Company DescriptionChit Chats’ vision is to help Canadians deliver their goods to the world with postage at unbelievable prices. We are a fast-growing entrepreneurial company making a huge impact on Canadian entrepreneurs and businesses. As e-commerce removes borders, we don’t want high Canadian postal rates to be a barrier to world commerce. We aim to remove these physical and price borders to create a seamless, borderless, and boundless world of opportunity for Canadians.We value all of our clients. Our success has been built by honesty, trust, determination, and delivering on our promises. Our staff must be loyal and committed to the business. Customs compliance and customer service are our top priorities. We value hard work, diversity, teamwork, and respect.Job DescriptionAs the Fulfillment Lead, you are stationed out of our head office in Richmond, BC. You are responsible for overseeing the day-to-day fulfillment operations. This includes managing and scheduling the team, receiving and managing client inventory, prepping order information, and picking and packing. You’re a quick thinker who takes a hand-on approach to problem-solving. You enjoy optimizing processes and ensuring your team and clients’ businesses are successful every day.You are meticulous in fulfilling orders so they are prompt and accurate, leading your team by example. You are always looking for more efficient, cost-effective ways of getting things done while keeping in line with our strategic anchors and values.You build rapport with clients and teammates alike. You show up on time, dressed to work and get the job done, because you know clients and teammates rely on you.Responsibilities to Clients and Partners:Interact and develop positive rapport with clients and partners, representing the company in a professional manner while taking every opportunity to build our business.Correspond with clients in a timely manner and establish a strong sense of communication.Handle and accommodate special requests to the best of your team’s ability.Receive and manage fulfillment product inventory. You pay great attention to detail during this process ensuring all inventory is in correspondence with correct model and part numbers, as well as images online. Perform quality assurance checks on products and inventory received.Follow fulfillment procedures while packaging orders to ensure safe travel to our clients’ customers.Ensure orders are fulfilled, packaged and handed off to the warehouse team on time, minimizing delays on our end as much as possible.Interact with operational partners within the company to follow up and troubleshoot any potential errors after order hand-off.Provide excellent customer service and experience by focusing on productivity, reducing costs, and eliminating internal errorsPartner with Finance for invoicing, adjustments and charges to client accounts.Responsibilities to TeamWork directly with the Director of Fulfillment to manage the team.Provide adequate supervision, coaching and training to employees to ensure orders are picked and packed accurately and efficiently.Ensure completion of team schedules and workflow assignments.Partner closely with support teams including HR, Finance, Safety, IT, and operations on staffing plans, schedules, performanceAssist with implementing creative and progressive KPIs and SOPs initiatives within the fulfillment centre operations and broader operations network.Communicate changes and special requests from clients to fulfillment associates.Monitor and report employee performance, overtime, vacation requests and absencesProvide support, feedback and regular communication to the Director of Fulfillment through scheduled meetings, daily check-ins and submission of department checklists to ensure alignment of goals, project progression and timely delivery.Lead strategic projects and assignments under the direction of the Director of Fulfillment; be involved in driving continuous improvement effortsOversee and assist with preparing and printing order labels, picking and packing of shipments, and hand-off to the warehouse team.Oversee and assist with receiving and managing client product, creation of new SKU codes, refilling and restocking inventory, and cycle counting.Maintain overall cleanliness and organization of the fulfillment workspace and inventory.Identify errors and inconsistencies to be logged, reported to management team and resolved with relevant departments.Identify inefficiencies and make recommendations to improve current processes in the department.Work with Health and Safety Committee to ensure the fulfillment workspace and all employees are compliant with all Federal laws and requirements.Provide a safe work environment and help foster great communication with all staffFollow company policies and procedures to a T.Follow compliance procedures.Extra tasks or projects from time to time.QualificationsWhat you bring:2+ years of experience as an effective leader, supervisor and trainer in a shipping, fulfillment, and/or processing supervisory role.Fulfillment and inventory management experience required.Strong interpersonal skills with a demonstrable ability to lead and manage staff.Team player who is willing to help develop and grow the team, processes and protocols.Have a deep understanding and belief in Chit Chats’ purpose and valuesLead by example, mission driven and approachable.Trustworthy, organized, reliable and has a positive outlook in life.Effective verbal and written communication skills.Strong organizational and analytical skills.Heavy lifting required.Position involves standing or being active for long periods of time.Demonstrated understanding of safe work practices and Occupational Health & Safety requirements and legislation.Flexible and adaptable with a schedule which includes nights, working required holidays, some weekends with occasional after-hours requirements.Additional InformationAdditional InfoTravel within the city may be required.This is a Permanent Full-Time position.Class 1 safety shoes required (green triangle patch).
