E-Commerce Fulfillment & Order Reliability Specialist

Helzberg Diamonds Shops, Inc.; Kansas City (MO); Hybrid; USD 38,000 - 54,000; Full time

Job summary

Helzberg Diamonds Shops, Inc. is seeking an entry-level eCommerce Fulfillment Associate to support the Fulfillment Director in delivering orders on promised dates.

The role is not purely task-based; you will investigate root causes, work with stores and internal teams, and help protect the customer experience within the OMS. You'll monitor order flow, identify at-risk orders, analyze issues, and participate in release testing and troubleshooting.

Qualifications

• 1+ years of experience in retail, customer service, or operations; eCommerce fulfillment experience a plus.
• Critical thinking to identify root causes and go beyond symptoms.
• Sound judgment when prioritizing work with incomplete information.
• Curiosity and a continuous improvement mindset.
• Understanding of web order options (shipping, vendor shipping, in-store pickup).
• Proficiency in Excel to review order data and spot trends.
• Strong written and verbal communication skills.
• Hybrid schedule with predictable onsite attendance required three or more days per week.

Responsibilities

• Monitor open web orders in the OMS, prioritize those most at risk of missing the customer promise date, and follow up with stores to drive resolution.
• Investigate unfulfillable items, weigh options, and take action to protect the customer and business.
• Analyze rejected orders to identify root cause and prevent recurrence.
• Research DC-assigned orders using tracking and data to confirm shipment and resolve discrepancies.
• Ensure vendor ship orders flow properly and elevate where broken.
• Serve as a resource for web order questions from stores, Customer Care, and other SSC partners by gathering facts and determining the right next step.
• Monitor store compliance with web order procedures and share observations with the Fulfillment Director.
• Maintain OMS access and manage users as needed.
• Identify recurring order issues and recommend site, OMS, or process improvements with data examples.
• Support release testing and troubleshooting by documenting scenarios and confirming fixes.

Skills

Retail experience

Customer service

Operations

Critical thinking

Problem solving

Communication skills

Tools

Excel

Job description

Helzberg Diamonds Shops, Inc. is seeking an entry-level eCommerce Fulfillment Associate to support the Fulfillment Director in delivering orders on promised dates.

The role is not purely task-based; you will investigate root causes, work with stores and internal teams, and help protect the customer experience within the OMS. You'll monitor order flow, identify at-risk orders, analyze issues, and participate in release testing and troubleshooting.