Fulfillment Lead

Job Description

• Order Processing (Primary Focus): o Process all incoming customer orders across product lines — including Accessory orders and Service related orders — from receipt through invoicing. o Review incoming purchase orders for pricing, quantities, units of measure, and discrepancies; process customer orders and invoices in QuickBooks Online (QBO) and Salesforce. o Generate shipping labels (FedEx, UPS) for warehouse staff to print and fulfill on-site. o Create and maintain Bills of Lading (BOLs), packing lists, commercial invoices, and other required shipping documentation. o Coordinate LTL and freight shipments, including scheduling pickups and obtaining carrier quotes; verify consignee information, shipping requirements, and delivery instructions. o Track time-and-materials billing for applicable orders and services.

• Process Improvement & Order Tracking: o Partner with the Head of Fulfillment and Operations leadership to identify opportunities to systematize and optimize order processing and fulfillment workflows. o Help build and maintain a shared order-status tracking process across product lines so every order is accounted for once, preventing duplicate processing and missed orders. o Flag recurring errors or bottlenecks (e.g., order accuracy, shipping delays) and help design and implement fixes.

• Fulfillment Coordination: o Hand off completed labels, invoices, and order documentation to the warehouse team for picking, packing, and shipping. o Coordinate with warehouse staff on order readiness and shipping priorities. o Support the shipping process for accessories, systems, RMAs, and customer orders from processing through hand-off to the warehouse team.

• Inventory & Procurement Support: o Maintain accurate inventory levels for accessories, hardware, and operational supplies, in coordination with warehouse staff. o Support weekly inventory counts and cycle counts to help ensure inventory accuracy. o Maintain receiving logs and inventory tracking documentation; communicate replenishment needs to Operations. o Assist with procurement tasks (e.g., QBO purchase orders, vendor web portals) as time allows, with opportunity to take on more of this over time.

• Customer & Team Support: o Respond to customer order inquiries, RMA requests, shipping questions, and product return coordination. o Interact directly with customers by phone and electronically to ensure a positive customer care experience. o Support operational continuity by assisting with team responsibilities during absences or increased workload. o Collaborate with fulfillment and warehouse team members to keep orders moving smoothly. o Provide backup support for office administrative functions as needed.

Skills and Requirements

• 4+ years of experience.
• Prior experience in order processing, data entry, logistics, or operations administration strongly preferred.
• Exceptional attention to detail and accuracy, particularly when processing a high volume of orders.
• Proficiency with QuickBooks Online (QBO), Salesforce, and standard shipping platforms (FedEx, UPS, freight/LTL), or comfort learning new systems quickly.
• Strong written and verbal communication skills; responsive and professional with customers, vendors, and internal team members.
• Excellent organizational skills and ability to manage multiple order streams, inboxes, and priorities simultaneously.
• A collaborative, problem-solving mindset — interested in identifying and helping fix process gaps, not just processing orders as-is.
• This is primarily a desk-based role; regular physical presence in the warehouse is not required.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].