We are seeking a highly organized, proactive, and detail-oriented Order Fulfillment & Logistics Specialist to support our growing Operations team. This role is responsible for managing customer orders from entry through shipment, ensuring timely and accurate execution across multiple systems, warehouse partners, carriers, and retail platforms.

The ideal candidate is an excellent communicator with strong organizational, multitasking, and problem-solving skills. They should have a customer-first mindset and experience working in supply chain, logistics, customer service, or operations environments. This role plays a critical part in delivering exceptional service to customers, retail partners, warehouse partners, carriers, and internal teams while ensuring orders are fulfilled accurately and efficiently.

Key Responsibilities

Daily Order Processing

• Enter and maintain customer orders in the Open Order Report.
• Process customer orders accurately in QuickBooks Enterprise.
• Submit orders through warehouse portals and partner systems.
• Verify order details, quantities, shipping information, and other required data before release.
• Monitor orders for missing, incomplete, or incorrect information.
• Proactively identify and resolve order issues to prevent fulfillment delays.
• Maintain accurate and up-to-date order records across all relevant systems.

Shipment Execution & Transportation Coordination

• Coordinate carriers according to established routing procedures and customer requirements.
• Monitor daily shipment activity from pickup through delivery.
• Update shipment tracking information in the Open Order Report and applicable systems.
• Follow up with carriers and warehouse partners regarding delayed pickups or deliveries.
• Investigate transportation issues and communicate updates to relevant stakeholders.
• Escalate transportation or fulfillment issues requiring additional support.
• Ensure shipments are executed according to established timelines and requirements.

Order Changes & Cancellations

• Process customer order modifications, adjustments, and cancellations accurately and promptly.
• Communicate order changes to warehouse partners and update internal systems accordingly.
• Confirm that requested changes have been successfully implemented across all applicable platforms.
• Monitor modified orders through fulfillment to ensure changes are properly reflected.

SPS Commerce & EDI Management

• Send Purchase Order Acknowledgements through SPS Commerce.
• Monitor orders requiring Advanced Shipping Notices (ASN).
• Coordinate with warehouse partners to obtain Bills of Lading (BOLs) and required shipment information.
• Validate shipment details against BOL documentation.
• Prepare and submit accurate ASNs within required timelines.
• Monitor EDI-related issues and follow up on missing or incomplete information.
• Escalate documentation or integration issues that may delay ASN submission or shipment processing.

Shipment Documentation & Records

• Track and maintain BOLs and other required documentation for completed shipments.
• Ensure all required shipping documentation is complete, accurate, and properly organized.
• Maintain organized digital shipment and order records.
• Follow up with warehouse partners and carriers to obtain missing documentation.
• Verify shipping documentation against order and shipment details.
• Support internal recordkeeping and reporting requirements.

Faire Order Management

• Review Faire orders daily and ensure timely processing.
• Add and verify shipment tracking information.
• Apply shipping and label costs when required.
• Confirm order updates and shipment information are accurate.
• Monitor Faire orders for discrepancies or fulfillment issues.
• Escalate platform, integration, or order-processing issues when necessary.

Customer Order Support

• Monitor active customer orders throughout the fulfillment process.
• Respond to routine customer order status inquiries in a timely and professional manner.
• Investigate shortages, damages, shipment discrepancies, and other fulfillment issues.
• Gather supporting documentation and information for claims and escalations.
• Communicate proactively with customers and internal teams regarding order status and issues.
• Escalate recurring, complex, or high-impact customer issues to the Director of Fulfillment and Logistics.
• Maintain a customer-first approach while balancing service expectations with operational requirements.

Cross-Functional Operations Support

• Collaborate with warehouse partners, carriers, customers, retail partners, and internal departments to ensure smooth order fulfillment.
• Support inventory and production planning activities by maintaining accurate order information.
• Identify operational inefficiencies and recommend opportunities for improvement.
• Assist with reporting, order reconciliation, and operational data management as needed.
• Maintain consistent communication and follow-through across multiple stakeholders.

