Order Fulfillment Director jobs in Santa Clara, CA

Are you a highly motivated car enthusiast with a strong desire to contribute to a team? Are you a meticulous individual who loves working behind the scenes to keep things organized and on track? Have you been waiting for the right opportunity to align your passion for order management, logistics, and customer service with your love for the Motorsports community? If so, we have an exciting opportunity for you here at Apex Wheels.

Apex is a leading provider of high-performance automotive wheels and accessories, catering to the motorsport and performance car enthusiast community. Our mission is to provide wheels that deliver real and measurable performance and to protect consumers from a misleading industry full of fashion-focused wheels through exciting technical education. 

This is not a warehousing position - you won’t be working on a warehouse floor.  Instead, you will be coordinating and orchestrating from the comfort of your remote workspace at home. This position is about keeping orders and returns flowing and ensuring that all parties who need to be kept informed of order statuses have all the information they need.

As our Order Processing & Fulfillment Specialist, you’ll play a vital role in bridging the gap between our 3PL Warehouse and our Production, Customer Services, Sales, and Purchasing teams to efficiently and accurately fulfill orders and electronically process returns. Your ability to maintain good relationships across departments, with our third-party partners, and with our customers is key. We're looking for someone who is passionate about getting things right the first time and is in the habit of double-checking work for quality and accuracy.

Your customer-facing soft skills will contribute to an excellent customer experience, especially when resolving order issues that impact our customers. You’ll need to be able to deliver information to customers, verbally and in writing, in a concise, digestible, and compassionate manner, empathizing with the frustrations that can come from shipping delays or other unexpected order issues.

This is a remote position that can be done from anywhere in the contiguous USA and work hours are 8:30 AM and 5 PM PST. 

How to apply: To be considered for this position, include the following in your cover letter: Tell us how your ability to collaborate with team members has contributed to your success in previous positions. Then, tell us about your interest and background in Motorsports. If you have none, let us know why you’re interested in Apex!

Responsibilities

• Direct to Customer Order Management: Act as a liaison between our contact at 3PL, Production, Customer Service, Sales, and Purchasing teams to provide updates on order status and product issues so that the teams can proactively communicate changes. Review backorders with the goal of providing customers alternative solutions that meet their needs and desired timelines. Review orders suspected of fraudulent activity in the early stages and take appropriate action under the guidance of the Customer Experience Manager. Manage open invoices for accurate recordkeeping and action when needed. Generate invoices and bill orders fulfilled each day.
• Wholesale Order Management: When orders are ready for fulfillment, enter them into ShipStation, fulfill Netsuite orders to be Shipped, and coordinate freight dimensions to and from our 3PL partner. Partner with customers who have prepared freight shipments to provide dimensions and schedule freight pickup. Electronically prepare international freight orders for our international customers. Handle wire payment processing for our various partners.  Support order processing for customers who did not pay at the time of order.  This includes identifying SKUs that are ready to ship, quoting freight, preparing commercial invoices with freight and customer notifications, and entering payment receipts into NetSuite to begin order fulfillment. Manually process orders with customer-supplied shipping labels via FedEx, UPS, DHL, or via freight and process them into Zendesk.
• Fulfillment: Handle aging orders in ship station and coordinate with 3PL to track down missing products - this includes inbound and outbound shipments.  Partner with 3PL to ensure that Apex products receive adequate inspection when requested by the Customer Experience team. 
• Warranty Processing and Returns: Provide input to 3PL regarding the return of damaged products and recycling. Ensure RMAs and warranties are checked in on time, and processed, and the status is communicated to the customer. Help clear and sell the blemished inventory by establishing an eBay storefront to list and sell blemished inventory products. Partner with 3PL to obtain photographs for use on the eBay store. Record and communicate blemishes/defects to engineering. 
• Develop Standard Operating Procedures for all responsibilities.
• Other responsibilities as needed.