MEET COMPASS

We are a full service BPO that partners with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.

About the Role

We are looking for a highly organized and detail-oriented Wholesale Routing & Fulfillment Manager (Logistics Specialist) to support our wholesale channel operations for key global retail partners.

Wholesale Order Fulfillment & Monitoring

• Monitor all Wholesale B2B outbound order activity from USA & EU 3PLs on a daily, weekly, and monthly cadence to ensure alignment with the wholesale monthly sales Plan.

• Track and validate order progress from purchase order receipt through ship confirmation, ensuring compliance with routing, ticketing, packaging, and labeling requirements.

Logistics Coordination & Documentation

• Work closely with the Wholesale Logistics Routing team to create and validate all outbound shipping and logistics documents (BOL, packing slips, UCC labels, commercial invoices, etc.).

• Manage and resolve routing and tracking requirements with transportation carriers in partnership with the Wholesale Customer Service team.

Issue Resolution & Root Cause Analysis

• Investigate escalations involving backorders, short-ships, delivery delays, and freight Exceptions.

• Conduct root-cause analysis and implement corrective actions to reduce repeated operational issues across 3PL, carriers, and wholesale partners.

KPI Reporting & Performance Analytics

• Organize, track, and report weekly and monthly KPIs for outbound wholesale fulfillment activities, including:

  • OTIF (On-Time In-Full)

  • Routing compliance accuracy

  • Shipment processing time & throughput

  • Chargeback trends and mitigation performance

• Analyze and report on shipping performance, capacity constraints, and operational insights with actionable recommendations for continuous improvement.

SOP & Compliance Management

• Build and maintain SOP documentation based on wholesale partner routing guides, ensuring teams adhere to current requirements.

• Review and interpret retailer compliance rules to prevent penalties and chargebacks.

• Lookup and compile documentation needed to dispute chargebacks, including shipping confirmations, EDI logs, routing approvals, and carrier tracking data.

Requirements & Qualifications:

Education & Experience

• Bachelor’s degree or higher in Business, Supply Chain, Logistics, Operations, or related field.

• 3+ years' experience in wholesale operations, logistics, or order fulfillment supporting internal sales/wholesale teams.

• Experience with international shipping and routing requirements strongly preferred.

Technical Skills

• Advanced proficiency in Microsoft Excel and Google Sheets (PivotTables, XLOOKUP/VLOOKUP, formulas, reporting automation).

• Strong experience using ERP systems (NetSuite preferred) and reporting tools; familiarity with WMS/3PL systems is a plus.

• Experience with Smartsheets, shared trackers, and process workflow tools.

Technology Requirements:

• A licensed Windows computer with a serial number is the only computer we will accept for this position. We don't allow customized or jailbroken homemade devices.

• Applicants must have strong wired internet connection to support systems and possess a Windows Computer with a working webcam. Download and upload speed must be at least 25MBPS.

• All agents must have a working camera to be used during training sessions and 1:1 conversations

• Agents must be willing to have Crowdstrike be installed in their personal computer/laptop

• Agents must have a working headset with a microphone, speakers are not permitted for use while on calls.

• Processor: Intel Core i5-4440, CPU 2.10 GHz

• Memory: Minimum: 8GB but recommend: 16 GB

  • OS: Windows 32-Bit and 64-Bit (Windows 11)

• All agents will be required to install third-party software in order to run the screen capture module:

  • Screen Capture Module l Microsoft Windows Installer 2.0 or later. l Microsoft Visual C++ 2019 Redistributable 32-bit. l Microsoft .NET Framework 4.6.2or 4.7.x

Benefits:

• A fully remote work environment

• This is currently a contract position, offering competitive wages

• Comprehensive training on our products and services.

• Career development opportunities, including internal promotions.

• A positive and growing work culture that values diversity and inclusivity.

If you possess a compassionate nature, thrive in a customer-centric role, and have a passion for assisting others, we encourage you to apply.