Order Fulfillment Coordinator

Reports To

Director of Customer Service & Order Fulfillment

Executive Vice President of Operations

Position Summary

The Order Fulfillment Coordinator is responsible for managing the daily flow of customer orders through the warehouse to maximize fill rates, ensure timely shipments, and proactively resolve order issues. This role acts as the central link between Purchasing, Customer Service, Accounting, Sales, Category Managers and Warehouse Operations to ensure customers receive their orders as quickly and accurately as possible.

The Order Fulfillment Coordinator reviews open orders daily, prioritizes rush shipments, manages backorder situations, removes discontinued items when necessary, and communicates with customers regarding order concerns or delays. The goal of this role is to reduce aging orders, improve fill rates, and enhance the overall customer experience.

Key Responsibilities

Order Release & Prioritization

- Review open orders daily and print orders for picking based on inventory availability and fill rates.
- Prioritize orders that can be shipped complete or at acceptable fill levels.
- Identify and release rush, emergency, and priority orders for immediate processing.
- Ensure high-priority customer and tender orders are expedited when required.

Backorder Management

- Review open backorders and aging orders daily.
- Work closely with Purchasing to obtain updated vendor availability and expected receipt dates.
- Identify products with extended lead times and determine appropriate next steps.
- Push orders forward when remaining products are not expected within seven days of order entry.
- Recommend substitutions or alternate products when appropriate.





Order Maintenance

- Remove discontinued products from open orders when necessary.
- Coordinate product substitutions and customer approvals.
- Update orders to reflect inventory changes and product availability.
- Ensure order notes and customer communications are accurately documented.

Customer Communication

- Contact customers regarding backorders, discontinued items, shipment delays, and order issues.
- Obtain approval for substitutions, partial shipments, or order revisions.
- Provide proactive updates to customers when fulfillment challenges arise.
- Escalate customer concerns requiring management review.

Cross-Department Coordination

- Work closely with Purchasing to monitor incoming inventory and vendor delays.
- Coordinate with Customer Service regarding customer expectations and order updates.
- Communicate fulfillment priorities to Warehouse staff.
- Support Sales Representatives by providing order status information and fulfillment solutions.
- Assist with collections activities, including following up on outstanding customer balances and maintaining positive client relationships
- Serve as a backup for invoicing and collections functions during staff absences or peak workload periods.

Success in This Role

A successful Order Fulfillment Coordinator is proactive, highly organized, and solution oriented. They continually look for ways to move orders through the warehouse faster, minimize customer delays, resolve inventory challenges, and ensure customers receive the best possible service while maximizing operational efficiency.

Language Requirement
Bilingual (English & French)

Pay: $37,000.00-$40,000.00 per year

Work Location: In person

📌 Order Fulfillment Coordinator (Ajax)
🏢 Spectrum Educational Supplies
📍 Ajax