Northern Tool + Equipment is seeking a talented Associate Drop Ship Merchant to act as a liaison between vendors, customers, and Merchandise Managers to assist and support the efficient handling of the drop ship process. Proactively monitoring and influencing vendor compliance to company standards.
Key Responsibilities:
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Supports the drop ship program for all assigned vendors providing clear direction to ensure conformity to company standards and processes to maximize profitability and customer satisfaction.
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Seeks assistance from co-workers in compiling and analyzing reports to monitor and measure assigned vendors performance within the drop ship program. Actively working with vendors to resolve issues discovered. Identifies problematic items and vendors, keeping direct Manager and the Merchandise Manager informed of status and progress.
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Is a point of contact for vendors in their inquiries about Electronic Data Interchange (EDI) and portal drop ship order processing.
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Research customer inquiries and communicates with vendors to determine the most efficient and economical resolution for the company and customer. Documents resolution and all actions taken.
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Investigates order delays and notifies customers of backorders and anticipated fill dates. Initiates the process of updating item availability on-line or determines to temporarily remove the item. Follows up with the vendor as fill date approaches.
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Processes order cancel, change, refund or return requests with vendors electronically; follows up with vendors to ensure timely resolution for the customer.
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Traces drop ship orders with vendors and freight carriers, documents shipping information, and reports status to external customers in a courteous professional manner.
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Updates individual purchase orders with cost revisions within tolerance set by Drop Ship Manager and retransmits purchase orders to vendors to minimize delays in processing while communicating error to Merchant.
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Communicates drop ship request status and resolution directly to customers in both oral and written forms.
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Answers telephone and in-person inquiries regarding drop ship orders and procedures from Merchandise Managers, customers, vendors and other departments (e.g. Contact Center, Transportation, Credit Marketing).
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Provides feedback to improve the customer experience within the drop ship program.
- Participates in regularly scheduled key meetings within Merchandising, such as the monthly Business review, and provides feedback on performance and areas of potential improvement in vendor meetings.
What you will bring to the table:
- High School education or equivalent required.
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1+ year of merchandising or customer service work experience preferred.
- Familiarity in using the Microsoft Office applications especially with Microsoft Excel.
- Knowledge of hardline tools and equipment preferred.
- Strong organizational skills required.
- Ability to maintain high quality standards with limited supervision.
- Ability to keep multiple projects on schedule simultaneously.
- Strong decision-making ability
- Ability to work accurately with numbers and details.
- Ability to communicate effectively, both orally and in writing, with a wide variety of Company and vendor personnel.
- Demonstrates Northern Tool + Equipment’s 12 Core Competencies.
About Us
At Northern Tool + Equipment we’ve created a problem-solver’s paradise. A place where both pros who need the perfect tool to expertly finish the job, and do-it-yourselfers, who are looking for the right tool along with a bit of guidance, feel right at home. Our blueprint for success is Made for This. We’re poised to create a world-class customer experience while we strive to enter new markets and drive growth through exceptional customer insight. The plan is well on its way to resounding success, with over 130 retail stores across 24 states, plus a selection of products from the top national brands, and the addition of global manufacturing operations designed to create our own specialized tools and equipment. We’ve always had a way of either seeing what’s next, or defining it, but we need great people to grow along with us. We're looking for people who have the mindset of putting the customer first; team members who are ready to equip every problem solver who walks through our doors with the right tools and advice to tackle the tough jobs well; and individuals who are ready to help us boldly build what’s next.
Recently recognized by Forbes as a Top Midsize Employer in 2023, we proudly offer:
• A comprehensive benefits package to cover healthcare, retirement, and wellness programs to help you be your best self financially and physically.
• Generous Employee Discount on the products we sell.
• Daily Pay: Have the flexibility to be paid daily!
• 401K with employer match
• Holidays off NTE recognizes 7 federal holidays.
• Hybrid work schedule.
