Job Description
The Order Fulfillment Manager is a hands-on, process-driven leader responsible for building, managing, and continuously improving order fulfillment operations across multiple customer segments — including B2B, B2C, wholesale, and e-commerce.
This role requires someone who has seen fulfillment operations built, helped build them, and is eager to build them again. The ideal candidate brings both strategic and tactical leadership—capable of creating structure while staying close to the day-to-day operations.
Acting as the bridge between production, customer service, and logistics, this leader will develop standardized processes, drive cross-functional alignment, and lead a diverse, motivated team to ensure every order is shipped on time, accurately, and cost-effectively.
Fulfillment Operations & Order Management
- Lead and manage all aspects of order fulfillment from order receipt to delivery, ensuring accuracy, speed, and efficiency.
- Oversee daily workflows handling 200 to 2,000 orders per day, depending on seasonality.
- Partner closely with production to align schedules, inventory availability, and customer delivery expectations.
- Monitor performance KPIs such as same-day/next-day shipments, order accuracy, chargebacks, and labor efficiency.
- Proactively identify workflow bottlenecks and implement corrective actions to maintain order flow and customer satisfaction.
Cross-Functional Collaboration
- Serve as the primary connection between production and customer service, ensuring clear communication and seamless coordination.
- Collaborate with customer service to resolve order escalations, maintain transparency, and strengthen client relationships.
- Partner with sales, account management, and logistics to develop tailored fulfillment strategies by customer type and order channel.
- Work cross-departmentally to ensure that operational priorities align with service-level agreements and business goals.
Process Development & Continuous Improvement
- Champion a process-mindset culture, designing standardized systems, workflows, and documentation to create repeatable, scalable success.
- Implement new programs to validate that shipments meet all customer and compliance requirements.
- Introduce Lean, 5S, or Six Sigma practices to improve order accuracy, reduce waste, and enhance team productivity.
- Create clear, accessible process maps, SOPs, and training documentation to institutionalize best practices.
- Measure and analyze fulfillment metrics to identify trends and implement data-driven improvements.
Team Leadership & Development
- Lead a team of 8 direct reports: one team lead, two warehouse coordinators, and five order processors.
- Build a culture of accountability, inclusion, and continuous improvement, where every team member feels valued and heard.
- Develop employee training plans to strengthen consistency, cross-training, and operational flexibility.
- Promote diversity of thought and background, encouraging collaboration and innovative problem-solving.
- Foster open communication—helping employees understand upcoming priorities and how their contributions impact company success.
Systems, Reporting & Compliance
- Leverage ERP and order management systems to track key metrics and identify operational opportunities.
- Provide regular reports to leadership on efficiency, labor utilization, order accuracy, and fulfillment costs.
- Partner with IT and Operations to optimize system workflows and maintain data integrity.
- Ensure compliance with internal controls, audits, and external shipping and safety regulations.
Customer Experience & Quality
- Act as the point of escalation for fulfillment issues, ensuring quick, professional resolution.
- Implement feedback loops between customer service and fulfillment to improve timeliness and service quality.
- Uphold Rada’s commitment to exceptional quality, reliability, and responsiveness in every order delivered.
________________________________________
Qualifications
- Bachelor’s degree in Industrial Engineering, Supply Chain, or Operations Management (or equivalent experience).
- 5+ years of progressive experience in order fulfillment, logistics, or supply chain operations.
- Proven experience managing and improving fulfillment processes across multiple customer channels.
- Strong process mindset with a demonstrated ability to build and standardize systems in evolving environments.
- Hands-on shipping and logistics expertise, including experience with LTL, pick-to-light, or high-volume fulfillment environments.
- Exceptional collaboration skills, especially working between production and customer service functions.
- Strong people leadership experience with the ability to develop and engage a diverse team.
- ERP proficiency and advanced Excel or reporting experience.
- Lean or Six Sigma certification preferred but not required.
________________________________________
Success Outcomes (First 12–18 Months)
- Process Standardization – Document and implement repeatable workflows and validation programs ensuring orders meet all customer requirements.
- Team Development – Build a trained, motivated, and cross-functional team operating efficiently and independently.
- Performance Excellence – Improve same-day/next-day shipment rate, reduce chargebacks, and strengthen fulfillment accuracy.
- Cross-Department Alignment – Create seamless communication channels between production, fulfillment, and customer service.
- Scalability – Establish foundation for scalable fulfillment systems to support future company growth.
________________________________________
Ideal Candidate Profile
- A builder and problem solver who thrives in environments of growth and change.
- Brings a process-driven mindset and loves improving systems, documentation, and workflow efficiency.
- Comfortable moving fluidly between production, customer service, and operations—balancing multiple priorities with composure.
- Leads with empathy, accountability, and a genuine respect for diverse backgrounds and perspectives.
- A hands-on leader who enjoys being on the floor as much as in strategy meetings.
- Motivated by the opportunity to build a strong, scalable fulfillment operation that drives both customer satisfaction and business success.
Compensation details: 71000-100000 Yearly Salary
PI8556be17c0b9-30492-38952621
Job Tags