General Summary: Executes tactical activities to support the customer experience; conducts the activities to support fulfillment operations in stores and drop ship vendors. The position performs support operations of the order process from customer initiation to delivery.

Essential Duties and Responsibilities:

• Supports the store experience for DSW customers for the ship-from –store, in-store pick-up and ship-to-store program including order routing, inventory issues and expedited orders.
• Executes plans for peak season and event (marketing) operations with FC, Stores, Dropship, and transportation.
• Resolves customer facing fulfillment issues.
• Supports and answers questions from stores and/ or vendors regarding operating procedures for all core operational processes.
• Provide store support for issues related to order processing, shipment packaging, training questions, and basic Service Desk tickets related to order management.
• Review exception orders where no inventory can be found and work to route order to other fulfilling stores to meet customer expectations.
• Serve as first point of contact for all internal and external Drop Ship inquires
• Partner with Merchandising team for dropship vendor set-up and continued relationship management
• Partner with Merchandising team and dropship vendors to establish, monitor, and remediate issues with vendor SLAs
• Ensure vendor compliance, including but not limited to, inventory management, electronic confirmation of completed orders and adherence to shipment SLA’s
• Regularly execute quality assurance checks on orders
• Manage vendor changes such as new shipping carrier implementations or changes to process, reporting, and technology
• Work with Shoephoria Center, IT partners and Drop Ship vendors to resolve any issues impacting customer experience or order fulfillment

Required Skills and Competencies:

• Communicates effectively, translates issues into potential solutions; takes decisive action.
• Ability to recommend future improvements and influence operations based.
• Action oriented, responds urgently to address customer experience.

Experience: Minimum of 2 years in operations role, specializing in driving and updating processes.Education: Bachelor’s degree in relevant study or combination of education and equivalent experience.