Job Description

E-Commerce Fulfillment Analyst

The Sr. E-Commerce Fulfillment Analyst will have the primary responsibility for managing day-to-day processes related to customer order fulfillment from At Home stores and vendors. He/she will work closely with Store Operations, Customer Care, and IT teams to identify and implement ongoing process improvements that increase sales, reduce expenses, and improve the customer experience. This position will work with external partners/vendors to address issues and concerns and continually look for ways to improve the processes and systems.

Under the direction of the Sr. Manager eCommerce & Omnichannel Operations, the eCommerce Fulfillment Analyst will also have responsibility for identifying, managing, and maintaining optimal fulfillment across the entire eCommerce assortment. In addition, this position will serve as an Order Management System (OMS) and an over-arching Supply Chain Management application subject matter expert working with internal and external partners, to architect the 'best-fit' customer use cases across multiple enterprise systems and fulfillment channels. The successful candidate will need to possess extremely solid analytic and problem-solving skills, have the ability to distinguish technology problems from people or process problems, excellent communication and interpersonal collaboration skills.

Job Responsibilities

• Provides daily support and exceptional customer service to Online Merchandising and cross-functional partners, answering questions and working to find the appropriate solutions in a timely and efficient manner.
• Communicates with management regularly regarding projects, solutions, status, and related issues both through formal and informal presentations; provides recommendations for process improvement.
• Monitors, analyzes, and establishes key operating metrics and assists in the development and maintenance of an accurate measurement system.
• Creates and leverages reporting and dashboards to drive process improvements resulting in reduced costs and improved service.
• Partners with management to develop forecasting for order fulfillment based on current plans, trends, and metrics.
• Acts and supports business as the subject matter expert on fulfillment capabilities and capacity for Stores and/or dropship vendors.
• Assists in the maintenance and preparation of documentation, including but not limited to, the development of Standard Operating Procedures.
• Increases omnichannel sales by maximizing fill rate to reduce cancellation and abandonment.
• Collaborates with and supports eCommerce UI/UX and site content/merchandising teams to drive constant improvement and growth of the At Home omnichannel/eCommerce businesses.
• Reviews and monitors shipping lead time and delivery time performance and works with respective team internally and externally (Delivery Service Partners, FedEx, etc.).
• Identifies delivery performance issues by gathering and analyzing data and by communicating with carriers such as FedEx, UPS, and LTL carriers as well as with Omnichannel Operations.
• Reviews any order processing issues and assists with customer service operations matters working closely with the Customer Service manager and leads in process streamlining and alignment.
• Actively monitors order fulfillment by vendors for timeliness and accuracy.
• Provides expertise in OMS functionality and operations, ensuring that orders are processed efficiently, accurately, and quickly within our systems, exceeding customer expectations on speed and transparency.
• Actively seeks opportunities to reduce support incidents and manual work through technology and provides recommendations to IT leadership to enhance our current capability and processes.

Minimum Qualifications

• Bachelor's Degree in Data Science, Business Analytics, or Logistics/Supply Chain.
• 2+ years of experience managing data, business processes, and managing vendor relationships.
• 2+ years of experience in operations and/or e-commerce with at least 1+ in e-commerce specifically.
• Proven experience managing data, analyzing data, and identifying trends.
• Experience with Alteryx and/or Tableau required.
• Supply Chain, logistics, or analytical experience preferred.
• Well-versed in Microsoft Office Suite with excellent Excel and Access skills.
• Proven knowledge using Order Management components such as order routing, inventory sourcing & pre-ordering.
• Experienced with omnichannel capabilities such as BORIS, ROPIS/BOPIS, Ship from Store/Dropship, etc.
• Knowledge of supply chain operations to monitor order processing throughout the supply chain for systems performance and order routing efficiency.
• Highly organized, detail oriented, resourceful, and customer service oriented.
• Highly collaborative with strong written communication and project management skills.
• Manages own time accurately and effectively.
• Possesses strong cross-functional communication skills; takes a proactive approach to cross-functional communication and works to continually improve and enhance cross-functional collaboration.
• Works independently to support off-hour/weekend operations.

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