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Senior Analyst, Ecomm Order Management in Raleigh, NC at Advance Auto Parts

Date Posted: 4/8/2019

Career Snapshot

Career Description

Job Description

  • Actively manage backlog of orders to ensure achievement of service metrics.  Raise and resolve problems with individual orders, including orders “stuck” due to IT issues, invalid/inaccurate order information, inventory shortages, DC non-performance, Transportation delays, etc.  In all cases work to determine root cause issue and attempt to ensure the issues do not recur. 
  • Maintain customer SLAs as determined
    • On-time ship standard of 99% (deliver within defined lead time)
    • Cancellation rate due to non-fill < 1.5% (excluding customer requested order cancellations)
    • Order accuracy rate 99.5% (correct product to correct customer)
    • Prepare and confirm every order line item within 4 hrs of receipt on a 24/7 basis
    • Confirm shipment and corresponding tracking number (if available) within 4 hrs of shipment
  • Actively manage reverse supply chain process and orders to ensure customer returns are processed within SLA and customer credits are issued
  • Liaison with the Inventory team to ensure our ATP checks are in line with expectations and that inventory levels and fill rates are driving sales appropriately.
  • Ensure processes are in place to resolve customer complaints and customer reviews raised around order fulfillment performance.  The goal is to maintain 4.7 star rating or >90% customer satisfaction survey
  • Maintain holiday schedules and delivery schedules and proactively communicate to AAP/ to adjust order ship /deliver date expectations
  • Maintain transportation service level offerings and associated rates on AAP/
  • Maintain product shipping restrictions on AAP/ (ie. chemicals, bulky/heavy)
  • Analyze and recommend changes to processes, items, customer metrics based on geography, product attributes or other anomalies that can impact profitability and customer satisfaction.
  • Audit and drive actions to resolve issues identified with supply chain performance against customer experience standards (packaging, invoicing, product appearance, etc)
  • Maintain and publish weekly scorecard of performance.  Highlight shortfalls and drive actions across matrix organization to improve performance