Since our inception in 1984, Mac Duggal has risen to become an illustrious name in the realm of women's fashion and evening wear, consistently adored by both discerning clientele and celebrity stylists alike. Our headquarters, situated just outside of Chicago, serves as the hub for thousands of Mac's meticulously hand-crafted, one-of-a-kind luxury designs.
As we approach four decades of unparalleled success, our brand continues to thrive, and as a result, our teams are expanding. We are seeking a motivated and detail-oriented individual to join our team as an E-Commerce/Macy's Order Fulfillment Lead to oversee and manage the efficient fulfillment of customer orders across various E-commerce and marketplace platforms.
As a key member of our team, you will be responsible for ensuring that all orders are processed accurately and promptly, meeting or exceeding customer expectations. This role involves interfacing with multiple departments, managing complex fulfillment processes, and actively identifying opportunities for process improvement. A large part of this role is proactive thinking and bringing a value-added opinion to management to improve our operations.
Key Responsibilities:
Manage E-commerce and Marketplace Fulfillment SLAs: Ensure orders are processed within the specified Service Level Agreements (SLAs) to meet customer and marketplace expectations. Monitor and report on fulfillment performance metrics. Approximately 200,000 + orders per year
Daily Order Audits: Perform daily audits and follow-ups on partial and stuck orders in our system to prevent them from rolling over to the next day. Reprint and monitor status of late orders communicating and updating cross-functional teams. Ensure orders are not fulfilled twice.
Collaboration with Warehouse: Collaborate closely with the warehouse team to resolve fulfillment issues efficiently, ensuring a smooth order processing flow
Platform Expertise: Work proficiently with ERP systems, Shopify, Global-e, and various marketplace platforms to facilitate order processing.
Customer Issue Resolution: Act as a point of contact to resolve customer fulfillment issues promptly and professionally. Utilize Zendesk or similar tools to track and resolve customer inquiries effectively. Ensure cancellations are processed correctly and report on trends and suggest improvements to reduce cancellations.
Order Oversight: Oversee the entire order fulfillment process, from order receipt to shipment. Print orders and coordinate with the warehouse team; troubleshoot any issues causing delays
Order Cancellation: Determine the need to cancel orders and execute across all platforms when the company cannot fulfill them, ensuring clear communication to customers. Ensure cancellations are processed correctly in all systems and report on trends and suggest improvements to reduce cancellations.
Cross-Departmental Communication: Maintain open and effective communication with warehouse, customer service, and e-commerce management teams to ensure seamless order processing and issue resolution
Payment Release Management: Manage the release of pre-payments for marketplace orders in accordance with established procedures
Complex Multichannel Management: Deal with the complexity of managing orders across multiple E-commerce and marketplace platforms. Daily Monitor SLAs across each Shopify, marketplace, and international platform. Maintain reporting to track all SLAs. Work closely with the e-commerce team to improve KPI performance.
Customer-Facing Interaction: Act as a customer-facing representative, providing timely updates on order status, and tracking information, and addressing any potential delays. Communicate directly with consumers about their orders and with Marketplace support representatives to resolve issues. Handle PO-Box address corrections and requests for address or shipping changes.
International Shipping Compliance: Be the subject matter expert for the Global-e Commerce International Platform. Print and organize all paperwork for orders, and ensure all procedures are followed. Perform a daily batch process in Global-e and monitor SLAs and shipping in the Global-e Platform. Understand and manage international shipping compliance, ensuring all regulations are met.
Process Improvement: Identify areas for process improvement in order management workflows. Contribute to the development and implementation of best practices to enhance order processing accuracy and speed
Skills & Requirements:
Bachelor's degree in Business, Logistics, or a related field (or equivalent experience)
Previous experience in E-commerce or order fulfillment operations
Proficiency in ERP systems, Shopify, and various marketplace platforms
Strong problem-solving and analytical skills
Excellent communication and interpersonal skills
Detail-oriented with the ability to manage multiple tasks simultaneously
Customer-focused with a commitment to delivering exceptional service
Proactive attitude and a passion for process optimization
Thrives in fast-paced environments, effectively managing multiple tasks and priorities
At Mac Duggal, we believe in the art of diversity and the beauty of inclusion, celebrating the unique talents and perspectives of every individual. We offer equal employment opportunities to all, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic under the law. In our atelier, each distinct thread intertwines to craft the extraordinary. If you possess a passion for fashion, luxury, and the vibrant tapestry of human talent, we warmly invite you to apply and become a part of our enduring legacy. We eagerly await the opportunity to witness your brilliance.