Manager, Order Fulfillment

HOURGLASS COSMETICS — Manager, Order Fulfillment (Hybrid Role)

Connected by creativity and driven by purpose. Hourglass Cosmetics is a vegan and cruelty-free beauty brand, redefining luxury cosmetics with high-performance products, innovative formulas, and award-winning franchises. Recognized by Forbes, Fast Company and Time Magazine as one of the most inventive beauty companies, Hourglass leads the industry with its breakthrough products and its commitment to animal welfare. Founded in 2004, Hourglass is globally available in 32 markets and over 4,600 doors including Sephora, Ulta, Neiman Marcus, Selfridges, Space NK and more. Hourglass became part of the Unilever Prestige division in 2017. Discover more about the Hourglass brand story and mission on our website hourglasscosmetics.com.

The Order Fulfillment team is responsible for taking in all global marketing customer orders and working with fulfillment operations to provide the best fill rates and on-time delivery to customers.  This role will be key in managing these metrics and communications between the global marketing teams and the operations team.

WHAT YOU DO:

Order Management & Fulfillment

• Manage purchase orders, stock availability, cancellations/extensions, and tracking in support of marketing needs.
• Align sales, marketing, order fulfillment, and warehouse teams for timely order execution.
• Oversee routing communication for global fulfillment, including drop shipments.
• Ensure accurate data entry, order updates, acknowledgments, and invoicing in the ERP.
• Work with internal teams to ensure compliant goods are being ordered.
• Ensure order template is accurate and complete.
• Address shipment and billing issues, including ship window management and resolving errors.

 Logistics & Customer Communication

• Communicate with global marketing teams on fulfillment, delivery, and shipment cut-offs.
• Respond to customer inquiries on product availability, shipment, quantity, quality, delivery, and lead times.
• Investigate and resolve shipping errors, routing issues, and shipping window requirements.
• Sit in on marketing planning meetings to learn about upcoming events.

 System & Process Improvement

• Troubleshoot WMS/ERP integration issues
• Manage and resolve EDI transmission errors while integrating delivery metrics into the ERP.
• Conduct fill-rate analyses and implement actions to improve performance.
• Minimize manual order entry by optimizing workflows and tools.
• Enhance warehouse operations and routing processes to reduce order pick-up times.
• Lead projects to improve order-to-ship time.
• Additional projects as needed.  

YOU’LL LOVE THIS JOB IF:

• You are extremely ORGANIZED: You enjoy creating checklists and keeping visual reminders.
• You are a LOGICAL thinker and have a strong interest in SYSTEMS and TECHNOLOGY
• You are a strong COMMUNICATOR: You are a people person and collaborate well with others.
• You are AGILE: You adapt well to changing needs and priorities and are able to pivot easily to achieve goals and deadlines.
• You thrive in a FAST-PACED environment: You can handle multiple projects simultaneously.
• You are passionate about the DETAILS and are extremely THOROUGH: You appreciate the importance of having detailed and precise information.
• You are a TEAM PLAYER: You are comfortable following directions and also bringing your own ideas to the table. You are confident taking initiative while working in a collaborative environment.

QUALIFICATIONS

• Minimum 7 years’ experience in Supply Chain and Operations. Experience in a warehouse environment is a plus.
• Experience in B2B retail preferred.
• Experience using ERP programs is preferred. 
• Strong leader with the ability to clearly communicate and gain alignment with cross functional team members 
• Entrepreneurial and ambitious, with the ability to spot opportunities and work independently with minimal supervision 
• Works creatively and analytically in a problem-solving environment demonstrating teamwork and innovation 
• Proven ability to work in an ambiguous environment and collaborate cross-functionally in order to reach common business objective 
• Interpersonal skills to influence and spur change, facilitate, and enhance performance within a cross-functional environment. 
• Demon