Manager of Fulfillment - Sumner, United States - PeopleSuite

Description

Scope of Position

Under the general supervision of the Head of Supply Chain, the Manager of Fulfillment & Last Mile Logistics is responsible for working cross-functionally with internal logistics teams (warehouse), demand planning teams (biz-ops & production), and supply chain teams as well as external 3PL, vendors/suppliers and wholesale teams.

The main tasks will be management, control, and direction for fulfillment operations across all channels, and working to continuously improve the functionality and level of service that fulfillment operations provide to our customers, resulting in a cost-effective execution and best-in-class customer delivery experience.

Responsibilities

• Manage and control performance, cost, and capacity of external fulfillment logistics providers (3PL), internal fulfillment, and last mile logistics providers with core metrics:

1. Cost Per Order
2. Last Mile OTD 98%
3. Click to Ship 2 Days
4. Melt Rate Target 2.5%
5. Mispick Rate Target 0.75%

• Monitor and analyze customer experience and fulfillment/delivery performance
• Coordinate with Customer Service team to proactively provide updates on last-mile delivery
• Manage 3PLs, internal fulfillment, and last-mile logistics carriers
• Maintain and develop KPI and SLA dashboards for logistics & fulfillment
• Develop, implement, and maintain Standard Operating Procedures
• Provide timely and accurate analysis including root cause and recommended corrective action
• Proactively seek out opportunities for system enhancements or process improvements, and be an agent for positive change
• Organizes and oversees the schedules and work of department supervisors as assigned
• Ensures supervisors manage their teams efficiently and in accordance with departmental goals and company OKRs
• Meets with direct reports on a regular basis, ensuring one-on-ones are held regularly
• Conducts performance evaluations that are timely and constructive
• Promptly works directly with management and Human Resources on employee relations issues as needed
• Participates in the recruiting and interviewing process

Required Skills & Abilities

• A deep background in working with 3PLs, Freight Brokers, Freight Forwarders, National & Regional Carriers
• Strong systems skills, including experience with integrated software applications (ERP, WMS, OMS)
• Strong interpersonal communication skills with the ability to turn on and off the technical jargon
• Demonstrate critical thinking and analytical skills with high attention to detail
• Ability to multitask and prioritize work to meet department and company targets
• Flexibility and adaptability to the changing needs of the business
• Familiarity and point person for knowledge on Fulfillment/Logistics-related vendor portals (IE CommerceHub)
• Proficiency with business data analysis using Excel and similar spreadsheet tools - managing, analyzing, and modifying data sets of varying sizes, synthesizing findings, and presenting recommendations

Education & Experience

• Bachelor's Degree in Science specializing in supply chain management, or equivalent business experience required
• 5+ years experience in e-commerce fulfillment or retail supply chain environment

Work Environment & Physical Requirements

• Prolonged periods sitting at a desk and working on a computer
• Frequent walking and carrying items
• Must be able to lift up to pounds regularly