Torchora
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Fulfillment Manager - Driving E-commerce & Warehouse Excellence

💰 $85,000 - $125,000

LogisticsSupply ChainOperations ManagementE-commerceWarehouse

🎯 Role Definition

As a Fulfillment Manager, you are the operational backbone of our direct-to-consumer experience. You will own the entire lifecycle of an order from the moment it is placed to its successful delivery, ensuring speed, accuracy, and cost-efficiency. This strategic leadership role involves managing a dedicated team, optimizing warehouse processes, and leveraging technology to build a best-in-class fulfillment operation. You will be responsible for setting the standard for excellence, driving key performance indicators (KPIs), and collaborating across departments to support our rapid growth and guarantee an unparalleled customer journey.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Fulfillment Supervisor
  • Warehouse Operations Team Lead
  • Senior Logistics Coordinator

Advancement To:

  • Director of Operations
  • Senior Manager of Fulfillment & Logistics
  • Head of Supply Chain

Lateral Moves:

  • Supply Chain Manager
  • Distribution Center Manager

Core Responsibilities

Primary Functions

  • Direct and oversee all daily fulfillment and warehouse operations, including receiving, inventory management, picking, packing, quality control, and shipping, to ensure timely and accurate order processing.
  • Lead, mentor, and develop a high-performing team of fulfillment associates and supervisors, fostering a culture of safety, accountability, and continuous improvement through regular coaching and performance management.
  • Develop, monitor, and report on key performance indicators (KPIs) such as on-time shipping, order accuracy, cost-per-order, and inventory accuracy, using data to drive strategic decisions and operational enhancements.
  • Champion and enforce a rigorous inventory control program, including cycle counts, physical inventories, and discrepancy resolution, to maintain near-perfect stock accuracy within the WMS.
  • Strategically manage relationships with third-party logistics providers (3PLs) and shipping carriers (e.g., FedEx, UPS, USPS), negotiating contracts and rates to optimize shipping costs and service levels.
  • Identify and eliminate operational bottlenecks by mapping existing workflows and implementing Lean manufacturing or Six Sigma principles to improve efficiency, reduce waste, and increase throughput.
  • Manage the departmental budget, including labor, supplies, and shipping expenses, actively seeking opportunities for cost reduction without compromising quality or service.
  • Ensure the fulfillment center operates in full compliance with all health, safety (OSHA), and environmental regulations, promoting a "safety-first" mindset throughout the team.
  • Spearhead the implementation and optimization of warehouse technologies, including Warehouse Management Systems (WMS), order management systems (OMS), and shipping software, to enhance productivity and visibility.
  • Collaborate closely with Customer Service, Merchandising, and Planning teams to manage order exceptions, forecast labor needs, and ensure alignment on promotions and product launches.
  • Develop and execute scalable fulfillment strategies to support business growth, including planning for peak seasons, facility expansion, and entry into new markets.
  • Oversee the reverse logistics process, managing customer returns, inspections, and restocking in an efficient and cost-effective manner to maximize value recovery.
  • Establish and document Standard Operating Procedures (SOPs) for all fulfillment functions, ensuring consistency, quality, and effective training for all team members.
  • Analyze shipping data and carrier performance to make informed decisions on routing, service selection, and network optimization for domestic and international shipments.
  • Lead projects related to process improvement, facility layout optimization, and the introduction of new automation or material handling equipment.
  • Prepare and present regular performance reviews and business updates to senior leadership, clearly articulating operational successes, challenges, and strategic initiatives.
  • Act as the primary point of contact for all fulfillment-related inquiries and escalations, providing swift and effective resolutions.
  • Manage the procurement and inventory of all necessary warehouse supplies, from shipping boxes to packing materials, ensuring continuous availability.
  • Drive a culture of employee engagement and recognition, creating a positive and motivating work environment that reduces turnover and attracts top talent.
  • Continuously research industry best practices and emerging trends in e-commerce fulfillment and logistics to keep our operations at the cutting edge.

Secondary Functions

  • Support ad-hoc data requests and exploratory data analysis to uncover new operational insights.
  • Contribute to the organization's broader supply chain and data strategy roadmap.
  • Collaborate with business units to translate data needs into engineering and system requirements.
  • Participate in sprint planning and agile ceremonies within cross-functional project teams.

Required Skills & Competencies

Hard Skills (Technical)

  • Warehouse Management Systems (WMS): Deep proficiency in operating and configuring systems like NetSuite, Fishbowl, ShipStation, or enterprise-level WMS platforms.
  • Data Analysis: Strong ability to analyze performance data using Excel (pivot tables, v-lookups), SQL, or BI tools (Tableau, Power BI) to derive actionable insights.
  • Inventory Management: Expertise in inventory control techniques, cycle counting, and reconciliation processes.
  • Carrier & 3PL Management: Experience managing relationships, contracts, and performance of shipping carriers and third-party logistics partners.
  • Process Improvement Methodologies: Knowledge of Lean, Six Sigma, or other continuous improvement frameworks.
  • Budgeting & Financial Acumen: Skill in creating and managing departmental budgets, P&L statements, and cost-per-unit analysis.
  • ERP Systems: Familiarity with Enterprise Resource Planning systems (e.g., SAP, Oracle, NetSuite) and their integration with warehouse operations.

Soft Skills

  • Leadership & People Management: Proven ability to inspire, develop, and lead teams in a fast-paced environment.
  • Problem-Solving: A proactive and analytical approach to identifying issues, evaluating solutions, and implementing effective fixes.
  • Communication: Excellent verbal and written communication skills, with the ability to articulate complex information clearly to all levels of the organization.
  • Strategic Thinking: The capacity to see the bigger picture, anticipate future needs, and develop long-term operational plans.
  • Adaptability: Thrives in a dynamic, high-growth environment and can pivot strategies as business needs evolve.

Education & Experience

Educational Background

Minimum Education:

  • Bachelor’s Degree or equivalent progressive experience in a relevant field.

Preferred Education:

  • Bachelor’s or Master’s Degree.

Relevant Fields of Study:

  • Supply Chain Management
  • Logistics & Distribution
  • Business Administration
  • Operations Management

Experience Requirements

Typical Experience Range: 5-8 years of progressive experience in e-commerce fulfillment, logistics, or warehouse operations.

Preferred: 3+ years of direct people management experience in a high-volume, direct-to-consumer (DTC) or e-commerce fulfillment center.

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