Fulfillment Project Manager

About Ava Pods™ Ava Pods™, from the creators of Mamava, designs and manufactures purpose-built privacy pods for focused work, wellness, and lactation. Its roots date to 2013, when its founders pioneered the freestanding lactation pod category with Mamava. Women-founded and led, Ava Pods assembles its pods at its Vermont facility and helps organizations make space for privacy, care, and connection across workplaces, airports, venues, campuses, healthcare settings, and public spaces nationwide. Position summary: The Fulfillment Project Manager (FPM) reports to the Fulfillment Manager and works cross-functionally with sales, manufacturing, logistics, and operations to project manage the successful delivery of Ava Pods products and services. This exempt position is based in Burlington, VT and works a hybrid schedule. Effective and proactive communication, high attention to detail, excellent planning and risk mitigation skills are essential for this critically important role. The FPM’s project management span of control starts when Sales has a signed purchase agreement/order from the customer, and continues on to a product & service orientation, verification of the minimum viable customer data, order fulfillment, delivery, installation, and post installation product and service optimization. The FPM partners with new and existing customers to ensure we have everything required to successfully fulfill, deliver, and implement their purchase, and guide the customer prior and post the fulfillment and implementation process to educate them, and optimize their experience. The FPM works closely with our 3rd party logistics partners to ensure the entire fulfillment process is frictionless for all involved parties, particularly, the customer. Responsibilities: Project Management of the fulfillment, delivery, and installation of all Mamava products and services*: Verification there is a signed purchase agreement, and fully completed sales quote within the Enterprise Resource Management (ERP) platform (SageX3). Responsible for the creation and completion of sales order(s) within the Enterprise Resource Management (ERP) platform (SageX3). Initiation and execution of all customer communications related to fulfillment and installation via a Hubspot ticket. Audit the efficacy and accuracy of all fulfillment and implementation customer communications (manual and/or automated), and advocate for universal enhancements, as appropriate. Administer and consult with customers to support them successfully completing and returning the shipping and order questionnaire (SOQ) form, and all other prerequisite information. Execute and manage all Built to Order (BTO), and Custom Graphics on applicable orders. Independently perform standard quoting, purchase order (PO) generation and receipt, and recurring financial reconciliation. Coordination and delivery of all product and service orientations and optimization sessions (onboarding/offboarding), and refer all on upsell opportunities back to Sales. Management of all required customer site preparations and installation scheduling. Coordinate with Service department to remedy installation and post-installation issues and communicate resolutions back to customers Relay appropriate fees and obtain payment methods Communicate and work directly with our strategic 3PL partners to initiate work orders and execute crew deployments on behalf of our customers. Customer follow up post delivery/installation to confirm exact pod location(s) and overall satisfaction. Ensures all fulfillment and installation (pre & post) fields/data is accurate and up to date within core operating systems (CRM & ERP). Aftermarket offering support, management, and implementation Manages fulfillment and implementation projects for Key accounts (high volume orders) working directly with customers, logistics and installation partners to ensure success. Manages and maintains customer contact information in HubSpot in partnership w…

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