Fulfillment Lead

Required Skills & Experience

• 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.

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.