Technical Fulfillment Coordinator

For twenty years, OnQ has been at the forefront of retail innovation. We’re trusted by the world’s biggest brands and retailers to help them curate meaningful engagement in-store and beyond. Our business is established and mature, but we’re a startup at heart.

If you are motivated and results-driven and enjoy working in a team environment, we’d like to meet you.

Job Summary

The provisioning process enables the client’s devices to be used as a demonstration product at retail stores, and at special events where the product is to be demonstrated for sales teams or potential clients groups.   The process converts the product to a Demo “State” for this purpose.

The Provisioning Coordinator works in 3 key areas of responsibility specific to the client: demo device management - Repair and Maintenance (R&M), Events Support and Returns / Repurposing. 

Provisioning  involves following customer directives to convert the clients product into a demonstrable device.  

Quality checking and documenting of the process for that specific task is essential.   Orders are received into our Request Log and will need to be processed through to delivery.  Tasks include inventory identification, provisioning, serialized tracking, packout and labelling, ship preparedness, returning tracking to the client group.  Tracking to delivery for specialized Events.  

A successful Provisioning Coordinator is punctual, organized, and communicates well with others within the provisioning team. They will be called upon to conduct QC functions and perform inventory management on various products and supplies.  The work requires excellent attention to detail - the ability to stay on track when multiple tasks are in play. A calm and problem solving approach to the work is essential.

The Provisioning Coordinator will be relied upon to work closely with the project team towards meeting production and shipping schedules and to hit delivery deadlines.  They will be relied upon to flag any concerns, recommend improvements to processes and call out any trends that they observe in their task.  They are key members of the team and have the widest insight into the tasks within the team - handling not only new products, but also returns and those providing a more comprehensive experience for Events.

Key Responsibilities

1. Supervision and Leadership:

• Provide leadership in the form of guidance, training and support to other provisioning associates and temporary associates.

• Provide feedback to the provisioning team on scheduling and allocating tasks to ensure balanced workloads and timely completion of orders.

2. Provisioning:

• Maintain a secure and confidential work area around customer products.

• Review and manage customer orders within our Order system - Smartsheet to ensure new orders are assessed promptly and follow up for any missing information quickly.

• Be familiar with and maintain a working list of labeling requirements by retailer.  Understand what each retailer/3PL requires for their shipments

• Prep and process all R&M orders based on the customer’s prioritized list.

• Work with warehouse tools to prep and pack completed orders.

• Work with the receiving team to manage returns and update inventory as needed.

• Direct temporary associates on how tasks must be performed and monitor for Quality control. 

• Record and track all serial numbers as requested by the customer.

• Assist with the tracking of in-house inventory.

3. Scheduling:

• Manage and prioritize order due dates to determine method of shipping.

• Assist in maintaining accurate records of daily production to ensure timely deliverables.

• Create daily ship list(s) to communicate in a clear and concise manner to our shipping team so they can act quickly.

• Utilize Smartsheet in maintaining accurate records of completed tasks.

4. Quality Control

• Implement and maintain quality control procedures to ensure all provisioning deliverables meet company standards.

• Conduct random checks 910% min) in order to ensure accuracy and quality.

• Train team members on quality control practices and the importance of accuracy and consistency.

5. Process Improvement:

• Analyze departmental processes and identify areas for improvement.

• Develop and implement strategies to increase efficiency, reduce errors, and streamline operations.

• Collaborate with other departments to enhance overall provisioning operations.

• Identify process improvements and document processes related to provisioning processes.

6. Communication:

• Work within the provisioning team to communicate provisioning activities, including volumes, delivery times, and team performance.

• Communicate effectively with the provisioning team and other stakeholders regarding operational updates, issues, and improvements.

• Keep a calm and pleasant attitude to coworkers and associates, even in times of stress - communicate areas of concern in a mature manner.

• When working with the Client, communicate in an appropriate business focused manner.
  
  

Required Education, Experience & Skills

Education, Certifications and Experience:

• High School Diploma; some college preferred.  

• Minimum of 2 years’ experience in a leadership role

• Understanding and experience of working with Inventory systems - Counts, Bills of materials, Order Processing, Inventory flows.

• Previous experience leading a team in a similar work environment.

• Familiarity with tech - Tablets, Screens, Phones, Connectivity through Bluetooth, Wifi, Cloud services.

Skills

• Proficient in Microsoft Excel.

• Knowledge of Google suite of apps - Mail, sheets, drive, docs

• Utilizes a computer for e-mail and other online reporting programs.

• Strong leadership and team management skills.

• Excellent organizational and muti-tasking skills.

• Proficiency in inventory management and fulfillment systems.

• Strong problem-solving skills and attention to detail.

• Effective written and verbal communication skills.

• Ability to work in a fast-paced environment and meet deadlines consistently.

Work Environment

• This is an in-office position in our new Akron facility.

• Must be able to stand and walk for prolonged periods of time.

• Must be able to lift 20-30lbs and will be trained on pallet jacks to move product around the work space.

• Able to work in environments with varying temperatures.