Associate, Order fulfillment

Posted 1 week ago
Market: ON - Toronto
Industry Segment: Department Stores, Luxury Fashion, Luxury Menswear
Category: Operations
Seniority: Associate
Job Type: Full time

Marketplace Role

As a service to our candidates we present 1000’s of luxury industry roles as part of our Marketplace offering. For these jobs you will be forwarded to the brand to apply directly.

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Associate, Order fulfillment
Holt Renfrew
Department Stores, Luxury Fashion, Luxury Menswear
Full time
Posted 1 week ago

Marketplace Role

As a service to our candidates we present 1000’s of luxury industry roles as part of our Marketplace offering. For these jobs you will be forwarded to the brand to apply directly.

Job Description

The Associate, Order Fulfillment defines the luxury lifestyle shopping experience through building lasting relationships with our people, customers and partners by providing timely and accurate fulfillment of customer orders that directly impact sales and our the customer experience.

Specific responsibilities include (but are not limited to) the following:

  • Maintaining timely and accurate Customer Transfer Sale (CTS) & online sales order management by:
    • Producing order pick lists, multiple times per day as required
    • Ensuring hold orders are executed within 24 hours of receipt
    • Inputting shipping confirmations into the database in a timely manner
    • Organizing picking route based on volume and customer express orders
    • Processing and updating of all orders on proper systems
    • Packaging and preparing orders for shipping

  • Ensuring all client orders are fully inspected prior to packing and shipping, specifically to monitor the following:
    • Footwear items are checked for mismates
    • Product checked for quality, newness, and damages
    • Label orders are correct for their proper destination

  • Updating and maintaining all systems accordingly by:
    • Following up on order notifications on the portal and Apps
    • Prioritizing and actioning all orders based on time sensitivity
    • Picking, shipping, and confirming all orders in a timely manner
    • Securing and safely storing all orders as required

  • Processing of customer returns that are shipped back to stores:
    • Tracking, monitoring and logging all store returns
    • Reviewing returned merchandise to ensure the following:
      • Confirm customer order and returned product match the original order number
      • Check for any customer notes on file from Customer Service Center
      • Confirm all return dates fall within the policy window
      • Examine merchandise to ensure it is in resalable condition

    • Processing of refunds to finalize the process
    • Returning the resalable merchandise to the appropriate department

  • Work with cross functional teams to achieve high compliance of fill rates
    • Provide feedback to system administrator on overall program
    • Resolve compliance issues in a timely manner

  • Ensure CTS/ Online Sales policy and procedure are adhered to
  • Other duties and tasks as assigned
  • Track, record system report management
    • Maintain high order fulfillment rate
    • Update cancelled reports twice per week and notify sales associates
    • Maintain filing system
    • Order and replenish Wrap & Pack supplies as required based on volume

The ideal candidate:

  • High school diploma
  • Very detailed oriented
  • Proficient with computers and systems (POS, IP , CTS , SAP, etc)
  • Highly service-oriented with exceptional organizational and follow up skills

The measures of success:

  • Meet specific standards for fill rates and order processing timelines
  • High degree of accuracy required
  • Exceed customer expectations (CVS)
  • Contribution to financial objectives
  • Individual objectives linked to the achievement of department goals
  • Feedback from internal and external clients

About Holt Renfrew

Holt Renfrew is considered Canada’s fashion and lifestyle retailer.

Founded in Quebec City in 1837, Holt Renfrew is renowned for unparalleled retail experiences and is Canada’s hub for the world’s best fashion and beauty brands. Recognized as a leader in personal service and experiences, the company’s mission is to empower self-expression and ignite positive change along with overarching commitments to sustainability and diversity and inclusion.

With seven stores across Canada, including four in the Greater Toronto Area, plus Montreal, Calgary, and Vancouver, customers can also experience Holt Renfrew’s offerings via holtrenfrew.com.

Holt Renfrew was acquired by the Weston family in 1986 and continues to be privately and Canadian-owned as part of the Selfridges Group. Visit us at www.holtrenfrew.com.