Fulfillment Account Coordinator

Title: Fulfillment Account Coordinator

Job Classification: Hourly, Non-exempt

Department: Fulfillment/Handwork

Shift: 1st

Reports To: Fulfillment Customer Experience Manager

General purpose of Job: A Fulfillment Account Coordinator acts as the primary liaison between Fulfillment customers and the warehouse, managing the end-to-end order process to ensure accuracy, speed, and customer satisfaction. They oversee inventory levels, optimize fulfillment workflows, track shipments, resolve logistics issues, and maintain key performance indicators (service level).

Essential Duties & Responsibilities:

• Manage multiple fulfillment accounts exercising good discretion and judgement concerning the wide variety of situations that arise supporting Fulfillment customers


• Contribute to a culture that puts the customer first and makes the customer feel that Impact is an extension of their company


• Communicate effectively by phone, email, and in-person in accordance with expected service levels. Provide regular customer updates and reporting, and address daily customer requests and concerns

• Stay apprised of customer programs including actual and anticipated order volume patterns keeping the Fulfillment Operations Manager informed related to expected product arrivals, customer needs, changing volume patterns and other program dynamics


• Inventory management, leveraging the Order Management System reports and occasionally working with production to physically verify product levels. Each rep is expected to support periodic inventory counting as required for each customer program (can be quarterly, annually, etc.)

• Demonstrate program ownership with a 'do what it takes' attitude, and willingness to jump in if needed to ensure delivery for customers in extraordinary circumstances e.g. pick, pack & ship orders when the production floor is busy, help receive inventory when there are unforeseen delays, help enter order returns into the system. A positive attitude is important, working effectively as a team member when presented with difficult situations


• Understand the Order Management System (VeraCore Fulfillment Solution), managing backorders, open pick slips, open orders, assembly manifests, service errors, reports, monthly billing, etc.


• Stay attuned to opportunities to improve our Fulfillment processes. Be open to ideas coming from customers, pick/pack specialists & co-workers. Discuss these ideas with the Fulfillment Customer Experience Manager & the Fulfillment Operations Manager.


• Understand & maintain Standard Operating Procedures.

Performance Measurement: Performance feedback will take place both verbally and written on a day-to-day as needed basis, recognition in monthly employee recognition meetings, formal training on changes in SOP as needed with a formal review by the supervisor at least annually.

Education and/or Experience:

Post-secondary education is preferred. Min. 2 years related experience. Logistics or warehousing experience a plus.

Technical Skills:

Proficiency in OMS, MIS/ERPs, and MS Office (especially Excel).

Language Skills:

Ability to read and interpret documents such as trade journals and procedure manuals. Ability to write routine reports and correspondence. Ability to communicate effectively with customers or employees of organization.

Reasoning Ability:

Ability to apply common sense understanding to carry out detailed written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. Ability to manage time and prioritize tasks in order to complete a variety of different tasks in a given time.

Ability to resolve shipping errors, inventory discrepancies, and logistics bottlenecks promptly.

Mathematical Skills:

Ability to add, subtract, multiply, and divide in all units of measurement and weight, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and draw and interpret bar graphs.

Work Environment:

The noise level is moderate. Work near fumes & air borne particles, risk of electrical shock, and exposure to toxic or caustic chemicals.

Computer Skills:

Experience using word processing, and spreadsheet programs. Familiarity with current operating systems in a networked PC environment. Familiarity with the use of desktop printers.

Physical Demands:

Often working on a computer at a desk or walking to locations throughout the building. At times lift up to 40 pounds. There will be high phone usage.