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Director of Client Fulfillment

Summary/Objective

As an on-demand field service provider, expedient order fulfillment is one of WeGoLook’s greatest core competencies.  The Director of Client Fulfillment is responsible for ensuring and continually improving order SLA management across all WeGoLook client accounts.  The position monitors overall day-to-day order handling in a collaborative, hands-on manner and makes data-driven decisions to foster continuous improvement among the fulfillment team.  The position serves as a problem solver, identifies delivery shortfalls before they occur and leverages process and technology enhancements to improve fulfillment operations. Responsibilities include managing against delivery SLA’s, driving efficiency and quality improvements, handling escalated fulfillment needs as they arise, and continuing to improve upon metrics driven delivery standards.

 

ESSENTIAL FUNCTIONS

  • Take an active role in all stages of the client service cycle and work closely with staff to ensure that services are delivered on time and lead the team to a high level of execution
  • Establish production process standards and continuously measure performance
  • Hold the operations and fulfillment team accountable to established benchmarks required to monitor and report key performance indicators
  • Identify and help scope key technology enhancements that improve efficiency and transparency throughout the order fulfillment workflow
  • Implement strategies to improve and standardize all aspects of fulfillment operations
  • Ensure all work is performed by the specified turnaround time and that resource allocations are appropriate for daily/weekly ebbs & flows in order volume
  • Engineer standards to drive continuous improvement
  • Work with external partners or vendors that aid in order fulfillment handling
  • Develop and monitor new KPIs to measure the success of process improvements
  • Help drive quality of service across the fulfillment organization
  • Review financial performance KPIs to help guide team actions in ways that improve profitability

 

Competencies

  • Systematic thinker with an ability to articulate and document detailed workflows
  • Experience designing and managing against strict client delivery SLA’s
  • Ability to work as a client partner to ensure functional expectations are well-understood and communicated
  • Working knowledge of data analysis and performance / operating metrics
  • Ability to build strong relationships at all levels of the company, most importantly build a strategic partnership with sales
  • Outstanding business communication and presentation skills, both internal and external
  • Ability to provide advice and expertise to solve fulfillment challenges

 

Required Education and Experience

  • Bachelor’s degree and at least eight years of experience in fulfillment operations
  • Proven work experience in team-oriented, participative management environment
  • Proficient in the use of third-party software and systems used in the operations environment
  • Six Sigma training/certifications preferred

 

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