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Order Fulfillment Analyst


CHICAGO, IL, US, 60603-4013 BUFFALO GROVE, IL, US, 60089-4525

Date:  May 18, 2022

Company Summary: 


Zoro offers millions and millions of products — an endless aisle with everything you need to run your business. We offer fast and free shipping, no-hassle returns, and exceptional customer service. We’ve grown quickly in a short time and are continuing to do so while aggressively growing our revenue. We are excited to be a part of an award-winning culture — we have been named a Great Place to Work for multiple years in a row, among other local and national accolades. We think Zoro is a pretty amazing place to work and grow, and think you will too! 


Imagine what you could help us achieve as an Order Fulfillment Analyst as part of our Order Management team!


The Order Fulfillment Analyst serves as the primary point of contact and advocate for customers’ order exceptions and is responsible for the optimization of orders while driving efficiency and minimizing waste throughout the E2E order-to-cash process flow.  They are  responsible for understanding and evaluating order exceptions end to end for our customers, working directly with suppliers to quickly resolve issues within the sales order life cycle across all fulfilment channels.  Additionally, this role is an integral part of the team by providing trending data around order-to-cash performance and volume patterns that will aid in decision making to ensure that product support and delivery conforms to customer and quality standards ensuring daily on time delivery to end customers.


As an order fulfillment professional you will be tasked with resolving sales order exceptions and escalated customer inquiries related to the status of shipments, cancellations and expediting of orders. You will apply data analysis and process mapping to find solutions with our cross functional partners with the goal of reducing past due orders, clearing accounts receivable and providing operational support & efficiency for our organization.  In this seat you will help drive optimal fulfillment activities from order induction through delivery and post delivery support that will yield a level of service that aspires to be Customer Obsessed.


This position is for an experienced individual contributor(s) who will support the fulfillment of the sales order management lifecycle and completion of various tactical and purchasing activities for all fulfilment channels to ensure that product support and delivery conforms to customer and quality standards. 


Job Responsibilities:


  • Work closely with Supplier partners to drive resolution of issues impacting timely delivery or billing of customer orders.

  • Reviews order exceptions and provides daily order exception details by proactively communicating exceptions on order fulfillment to customers at a PO level.

  • Interacts with suppliers and is responsible for maintaining and enhancing good business relationships between Zoro and its supplier partners.

  • Anticipate problems and initiate actions to ensure customer orders are processed timely and efficiently

  • Work with cross-functional teams to pinpoint and resolve issues and/or process improvement opportunities with Supplier Performance Team, Customer Service, and Logistics as needed.

  • Collect, analyze, & interpret data from various sources, and communicate directly with supplier and the customer as needed, identifying areas of opportunities to enhance customer experience related to improve Zoro’s profitability.

  • Perform monthly order-to-cash analysis by collecting, analyzing, and summarizing data and trends; issuing status reports.

  • Provide transactional support to ensure that order exceptions are resolved, gather data on exception trends and analyze for process improvement.

  • Collaborate with Technology teams to track down core issues in IT systems, operations, and suppliers, articulate the problem, then develop solutions to drive resolution. Solutions may include new system requirements, bug fixes, and/or changes to operating procedures.

  • Improves results by recommending process improvements; providing continuing measurements and analyses.


Other responsibilities:


  • Independently analyze and resolve order exceptions according to SOP within set SLAs.

  • Manage inbound inquiries and cross functional communication.

  • Develop written plans, policies, and procedures to document and track workload completion

  • Identify trends, suggest recommendations and implement solutions to reduce open orders

  • Participate with internal business expansion and automation projects. Act as a key shareholder in developing automated solutions and testing that these solutions are fit for purpose.

  • Collaborate across the Zoro organization to ensure business objectives are met. 

  • Have the ability to synthesize and communicate findings to senior leaders and actively identify potential supply issues that can affect organizational strategy.

  • Assess and mitigate risks to the business

  • Manage supply chain disruptions and communicate quickly




  • Associate degree in Business, Finance, Supply Chain, Procurement or related field Required. Bachelor's degree preferred.

  • 1-3 years Customer Operations, Supply Chain, Customer Service or Order Management experience.




  • Exceptional analytical skills, detail and goal oriented, collaborate effectively with cross-functional teams, with a customer-centric mindset

  • Self-starter/learner that can drive cross-functional projects; strong ability to work under minimal supervision

  • Strong problem solving & critical thinking skills, able to be fluid and adaptable to changing priorities and needs, fostering teamwork & collaboration.

  • Demonstrated ability to build relationships supported by strong negotiation skills to resolve difficult issues and inspire change within and across functional departments

  • High level of attention to detail while running several work-streams; committed to process improvement, with effective time management & organizational skills.

  • Experience working with large volumes of data using advanced functionality in Excel and/Or Google Sheets- must be able to create v-lookup, pivot tables, etc

  • Solid understanding of transactional systems and processes. (SAP/Netsuite/Other ERP)

  • Familiarity with supply chain, logistics and customer service processes

  • Positive and enthusiastic attitude

  • Excellent verbal and written communication skills

  • Ecommerce related experience such as is a plus


Zoro Values and Inclusive Culture:  Zoro is dedicated to fostering an environment where people of all backgrounds and beliefs are represented, and all team members can be confident that their experiences and perspectives are valued. Zoro aims to empower all employees to learn about, raise awareness, and promote diversity and inclusion through all of our workplace interactions. Zoro is a place where everyone can learn, grow and thrive. 

We recognize the courage and effort it takes to apply for your next opportunity. We also recognize that there is rarely such a thing as a perfect candidate. Even if you do not meet every qualification, we still encourage you to apply -- we do not want to miss out on meeting the next person who could emerge as a key contributor to our business and culture.


Zoro is an Equal Opportunity Workplace and an Affirmative Action Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.