What are the responsibilities and job description for the Fulfillment Associate position at Outform Group Career Center?
JOB SUMMARY
The Fulfillment Associate provides administrative and operational support to the Account Services and Front/Back Operations teams. This role requires general knowledge of the Point of Purchase (POP) Display industry to effectively support fulfillment activities, hotline requests, and inventory coordination. The Fulfillment Associate also serves as backup support for the Front Office Associate as needed.
SCOPE & ACCOUNTABILITY
The Fulfillment Associate is responsible for processing and managing web-based hotline requests, coordinating fulfillment parts, maintaining accurate tracking and inventory records, and supporting cross-functional teams to ensure timely and accurate shipment of parts and replacement components. Accuracy, responsiveness, and clear communication are critical to the success of this role.
KEY RESPONSIBILITIES
- Monitor, fulfill, and maintain web-based hotline requests
- Read basic drawings, layouts, and instruction sheets to identify required components and part numbers
- Assist with preparing reports including tracking logs and parts lists
- Communicate directly with retail store team members, operations staff, and store managers to clarify requests and ensure accurate fulfillment
- Coordinate with Production and Fulfillment teams to pull and ship correct parts
- Prepare shipping memos and provide shipping and tracking information
- Maintain detailed logs of hotline requests and update trackers with status and relevant details
- Prepare and post invoices for fulfillment parts to retailer web-based systems
- Assist with creating component lists by brand
- Update estimated completion dates for replacement or newly produced components
- Differentiate between inventory allocated for new stores versus replacement or overstock inventory
- Handle inbound calls from stores and clients related to fulfillment requests
- Provide backup support to the Front Office Associate as needed
KEY INTERFACES (NON-REPORTING)
- Account Services team
- Front and Back Operations teams
- Production team
- Fulfillment and Shipping departments
- Retail store teams and store managers
- Clients and external partners (as applicable)
KEY PERFORMANCE INDICATORS
- Accuracy and timeliness of hotline request fulfillment
- On-time shipment of parts and replacement components
- Accuracy of tracking logs, inventory records, and invoices
- Responsiveness to internal teams, stores, and clients
- Adherence to procedures and minimal rework due to errors
QUALIFICATIONS
- High school diploma or equivalent required
- Reliable, accountable, and punctual with consistent attendance
- Strong attention to detail and organizational skills
- Ability to follow directions with minimal supervision
- Self-starter with a strong sense of urgency
- Proven ability to multitask and manage changing priorities
- Proficiency in Microsoft Outlook, Word, and Excel, including creating and maintaining documents and spreadsheets
- Strong verbal and written communication skills with ability to interact at all organizational levels
- Demonstrated reasoning, negotiation, and problem-solving abilities, including proactive identification of potential issues
LEADERSHIP ATTRIBUTES & PERSONAL CHARACTERISTICS
- Dependable and accountable in daily responsibilities
- Proactive and solution-oriented mindset
- Strong communication and collaboration skills
- Adaptable to changing priorities and workload demands
- Professional demeanor when interacting with internal teams, stores, and clients
ESSENTIAL FUNCTIONS
Working conditions are primarily in an office or fulfillment environment. The employee is regularly required to sit, stand, and walk for extended periods, and use computers and standard office equipment. The role requires reaching, bending, kneeling, climbing, and lifting up to 25 pounds. Successful performance requires the ability to focus for long periods, communicate via phone and email, and maintain visual acuity with or without corrective lenses. No regular travel is required.
DISCLAIMER
The above information has been designed to indicate the general nature and level of work performed by employees within this classification and may be amended at any time at the sole discretion of the Employer. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.