Job Description
Job Description
Overview
The Lead Fulfillment Specialist is responsible for overseeing daily order fulfillment operations while actively participating in the preparation, processing, and shipment of orders for e-commerce and client programs. This role serves as a key resource for the fulfillment team, ensuring orders are completed accurately, efficiently, and on time while maintaining high standards of customer service.
The Lead Fulfillment Specialist coordinates workflow priorities, provides guidance and training to team members, monitors quality and productivity, and helps resolve fulfillment and shipping issues. This individual acts as a liaison between team members and management, supports process improvements, and ensures compliance with program requirements and shipping standards.
The ideal candidate is a highly organized, detail-oriented professional with strong leadership, problem-solving, and communication skills. They are comfortable managing multiple priorities, adapting to changing business needs, and fostering a positive, collaborative team environment while delivering an exceptional customer experience.
- Pay rate: $20.00 - $21.00/per hour
- Schedule: Monday - Friday, 8:00am - 4:00pm
Responsibilities
- Serve as the primary point of contact for fulfillment team members, providing guidance, support, and day-to-day direction.
- Train, onboard, and mentor new fulfillment staff on processes, systems, quality standards, and program requirements.
- Monitor team productivity, workload distribution, and fulfillment accuracy to ensure service level agreements and program deadlines are met.
- Coordinate daily fulfillment operations and adjust priorities as needed to address changing business and client requirements.
- Conduct quality control reviews of orders, shipments, and data entry to ensure accuracy and compliance with program standards.
- Troubleshoot order, inventory, shipping, and system issues, escalating concerns when appropriate and helping identify solutions.
- Partner with management to develop and implement process improvements that increase efficiency, accuracy, and customer satisfaction.
- Assist with reporting, tracking key performance metrics, and communicating fulfillment status updates to leadership.
- Support inventory management activities, including cycle counts, reconciliation, and monitoring stock levels for fulfillment programs.
- Act as a subject matter expert for shipping platforms, fulfillment procedures, and client-specific program requirements.
- Foster a positive, collaborative team environment and promote accountability, professionalism, and continuous improvement.
- Assist management with scheduling, resource planning, and coverage coordination to ensure operational needs are met.
Qualifications
- Previous experience leading, training, or mentoring team members in a fulfillment, warehouse, logistics, or customer service environment preferred.
- Demonstrated ability to manage multiple priorities while maintaining a high level of accuracy and attention to detail.
- Strong problem-solving, decision-making, and organizational skills.
- Experience monitoring performance metrics and identifying opportunities for process improvement.
- Ability to effectively communicate and collaborate across departments and with leadership.
- Proven ability to work in a fast-paced environment and adapt to changing priorities.