Order Fulfillment Manager

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Our banner is part of Signet Jewelers, a purpose-driven company who believes love inspires love and whose mission it is to enable all people to Celebrate Life and Express Love. Signet Jewelers is also a “Great Place to Work-Certified™” company. Innovation and brilliance – two things that set us apart. Join us!

R2Net Inc., the parent company of Blue Nile and James Allen is a diamond bridal jewelry company with a technology soul. R2Net Inc. is an innovative technology company that provides e-commerce and supply chain platforms to connect the entire span of the diamond industry's ecosystem, including manufacturers, retailers, and consumers. R2Net is part of Signet Jewelers, a purpose-driven company whose mission is to enable all people to Celebrate Life and Express Love. Signet is a Great Place to Work-Certified™ company, recognized for innovation, brilliance, and culture.

We are seeking an Order Fulfillment Manager to oversee the lifespan of our customers’ orders as they make their way through our in-house production factory. The Order Fulfillment Manager is responsible for the success of our order execution and must be a self-motivated, and detail-oriented individual who learns quickly, is an expert communicator but just as comfortable in a spreadsheet, and always has the customer in mind. The right candidate has experience in e-commerce, team management, data analysis and preferably the jewelry industry.

Responsibilities:

• Oversee the end-to-end order lifecycle, from order placement to invoicing.
• Train and mentor team, fostering a positive and productive work environment.
• Support the team through alignment and issue resolution including escalations and complex issues
• Act as the point of contact for our Customer Service and Store teams when there are questions and escalations in order to ensure speedy, customer-oriented solutions are enabled
• Work with the factory management team to resolve issues quickly and efficiently to enable minimum disruption to the production floor.
• Work across teams to prioritize and manage workflow for on-time delivery
• Identify areas for improvement in the order management process, implement solutions to enhance efficiency and accuracy, developing SOPs and other documentation for long term success
• Track KPIs to monitor team performance and assess health of the department and factory as a whole
• Create and implement actions plans that improve operational processes and promote a culture of continuous improvement.

Requirements

• Minimum 3-5 years of Customer Service preferably within an e-commerce environment.
• Minimum 2 years in a management role, managing a small but agile team
• Obsessed with service and the customer experience.
• Works with urgency and clarity
• Accustomed to working between multiple systems where you need to synthesize information and translate it into action
• Ability to multitask and work independently with precise detail and follow-up reporting
• Ability to use KPIs and data to manage and improve processes
• Excellent communicator and strong interpersonal skills
• Data-driven with a facility for numbers
• Experience in the jewelry industry preferred

Don't forget, We have many opportunities available on our other career site pages. Click here to link to our careers page!