Fulfillment Lead | Torchora

🎯 Role Definition

As a Fulfillment Lead, you are the frontline leader and driving force behind our daily warehouse operations. You will be responsible for orchestrating the entire order fulfillment lifecycle, from the moment an order is received to its final dispatch. This hands-on leadership role involves supervising a team of fulfillment associates, optimizing workflows for maximum efficiency, and upholding the highest standards of quality and safety. You will serve as the crucial link between the warehouse floor and management, ensuring seamless communication and the successful execution of our logistics strategy in a fast-paced, high-volume environment.

📈 Career Progression

Typical Career Path

Entry Point From:

Senior Warehouse Associate
Inventory Control Specialist
Shipping & Receiving Coordinator

Advancement To:

Fulfillment Supervisor
Warehouse Operations Manager
Distribution Center Supervisor

Lateral Moves:

Logistics Coordinator
Inventory Control Lead

Core Responsibilities

Primary Functions

Lead, mentor, and motivate a team of warehouse associates, fostering a positive, collaborative, and results-driven work environment.
Oversee the day-to-day fulfillment operations, including order picking, packing, quality control, and shipping, ensuring all tasks are completed accurately and on schedule.
Monitor and manage team performance against key performance indicators (KPIs) such as order accuracy, on-time shipping, and productivity rates, implementing corrective actions as needed.
Develop and implement comprehensive training programs for new and existing team members on standard operating procedures (SOPs), safety protocols, and warehouse management system (WMS) usage.
Act as the primary point of contact for resolving any fulfillment-related issues, including order discrepancies, shipping errors, and system problems, ensuring swift and effective solutions.
Drive continuous improvement initiatives by identifying bottlenecks, analyzing workflows, and recommending process enhancements to increase efficiency and reduce costs.
Manage workforce scheduling, station assignments, and labor planning to ensure adequate coverage and alignment with daily, weekly, and seasonal volume forecasts.
Conduct regular team huddles and communication meetings to delegate tasks, discuss daily goals, and provide critical updates on performance and company news.
Ensure the fulfillment area is kept clean, organized, and safe at all times, strictly adhering to and enforcing all company safety policies and OSHA regulations.
Perform regular quality assurance checks throughout the packing and shipping process to minimize errors and guarantee a premium customer unboxing experience.
Collaborate closely with the Inventory Control team to ensure inventory accuracy, assist with cycle counts, and resolve stock discrepancies.
Manage and maintain an adequate supply of all necessary packing and shipping materials, placing orders to prevent any operational downtime.
Provide constructive performance feedback, coaching, and support to team members, participating in formal performance reviews and professional development planning.
Serve as a subject matter expert on our Warehouse Management System (WMS), troubleshooting issues and training staff on its effective use.
Generate and analyze daily operational reports on productivity, order volume, and fulfillment status for distribution to senior management.
Coordinate with various shipping carriers (e.g., UPS, FedEx, USPS) to manage pickups, troubleshoot exceptions, and ensure compliance with shipping regulations.
Handle escalated issues from the Customer Service team regarding order status, tracking, and special handling requests with a sense of urgency and professionalism.
Champion a "safety-first" culture by leading safety audits, investigating and reporting any incidents, and promoting safe work practices.
Optimize the physical layout of the fulfillment area, including picking paths and packing stations, to enhance ergonomic conditions and workflow efficiency.
Lead the team through peak seasons and high-volume periods by effectively managing pressure, prioritizing tasks, and motivating staff to meet demanding targets.

Secondary Functions

Analyze and report on fulfillment metrics, supporting ad-hoc requests for performance data from leadership to inform strategic decisions.
Provide frontline insights and practical feedback to contribute to the broader warehouse and logistics operational strategy and roadmap.
Collaborate with Customer Service, Inventory, and Planning teams to resolve complex issues and proactively improve cross-departmental workflows.
Actively participate in daily stand-ups, weekly planning meetings, and cross-functional process improvement projects to represent fulfillment needs and progress.

Required Skills & Competencies

Hard Skills (Technical)

Warehouse Management Systems (WMS): Deep proficiency with at least one major WMS platform (e.g., NetSuite, Manhattan, Fishbowl, ShipStation).
Inventory Management: Strong understanding of inventory control principles, cycle counting, and discrepancy resolution.
RF Scanner Technology: Extensive hands-on experience using and troubleshooting handheld RF scanning devices.
Shipping Software: Familiarity with carrier software such as UPS WorldShip, FedEx Ship Manager, and other multi-carrier shipping platforms.
Data Analysis & Reporting: Ability to track, analyze, and report on key performance indicators (KPIs) using tools like Microsoft Excel or Google Sheets.
Process Improvement Methodologies: Knowledge of Lean, 5S, or other continuous improvement principles is a significant plus.
Forklift/PIT Operation: Certification and experience operating powered industrial trucks (forklifts, pallet jacks) is highly desirable.

Soft Skills

Leadership & Mentoring: Proven ability to lead, inspire, and develop a team, providing clear direction and constructive feedback.
Problem-Solving: A proactive and analytical approach to identifying issues, evaluating solutions, and implementing effective resolutions under pressure.
Communication: Excellent verbal and written communication skills, with the ability to clearly convey instructions, updates, and performance feedback.
Attention to Detail: Meticulous and thorough, with a commitment to accuracy in order fulfillment and quality control.
Time Management & Prioritization: Exceptional ability to manage multiple priorities and delegate tasks effectively in a fast-paced, deadline-driven environment.
Adaptability: Flexible and resilient, able to pivot quickly in response to changing volumes, priorities, and operational challenges.
Teamwork & Collaboration: A strong collaborative spirit, able to work effectively with peers, direct reports, and cross-functional partners.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or GED equivalent.

Preferred Education:

Associate's or Bachelor's Degree.

Relevant Fields of Study:

Logistics
Supply Chain Management
Business Administration
Operations Management

Experience Requirements

Typical Experience Range:

3-5 years of progressive experience within a warehouse, distribution, or e-commerce fulfillment setting, including a minimum of 1-2 years in a leadership, supervisory, or team lead capacity.

Preferred:

Experience in a high-volume, Direct-to-Consumer (DTC) e-commerce environment.
Demonstrated success in leading teams through seasonal peaks and periods of rapid growth.
Experience with implementing new processes or warehouse technology.