Flexible Fulfillment Coordinator

Signet Jewelers; Akron (OH); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Signet Jewelers is seeking a Flexible Fulfillment Store Outreach Coordinator to drive effective eCommerce operations across North American stores. You will oversee Buy Online Pickup in Store, Ship From Store, Ship To Store, and returns, ensuring smooth customer experiences.

You will monitor order status, support field teams, and contribute to rollout training and process improvements. Strong communication and Office skills are essential in this role based in Ohio.

Qualifications

• 5+ years of customer service experience.
• Strong Microsoft Office skills are required.
• Excellent verbal and written communication skills.

Responsibilities

• Monitor Flexible Fulfillment order status and alert field when SLA is at risk.
• Track queues to assist field and IT Support with system issues.
• Assist with rollout by training field teams as needed.
• Seek improvements and contribute process changes.
• Partner with stores and district managers to resolve order exceptions.
• Manage store Flexible Fulfillment settings.
• Perform vendor audits for drop shipments.
• Ensure a positive eCommerce experience for customers.

Skills

Customer service

Communication

Tools

Microsoft Office

Job description

Signet Jewelers is the world’s largest retailer of diamond jewelry, operating more than 2,800 stores worldwide under the iconic brands: Kay Jewelers, Zales, Jared, H.Samuel, Ernest Jones, Peoples, Banter by Piercing Pagoda, Rocksbox, JamesAllen.com and Diamonds Direct. We are a people‑first company and this core value is at the heart of everything we do, from empowering our valued team members, to collaborating with our customers, to fostering the communities in which we live and serve. People – and the love their actions inspire – are what drive us. We’re not only proud of the love we inspire outside our walls, we’re especially proud of the diversity, inclusion and equity we’re inspiring inside. There are dynamic career paths awaiting you – rewarding opportunities to impact the lives of others and inspire love. Join us!

The Flexible Fulfillment Store Outreach Coordinator will work with North American stores to drive proper execution of Flexible Fulfillment initiatives, focusing on store eCommerce issues that require assistance. The position is responsible for all aspects of eCommerce, including Buy Online Pickup in Store (BOPIS), Ship From Store (SFS), Ship To Store (STS), and eCommerce returns.

KEY RESPONSIBILITIES

• Monitor Flexible Fulfillment order status and alert the field to orders approaching or exceeding SLA
• Track JSM queue to assist field and IT Support with any system/procedural issues that arise
• Assist with Flexible Fulfillment rollouts by providing field training when needed
• Seek and make suggestions on process improvement opportunities
• Partner with stores and DMs to resolve Flexible Fulfillment order exceptions
• Manage store Flexible Fulfillment settings
• Perform Drop Ship Vendor audits
• Ensure Signet’s internal and external customers have a positive eCommerce experience
• Perform additional duties and projects assigned pertaining to the corporate initiative of Flexible Fulfillment

POSITION REQUIREMENTS

• 5+ years customer service experience
• Strong Microsoft Office skills
• Excellent verbal and written communication skills