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Order Fulfillment Representative – Alternative Channels


This is a Full-time position in Lexington, KY posted April 2, 2021.

Job Summary:

The Fulfillment Representative will collaborate with retailers and internal business partners to improve customer service, delivery performance and retailer satisfaction through driving consistency, quality and accuracy in the handling of retail orders and requests. Responsibilities include order entry and handling of retail orders from receipt to fulfillment within the respective Enterprise Resource Planning platform and vendor portal.

Essential Duties, Responsibilities, and Key Results Area:

  • Process orders provided by account manager
  • Orders must be submitted by established cutoff times at Plants/DC’s.
  • Order entry and fulfillment knowledge and understanding across all ERP systems (Oracle, Manbase, AX)
  • Account managers will be proactively notified when all order fulfillment is complete, all processing errors, updates on corrected issues and any potential issues that may occur
  • Manually create item descriptions in 3PL portals for registration purposes
  • Registration of orders on transportation or 3PL websites
  • Responsible for keeping all portals and documentation current and up-to-date
  • Will also be responsible for secondary backup of order tracking when necessary
  • Will learn various roles on General Accounts team to help with overflow work when necessary
  • Troubleshoot and solve problems related to order fulfillment, accounting and other retailer or Sales requests
  • Collect and process payments from retailers via credit card (where applicable)
  • Answer phones and emails in a timely manner
  • Analyze reports and take action to prevent or minimize impact of order fulfillment failures. Requires proactive approach and strong follow-through
  • Shift may require 2nd shift — working until 9PM EST, some weekends/holidays could be required

Other primary duties and responsibilities include the following; however, Management reserves the right to assign or reassign other appropriate duties to this job at any time. This document excludes the marginal functions of the position that are incidental to the performance of fundamental job duties.

Ideal Candidate Possesses These Attributes:

  • Strong sense of ownership and sense of urgency
  • Apply general rules to specific problems to produce answers that make sense
  • Problem sensitivity, or the ability to tell when something is wrong or likely to go wrong
  • Vision and passion for delivering best in class consumer/customer experience
  • Passion for anticipating and satisfying consumer needs


  • High School Diploma or equivalent, Bachelor’s Degree Preferred
  • Experience in e-commerce customer support, supply-chain, order fulfillment/management, or inventory distribution preferred
  • Must possess a high level of professionalism
  • Ability to multitask within several computer systems while on the phone
  • Attention to detail
  • Proficiency in Microsoft Office
  • Aptitude for quickly learning and navigating new technology systems and applications
  • Excellent written and verbal communication skills
  • Must have advanced computer skills/typing ability
  • Must be able to complete the Home Office Safety Checklist and Information Technology Requirements

To perform this job successfully, the employee must be capable of performing each essential duty and responsibility satisfactorily. The requirements herein are the minimum levels of knowledge, skills, and/or abilities required.

Work Environment/Physical Requirements: Fast-paced corporate office environment. Some stress may occur. Regular travel is expected in this position around scheduled projects such as program rollouts.

The work environment and physical demands characteristics are representative of those an employee encounters while performing the essential duties, responsibilities, and key results of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties, responsibilities, and key results outlined herein.

Tempur Sealy is proud to be an Equal Employment Opportunity and Affirmative Action employer. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type based upon race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.