Omni Customer Care and Fulfillment Manager
Omni Customer Care and Fulfillment Manager
Posted on :
13-04-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
13-04-2025
Job Description
Established in Somerset in 1971 Mulberry has grown to be the largest maker of luxury leather goods in the United Kingdom. With a contemporary take on British heritage and a focus on responsible craft our ambition is to create progressive luxury.
Sustainability has been part of the Mulberry ethos since the brands inception in recognition of our purposedriven approach in 2024 we proudly achieved B Corp Certification.
Today we are a global brand but our values remain the same; we are committed to improving our impact on people and the these are values you share we would love you to join our team.
Job Purpose:
The Fulfillment Operations role is pivotal in ensuring the seamless of all North American OMNI orders including both retail and online channels. This role requires a dynamic individual capable of managing various aspects of the fulfillment and customer service process while maintaining high standards of efficiency accuracy and customer satisfaction.
Fulfillment Operations:
Responsible for the fulfillment of all North American OMNI orders including both retail and online
Ensure that all packages are sent in line with company standards and facilitate training across the retail network to achieve consistency in packaging standards
Support and communicate effectively with retail stores regarding OMNI orders ensuring Service Level Agreements (SLAs) are met regardless of stock availability
Warehouse and Inventory Management:
Managing warehouse in compliance with companys policies and vision
Design and optimize warehouse layout for efficient space utilization
Supervise and responsible for accurate receiving warehousing distribution and maintenance activities inclusive of weekly monthly and quarterly inventory checks and investigations
Oversee the entire incoming and outgoing shipment and order processing lifecycle ensuring timely and accurate of stock movements (Goods In Goods Out Returns to Vendor (RTVs) damages and repairs)
Maintain exceptional housekeeping standards in all stockroom areas
Ensure strict adherence to stock standards and implement effective stock recovery
Produce regular reports and statistics on a daily weekly and monthly basis to track and analyze key performance indicators (KPIs) to Head of Digital & Third Party
Attend and participate in meetings and conference calls staying updated with other areas of the business
Collaborate with management to minimize inventory shrinkage and participate in biannual stock audits
Manage consumable and goods orders for the US Distribution Center (USDC) maintaining optimal stock levels and preparing for peak periods
Customer Care
Partner closely with Global Customer Care team to lead communication and followup processes for store and online customer care inquiries.
Be an extension of the central Customer Care team and actively participate in training and meetings
Partner closely with relevant teams to manage out of stock/save sale orders
Collaborate with US B&M team and Store leaders to action needed stock movements
Utilize companyapproved standards and communication channels to maintain professional interactions
Develop a strong knowledge of product offerings to provide detailed and specific service information
Gather and report out Voice of Customer and other company KPIs to Head of Digital & Third Party
Team Leadership and Development:
Demonstrates a positive respectful enthusiastic can do attitude
Successfully delivers goals set by the Manager
Serves as a mentor for other associates leads by example
Motivate organize and encourage teamwork within the workforce to ensure productivity targets are met and exceeded
Set and monitor performance and efficiency goals aligned with the companys strategic plans
Embraces the perspective of diverse backgrounds in customers and team partners
Communicates with honesty respect and integrity with both customers and team
Utilizes active listening skills to clearly understand information needs ideas etc.
Successfully completes all company training programs that relate to the position
Embraces and actively participates in the learning culture of the company
Represents brand through actions that support company standards of service and partnership
Brand:
Understand and demonstrate the Mulberry employee values and behaviours: Be Bold Be Imaginative Be Open Be Responsible.
Support Mulberry to deliver an inclusive culture through behaving in a way that is openminded and respectful towards others and understanding that your views opinions and experiences may not always be shared by your colleagues.
Act as an ambassador for Mulberry and communicate positively about the brand.
Made to Last:
Wherever possible incorporate environmentally responsible practices into your work. Contribute to decreasing Mulberrys carbon footprint helping to mitigate climate change and promoting a greener more sustainable future.
Support to foster an environment where diversity is embraced and all individuals feel valued respected and included. Promote equity empathy and understanding and demonstrate this commitment within your internal and external communities.
Requirements
Two to four years of inventory management experience in a similar role
Proficiency in Microsoft Office (Word Excel Outlook)
Strong verbal and written communication skills
Excellent interpersonal skills with a proven ability to build effective partnerships
Superior time management skills capable of managing multiple projects concurrently and meeting
deadlines
Preferred
BilingualExperience using Salesforce WorldShip Manhattan Prima Tulip Aptos Hybris
Other
40 hours a week Monday to Friday
Cover during peak sale periods will be required
Mulberry is an equal opportunities employer and we are passionate about hiring and developing the best talent. All hiring decisions are made only on the basis of qualifications skills or experience and as they relate to the particular you need us to make any adjustments to our application or interview processes to enable you to be at your best please email us at
Required Experience:
Manager
Employment Type
Full-Time
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