[Hiring] Order Fulfillment Associate @FranklinCovey

Role Description

The Order Fulfillment Associate supports the Order Fulfillment Team by processing routine, well-defined requests from checklists, dashboards, and reports – scheduling, shipping, and invoicing. This role is designed to flex with seasonal and day-to-day volume – available as full-time, flex-time, or seasonal – helping the team absorb workload swings without sacrificing speed or accuracy. Associates handle standard, lower-complexity requests directly and escalate anything ambiguous, non-standard, or judgment-heavy to an Order Fulfillment Coordinator.

• Claim and resolve standard, well-defined Cases from the Order Fulfillment queue within SLA.
• Manage routine line-item requests including scheduling, shipping, and invoicing.
• Escalate complex, ambiguous, non-standard, or judgment-heavy requests to an Order Fulfillment Coordinator rather than resolving them independently.
• Communicate directly with requesters and clients on the Case until fully resolved, for the scope of work assigned to this role.
• Coordinate accurate and timely delivery of materials for standard requests, including pre-work and promotional offerings.
• Process routine invoicing and credit requests, and submit/monitor invoices to payment portals where applicable.
• Use Salesforce Case reporting to track and prioritize assigned work.
• Stay current on company policy, revenue recognition requirements, and process changes.

Qualifications

• 1+ years of experience in project support, sales support, customer service, or an equivalent client operations role.

Requirements

• Proactive self-starter with strong organizational and problem-solving skills, delivering superior customer service.
• Strong computer skills, including experience with a CRM (e.g., Salesforce), database data entry, and Excel.
• Excellent written and verbal communication.
• Collaborative team player, comfortable flexing between higher- and lower-volume periods.
• Sound judgment on when to escalate versus resolve independently.
• Proficiency in Salesforce Cases/Queues, LIM Online, Microsoft Office, and/or Microsoft AX Dynamics.

Benefits

• Medical, dental, and vision insurance.
• HSA.
• Employee stock purchasing program.
• 401(k).
• Paid time off.
• Holiday pay.
• And more. Please visit franklincoveybenefits.com for details.