Specialist, OC Drop Ship Prog

Specialist, OC Drop Ship Prog

The Omni Channel Drop Ship Program Specialist is responsible for the monitoring and improvement of Tractor Supply Company's Drop Ship Vendor (DSV) activities and partnerships.

Essential Duties and Responsibilities (Min 5%)

Vendor Management : Ensure maximum customer service through DSV compliance levels and that all internal and external stakeholder expectations are met. Ensure compliance to established processes and communicate any non-compliance to the vendor and internal stakeholders. Oversee key DSV relationships and interact with internal and external stakeholders to maintain and report on established performance levels, suggesting necessary improvements to meet the Omni Channel department's flexible and changing needs. Interacts constantly with DSV and 3PLs in ensuring a successful DS program. Manages weekly returns and monthly damage reports for all DSVs. Resolving vendor escalations, including assisting with testing, coordinating teams to resolve issues, etc. Assist in the implementation and managing the DSV on-boarding process by providing direction, making recommendations and implementing efficient processes to bring a drop ship vendor or drop ship vendor product line online. Manage drop ship vendors and their respective orders through defined processes and systems within the Omni Channel Operations department. Work through exceptions and issues (process or technical) prior to the vendor launch into the program by partnering with merchants around on-boarding issues with the vendor.

Production Support : Primary point of contact for all DSV contacts on order and operational related issues / requests interfacing / interacting with the internal team (including but not limited to Customer Contact, finance, merchandising, marketing, operations, IT, etc.). Monitoring internal TSC communications and track successful processing of customer orders. Create and update reporting to include, but not limited to daily Drop Ship reports (including order aging, DSV Score Card) and backlog analysis on a weekly and monthly basis to internal and external teams. Partner with Finance group to ensure all returns are credited back from Drop Ship Vendor appropriately. Works with Omni Channel Site / QA Manager to reconcile TSC-IT OPS order file transmission discrepancies. Identifies negative-trending issues and recommends appropriate, cost effective solutions.

Required Qualifications

Experience : 1+ years' experience managing drop ship vendor orders and performance SLAs. Experience in a customer service or call center environment and experience in warehouse B-2-C order fulfillment logistics preferred. Education : Associates degree from an accredited college or university. Any suitable combination of education and experience will be considered.

Preferred Knowledge, Skills or Abilities

• 2 years "front-line" retail experience preferred.
• Experience as a merchant or buying assistant preferred.
• Understands or has lived the "Out Here" Lifestyle.
• Understanding of and familiarity with web and emerging technologies.
• Excellent phone etiquette, verbal communication and written communication skills.
• Strong PC skill set, including MS Office with emphasis on Excel, Word and PowerPoint.
• Ability to assimilate data from various sources and synthesize inputs into actionable, cost effective plans.

Working Conditions

Physical Requirements

Disclaimer

This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. A team member should perform all duties as assigned by his / her supervisor.