Key Responsibilities and Required Skills for Order Fulfillment Coordinator

🎯 Role Definition

The Order Fulfillment Coordinator is responsible for end-to-end execution of customer orders, ensuring accurate, timely and cost-effective picking, packing, shipping and returns processing. This role coordinates between warehouse operations, inventory control, customer service, and carriers (UPS, FedEx, DHL, LTL) to meet SLAs and KPIs such as on-time delivery, order accuracy and shipping cost per order. The coordinator leverages WMS/ERP systems, standard operating procedures, and continuous improvement practices to optimize throughput and reduce errors.

📈 Career Progression

Typical Career Path

Entry Point From:

Warehouse Associate / Picker-Packer with 1–2 years operational experience
Customer Service Representative with exposure to order processing
Inventory Control Specialist transitioning into fulfillment coordination

Advancement To:

Fulfillment Supervisor / Team Lead
Logistics Coordinator / Transportation Planner
Supply Chain Analyst or Warehouse Operations Manager

Lateral Moves:

Inventory Analyst
E-commerce Operations Specialist
Returns & Reverse Logistics Coordinator

Core Responsibilities

Primary Functions

Manage end-to-end order processing in a warehouse management system (WMS) or ERP, entering, validating, and monitoring orders from receipt through shipment to ensure orders are fulfilled within agreed service levels.
Coordinate daily pick, pack and ship workflows by creating pick lists, staging orders, assigning tasks to warehouse staff, and ensuring correct packaging and labeling according to carrier and product requirements.
Perform and verify order accuracy by matching sales orders, packing lists, SKU counts, serial numbers, and quality checks prior to shipment to reduce returns and chargebacks.
Schedule and coordinate with domestic and international carriers (UPS, FedEx, DHL, LTL, regional carriers) for timely pickups, route optimization and cost-effective freight consolidation.
Generate shipping documentation including bills of lading, commercial invoices, packing lists, and customs paperwork for international shipments, ensuring compliance with export/import regulations.
Monitor and report on key fulfillment KPIs including on-time-in-full (OTIF), order accuracy rate, shipping cost per order, lead time, and cycle count variance; recommend corrective actions to meet SLA targets.
Process and manage order changes, cancellations and backorders in the system; communicate status updates to sales, customer service and customers to minimize disruption and preserve customer satisfaction.
Manage returns (RMA) and reverse logistics workflows, including inspection, disposition (restock, refurbish, scrap), credit processing and system updates to reconcile inventory and financials.
Conduct regular cycle counts and periodic inventory audits in coordination with inventory control teams to maintain accurate stock levels and resolve discrepancies quickly.
Create, maintain and update SOPs for fulfillment processes (picking, packing, labeling, staging, carrier tendering) and train team members on best practices to ensure consistency and compliance.
Work closely with procurement and inventory planning to identify low-stock and stockout risks, recommending reorder adjustments based on sales velocity and lead time to avoid fulfillment delays.
Investigate, analyze and resolve shipment exceptions, lost or damaged shipments, and carrier claims; work with carriers and insurance as necessary to minimize financial impact.
Manage packing material inventory, packaging standards and dimensional weight considerations to balance product protection with cost-efficiency and sustainability goals.
Liaise with customer service to resolve escalated customer fulfillment issues, provide root cause analysis for repeated errors, and implement corrective action plans.
Coordinate with IT and systems teams to implement WMS enhancements, barcode scanning improvements, EDI integrations, or automation opportunities to increase throughput and accuracy.
Prepare daily and weekly fulfillment reports for operations and leadership, highlighting trends, bottlenecks, and opportunities for process improvement.
Ensure all fulfillment activities comply with safety, quality and regulatory requirements, enforcing warehouse safety policies and participating in safety audits and continuous improvement initiatives.
Support seasonal demand surges and promotional campaigns by adjusting staffing plans, staging inventory, and implementing temporary process changes to maintain service levels.
Facilitate cross-functional meetings with sales, marketing, finance and operations to align on order priorities, promotions, sample shipments, and special handling requirements.
Maintain SKU master data accuracy (dimensions, weights, hazardous material flags, packaging instructions) within the WMS/ERP to prevent mis-shipments and carrier chargebacks.
Implement and monitor quality control checkpoints at receipt, pick, pack and ship stages to drive continuous reduction in return rates and improve customer satisfaction.
Oversee third-party logistics (3PL) relationships where applicable, managing SLAs, performance reviews, and onboarding procedures to ensure consistency across external fulfillment partners.
Analyze fulfillment cost drivers (packing materials, dimensional weight, expedited shipping) and recommend cost-saving initiatives such as zone-skipping, carrier re-negotiation or alternate packaging designs.