Qualifications

• 4+ years of experience in Operations, Logistics, Customer Service, Order Management, Supply Chain, or a related field.
• Experience working in food and beverage operations is preferred.
• Strong written and verbal English communication skills.
• Excellent organizational, multitasking, and time-management abilities.
• High attention to detail and commitment to accuracy.
• Strong problem-solving skills with a proactive and solutions-oriented mindset.
• Ability to work independently and collaboratively in a remote environment.
• Strong customer service orientation and commitment to delivering excellent service.
• Basic understanding of production planning and inventory management.
• Familiarity with retail operations, warehousing, distribution, and transportation processes.
• Proficiency with Google Workspace and Microsoft Office.
• Strong working knowledge of Microsoft Excel.
• Experience using QuickBooks Enterprise.
• Experience with SPS Commerce, EDI, ASN, BOL, or similar order and shipment systems is preferred.
• Ability to manage multiple orders, systems, priorities, and deadlines simultaneously.

Core Competencies

Customer Focus

• Demonstrates a strong customer-first mindset in all interactions.
• Takes ownership of customer orders and follows issues through to resolution.
• Communicates proactively and professionally with customers and partners.
• Balances customer needs with operational requirements and established processes.

Organization & Order Management

• Maintains accurate and organized order and shipment records.
• Effectively manages multiple orders, deadlines, systems, and priorities.
• Demonstrates strong planning and follow-through.
• Ensures tasks and required updates are completed within established timelines.

Attention to Detail

• Consistently produces accurate, high-quality work.
• Carefully reviews orders, shipment information, BOLs, ASNs, and tracking details.
• Identifies discrepancies before they create downstream operational issues.
• Maintains accuracy while working across multiple systems.

Problem Solving

• Identifies operational issues proactively and determines appropriate solutions.
• Investigates discrepancies, delays, shortages, damages, and documentation issues.
• Demonstrates resourcefulness and sound judgment.
• Knows when to resolve issues independently and when to escalate.

Communication

• Communicates clearly, professionally, and effectively with customers, carriers, warehouses, retail partners, and internal teams.
• Provides timely updates regarding order and shipment status.
• Demonstrates strong written communication and documentation skills.
• Maintains professionalism when handling time-sensitive or challenging situations.

Managing Work

• Works independently with minimal supervision.
• Prioritizes tasks based on urgency, customer impact, and operational deadlines.
• Effectively manages competing priorities in a fast-paced environment.
• Follows established procedures while exercising appropriate judgment.

Flexibility & Adaptability

• Remains effective when priorities, customer requirements, or shipment conditions change.
• Comfortable working across multiple systems and processes.
• Adapts quickly to new tools, procedures, and operational requirements.
• Maintains composure and productivity when handling unexpected issues.

Teamwork & Collaboration

• Builds strong working relationships with internal and external partners.
• Collaborates effectively with Operations, Fulfillment, Logistics, Customer Service, warehouses, and carriers.
• Shares information and keeps stakeholders informed.
• Contributes positively to a collaborative and accountable remote work environment.

Analytical Thinking

• Reviews order and shipment information to identify discrepancies and potential issues.
• Uses data and documentation to investigate problems and determine appropriate next steps.
• Recognizes recurring operational issues and opportunities for process improvement.
• Applies sound judgment when evaluating order, inventory, shipment, and customer information.

What Success Looks Like

In this role, you will:

• Process customer orders accurately and efficiently from entry through shipment.
• Ensure shipments are executed, tracked, and documented on time.
• Maintain accurate order and shipment information across multiple systems.
• Ensure SPS Commerce, EDI, ASN, BOL, and tracking requirements are completed accurately and within established deadlines.
• Communicate effectively with customers, warehouse partners, carriers, retail partners, and internal teams.
• Identify and resolve operational issues proactively.
• Escalate complex or recurring issues appropriately and in a timely manner.
• Deliver a consistently high level of customer service.
• Help ensure a smooth, reliable, and efficient order fulfillment operation.