Associate, Order Fulfillment

Location: Ogilvy - Montreal (1307 Sainte-Catherine Street W.)
Department: Operations
Cosmetic/Brand Line:
Work Status: Permanent Full-Time
# of openings: 1
Project #: 15771


Holt Renfrew offers you an inspiring, fashion-driven environment with opportunities to learn and grow. From our incredible partnerships with iconic luxury brands, to our commitments to corporate social responsibility, you will be inspired every day. 

As Canada’s leading luxury retailer, our purpose at Holt Renfrew is to Inspire a Life of Style and this inspiration starts with you! Together, we drive Passion, Warmth, Excellence, and Unity, to deliver extraordinary experiences and build lasting relationships with our customers and each other. 

A job at Holt Renfrew offers a competitive total compensation, a generous employee discount, pension, and health & dental benefits, tuition assistance, and continuous learning and development.

The Associate, Order Fulfillment defines the luxury lifestyle shopping experience through building lasting relationships with our people, customers and partners by providing timely and accurate fulfillment of customer orders that directly impact sales and our the customer experience.

Specific responsibilities include (but are not limited to) the following:

  • Maintaining timely and accurate Customer Transfer Sale (CTS) & online sales order management by:
    • Producing order pick lists, multiple times per day as required
    • Ensuring hold orders are executed within 24 hours of receipt
    • Inputting shipping confirmations into the database in a timely manner
    • Organizing picking route based on volume and customer express orders
    • Processing and updating of all orders on proper systems
    • Packaging and preparing orders for shipping
  • Ensuring all client orders are fully inspected prior to packing and shipping, specifically to monitor the following:
    • Footwear items are checked for mismates
    • Product checked for quality, newness, and damages
    • Label orders are correct for their proper destination
  • Updating and maintaining all systems accordingly by:
    • Following up on order notifications on the portal and Apps
    • Prioritizing and actioning all orders based on time sensitivity
    • Picking, shipping, and confirming all orders in a timely manner
    • Securing and safely storing all orders as required   
  • Processing of customer returns that are shipped back to stores:
    • Tracking, monitoring and logging all store returns
    • Reviewing returned merchandise to ensure the following:
      • Confirm customer order and returned product match the original order number
      • Check for any customer notes on file from Customer Service Center
      • Confirm all return dates fall within the policy window
      • Examine merchandise to ensure it is in resalable condition
    • Processing of refunds to finalize the process
    • Returning the resalable merchandise to the appropriate department
  • Work with cross functional teams to achieve high compliance of fill rates
    • Provide feedback to system administrator on overall program  
    • Resolve compliance  issues in a timely manner
  • Ensure CTS / Online Sales policy and procedure are adhered to
  • Other duties and tasks as assigned
  • Track, record system report management
    • Maintain high order fulfillment rate
    • Update cancelled reports twice per week and notify sales associates
    • Maintain filing system
    • Order and  replenish Wrap & Pack supplies as required based on volume

The ideal candidate:

  • High school diploma
  • Very detailed oriented
  • Proficient with computers and systems (POS, IP , CTS , SAP, etc)
  • Highly service-oriented with exceptional organizational and follow up skills
  • Fully bilingual in French and in English

The measures of success: 

  • Meet specific standards for fill rates and order processing timelines
  • High degree of accuracy required
  • Exceed customer expectations (CVS)    
  • Contribution to financial objectives
  • Individual objectives linked to the achievement of department goals
  • Feedback from internal and external clients

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