Secondary Functions

Support ad-hoc data requests and exploratory data analysis related to order trends and shipping performance to aid forecasting and inventory planning.
Contribute to the organization's fulfillment strategy and continuous improvement roadmap with recommendations grounded in operational data.
Collaborate with business units to translate sales and product launch plans into fulfillment readiness: inventory staging, special packing, and training.
Participate in sprint planning and agile ceremonies when supporting cross-functional projects to implement WMS upgrades, automation, or new carrier integrations.
Assist procurement with selection and qualification of packaging materials and vendors to ensure supply continuity and cost-efficiency.
Provide training and mentoring to new fulfillment staff; document training guides and quick-reference materials to speed onboarding.
Support system testing and validation for process changes, new configurations, or integrations with ERP, EDI partners, or carrier APIs.
Maintain relationships with internal billing and finance teams to reconcile shipping invoices, fuel surcharges, accessorials and chargebacks.

Required Skills & Competencies

Hard Skills (Technical)

Proficient with Warehouse Management Systems (WMS) such as Manhattan, Blue Yonder (JDA), NetSuite, Oracle WMS, or Fishbowl; comfortable executing and troubleshooting order workflows.
Experience with ERP systems and order management modules (NetSuite, SAP, Microsoft Dynamics, Oracle).
Strong grasp of shipping systems and carrier portals (UPS WorldShip, FedEx Ship Manager, DHL eCommerce) and tendering processes.
Familiarity with EDI transactions (850/856/810/940/945) and integrations between order systems and carriers or 3PLs.
Proficient with Microsoft Excel (VLOOKUP, pivot tables, conditional formatting) and basic data analysis to produce operational reports and dashboards.
Experience with barcode scanning hardware, mobile devices, RF systems, and label printing (Zebra printers) for accurate pick/pack/ship operations.
Knowledge of international shipping documentation and INCOTERMS, customs requirements, and export compliance.
Understanding of inventory control methods (cycle counting, ABC analysis, FIFO/LIFO) and reconciliation procedures.
Familiarity with transportation management systems (TMS) and basic rate analysis for carrier selection and cost optimization.
Basic SQL or data-querying skills to extract fulfillment data from databases or BI tools are a plus.
Experience managing RMAs, returns processing, and reverse logistics workflows within WMS/ERP.

Soft Skills

Strong organizational skills with the ability to prioritize and manage multiple orders and tasks in a fast-paced environment.
Exceptional attention to detail to ensure order accuracy, correct labeling and compliance with carrier and regulatory requirements.
Effective verbal and written communication to coordinate with internal teams, external carriers, and customers.
Problem-solving and analytical mindset to identify root causes of fulfillment issues and implement sustainable solutions.
Customer-focused attitude with the ability to de-escalate issues and maintain service levels under pressure.
Team leadership and coaching skills to guide warehouse staff and temporary associates during peak periods.
Adaptability and flexibility to respond to shifting priorities, promotions, and seasonal volume spikes.
Time management skills and accountability for meeting SLAs and KPI targets.
Collaborative mindset to work cross-functionally with procurement, sales, IT and finance.
Continuous improvement orientation and comfort with change management when implementing new tools or processes.

Education & Experience

Educational Background

Minimum Education:

High school diploma or GED required.

Preferred Education:

Associate or Bachelor's degree in Supply Chain Management, Logistics, Business Administration, or related field preferred.

Relevant Fields of Study:

Supply Chain Management
Logistics and Transportation
Business Administration
Industrial Engineering
Operations Management

Experience Requirements

Typical Experience Range:

2–5 years of hands-on fulfillment, warehouse operations, or order management experience; experience with WMS and shipping systems preferred.

Preferred:

3+ years in an order fulfillment or logistics coordinator role, with demonstrated success improving order accuracy and on-time delivery metrics; experience with international shipments, 3PL management or ERP/WMS implementations is a strong plus.