CustomInk.com

ROLE:

 

We seek a highly organized, meticulous and adaptable individual with the ability to prioritize and multi-task to ensure that CustomInk Bulk orders are completed accurately, on-time, and efficiently. You must be a positive and proactive problem-solver with a proven track record of operating both independently and collaboratively.   As the hub of our order fulfillment operation, Order Controllers are intensively trained to maintain a holistic perspective and guide more specialized internal teams and outside vendors to come through for our customers – accurately, on time, and efficiently. You must understand and care about satisfying customers, know how to provide them with the best possible experience, and have the communication skills and follow-through to do so. You will report to the In-House Fulfillment Manager, receive guidance from the Order Control Manager, and work closely with other internal team members to ensure order-by-order success.

 

RESPONSIBLITIES:

 

As Bulk Order Controller, you will be responsible for overseeing In-House bulk orders from inception to successful delivery by properly reviewing, scheduling, trouble-shooting, and promptly addressing any potential problems through the process. It will be essential for you to work cooperatively with our Sales and Service team to ensure customer expectations are clear and feasible. You must communicate these expectations effectively to IHF Bulk Artwork and Fulfillment Associates, as well as to the McLean Art and Procurement teams to ensure customer satisfaction.

 

You will handle new orders as well as processing customer returns, and will be the point-person to address any Bulk order-related requests (such as changes to delivery date, product style, order quantity, or artwork).  For orders being processed through our printer network, you will be responsible for trouble-shooting orders, completing schedules, controlling costs,  and helping to resolve problems. Along the way, you will be responsible for helping create a positive work environment by effectively communicating instructions, questions, encouragement and concerns in a clear, professional, and friendly manner that is reflective of our Core Values and supports the continuous improvement of our operations.

 

MEASURES OF SUCCESS

 

You and your work will be vital to the success of everyone who touches your orders and ultimately the satisfaction of those customers. Accordingly, the key measures of success for this position will be:

• Accuracy – Maintaining targeted expectations for technical execution and quality of work
• Productivity – maintain targeted expectations for average number of orders reviewed per day
• Timeliness and lateness rates
• Customer Satisfaction – Maintaining targeted expectations for the average level of customer satisfaction measured by the customer feedback survey
• Cost Control - – Maintaining targeted expectations for production and shipping costs incurred on orders posted
• Inter-team satisfaction – Working together to enhance customers’ and teammates’ experience with CustomInk

QUALIFICATIONS:

 

This role involves working efficiently and effectively with many moving parts, so you must be able to embrace this challenge and remain flexible and easily adapt to change. You must have previously demonstrated high personal accuracy, good inter-personal skills, and have a keen interest in CustomInk as a business. Above all else, you must value customer satisfaction and be able to effectively translate this into your daily responsibilities. Accordingly, the ideal candidate will be strong in the following areas:

·       Creative problem-solving skills

·       Excellent attention to detail

·       Excellent organizational and communication skills

·       Positive, customer-focused, results-oriented attitude

·       Familiarity with existing production processes and tools

·       Broad understanding of CustomInk.com processes 

·       Experience in Order Control preferred 

·       Experience in Sales/Service a plus