Trade Fulfilment Coordinator

OVERVIEW

In this dynamic role, you will oversee the fulfilment of our global customer orders, ensuring timely and accurate dispatch. You will monitor and optimise the end-to-end order journey, ensuring a seamless flow of data between integrated platforms. Working in conjunction with both the Customer Service and Trade Operations teams, you will work omni-channel to deliver operational excellence leading to customer satisfaction.

KEY RESPONSIBILITIES

**Operations**
- Oversee the fulfilment of all global customer orders
- Monitoring traffic, sales performance, order fulfillment, inventory levels, delivery timelines and customer journey.
- Identify and resolve system integration issues, between platforms including but not limited to AP21, Loop Returns and Shopify.
- Monitor all special service transactions including Ship from Store, Floor to Door and Click & Collect
- Liaise with stores on outstanding order transactions, working proactively to ensure fulfilment within SLAs
- Analyse and resolve order exceptions such as fulfilment rates, split shipments, etc. while managing both order flow and exception processes.
- Proactively identify opportunities and best practice adoption to improve overall performance and/or reduce costs (including upstream/downstream processes & functions).
- Partner with customer service team to understand consumer pain points and work on initiatives to improve customer experience.
- Support our Trade and customer service teams with processes and systems to ensure the changes are fully embedded into our day-to-day operations.

**Administrative**
- Prepare regular reports to various stakeholders on customer focussed analysis, costs, team performance and continuous improvement action plans and process audits.
- Report weekly on fulfilment metrics including 3PL processing times versus SLA, order rejections, bounce rates etc.
- Stay up to date with the latest digital solutions which may improve process and customer experience
- Assist in the systems and administrative based training of new Customer Service team members.

KEY PERFORMANCE INDICIATORS
- Fulfilment Rate
- Process Management
- Order Maintenance
- Operational Excellence
- Exceptional Customer Service & response times

REQUIRED AND DESIRED SKILLS

**Technical**
- 2 years previous experience working as a Store Manager or in a Customer Service role
- Demonstrated experience using AP21 will be highly desirable
- Continuous ability to adapt to changing business needs to make improvements that increase commercial outcomes and profitability
- Strong communication skills to effectively train and mentor a variety of internal stakeholders and employees.
- Detail oriented, with excellent follow through skills
- A strong understanding and appreciation of the value seamless operations play in providing the best customer experience for our clients in store and online.

**We recognise the impact our team has on our success. To show our appreciation we want you to enjoy...**
- Enticing salary packaging
- Your growth is our growth, training and development programs are recommended and encouraged
- Stepping away from the traditional, Aje HQ is a sunlit space within Surry Hills that influences creative and collaborative thoughts. The awe will never diminish when looking at the curved arches, textured walls and open roof.
- Celebrate milestones such as, Birthdays with Aje leave benefits
- Be a part of the change with increasing positive corporate responsibility, reflected through our Aje Aware Charter
- Be adored and recognised as no key achievement and success goes unnoticed
- We appreciate our hard working teams however, a healthy work life balance is one in which we actively promote
- Embrace the Aje style with our generous employee discounts, pre-order programs, clothing allowances and regular sample sales
- At Aje, diversity is a founding principle of the brand, taking inspiration from multicultural Australia throughout all visual communications since inception. We are committed to developing a culture and environment that celebrates diversity, equality and inclusion by promoting diversity in all forms and creating a safe environment for all employees, applicants and customers._