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Order Management Associate

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The Fulfillment Associate is responsible for monitoring and responding to fulfillment alarms for an assigned set of distribution partners to ensure on-time and accurate fulfillment of customer orders. Distribution partners may include drop ship vendors (DSVs) and owned inventory facilities (both owned and operated facilities, and third party logistics facilities). The Fulfillment Associate will contact distribution partners to close alarms and, if needed, manually upload status updates to close alarms. Alarms signal that an order will potentially be late to customers, and the Fulfillment Associate plays a key role in ensuring orders are delivered on-time to customers. The Fulfillment Associate will also communicate closely with the Performance Managers and Fulfillment Account Managers (FAMs) who are responsible for their assigned distribution partners to inform them of any issues with a partner.

1. Order Management (95%)
• Monitor and respond to fulfillment alarms that appear in the Daily Order Exception (DOE) report and Fulfillment Portal. Alarms include file confirmation timeouts, line acknowledgement timeouts, lines unrecognized, lines discontinued, line shipment timeouts, and lines backordered.
• Address alarms for an assigned set of distribution partners by closing alarms or adding comments by the end of each day.
• Research customer order issues using the tools available to the Order Management team. Tools include the order database (Avocado), file translation system (Bedrock), and item catalog (Tool).
• Contact distribution partners via phone and email to resolve alarms.
• Use data supplied by distribution partners to manually update order statuses by building status update files in Excel and uploading them through the file translation system, Bedrock.
• Communicate throughout the day via phone and email with the Performance Managers and Fulfillment Account Managers (FAMs) who are responsible for overall fulfillment performance for the assigned distribution partners. Ensure Performance Managers and FAMs are aware of any issues at assigned distribution partners by escalating trends or non-standard issues.
• Provide Performance Managers and FAMs with a daily summary of distributor responses used to close alarms.

2. Other (5%)
• Assist with the fulfillment testing process for an assigned set of new distribution partners to validate fulfillment operations including accuracy of packing slips and shipping labels. Pick up and receive test orders. Maintain visibility for test order expenses. Ensure test orders are appropriately returned and refunded.
• Prepare open orders reports during the holiday season.
• Complete other assigned tasks as applicable.


1) Knowledge, Skills, Abilities:
Functional Competencies:
• Detail oriented with good analytical and problem solving skills
• Ability to prioritize and successfully drive multiple tasks appropriately
• Good skills in MS Office and technical ability to quickly learn and become proficient with internal applications

Interpersonal Competencies:
• Ability to balance multiple priorities at once and manage time appropriately
• Ability to collaborate with internal and external fulfillment partner stakeholders
• High sense of ownership, urgency and attention to detail
• Strong verbal and written communication skills

Leadership Competencies:
• Foster and maintain Wal-Mart’s three core values:
• Respect for the Individual
• Service to our Customer
• Strive for Excellence

2) Preferred Educational Level:
• Bachelors degree or equivalent with preference for supply chain, logistics, operations or other relevant specialization

3) Experience:
• 1-2 years experience of relevant supply chain, logistics, operations or other related field preferred
• Experience and knowledge of ecommerce, including order management and fulfillment preferred
• Experience working in a customer service or customer focused environment preferred
• Experience in working as strong contributor in a team-based environment

4) Physical Requirements:
• Available evenings and weekends if needed in support of fulfillment operations

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