service preferably within an e-commerce environment.
  • Minimum 2 years in a management role, managing a small but agile team
  • Obsessed with service and the customer experience.
  • Works with urgency and clarity
  • Accustomed to working between multiple systems where you need to synthesize information and translate it into action
  • Ability to multitask and work independently with precise detail and follow-up reporting
  • Ability to use KPIs and data to manage and improve processes
  • Excellent communicator and strong interpersonal skills
  • Data-driven with a facility for numbers
  • Experience in the jewelry industry preferred
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    Order Fulfillment • New York, NY, US

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