Job Description

Job Description

Job Description

Job Summary

With our client, the Order Fulfillment Manager plays a critical leadership role in overseeing and continuously improving order processing and delivery operations across diverse customer segments, including B2B, B2C, wholesale, and e-commerce. This role requires a proven leader who has seen fulfillment operations built, helped build them, and is eager to build them again.

The Order Fulfillment Manager will lead a diverse team, work collaboratively between production and customer service, and design scalable processes that drive accuracy, efficiency, and customer satisfaction. With a strong process mindset and hands-on shipping and logistics expertise, this individual will ensure our customers—from retail partners to online consumers—receive orders on time, error-free, and with excellence.

Key Responsibilities

Order Management & Fulfillment

• Oversee end-to-end order fulfillment from receipt through shipment, ensuring speed, accuracy, and cost efficiency.
• Proactively monitor workflows, identify bottlenecks, and implement solutions to maintain consistent order flow.
• Partner with production to ensure product availability aligns with customer demand.

Cross-Functional Collaboration

• Serve as the bridge between production, logistics, and customer service, aligning priorities to meet service-level agreements (SLAs).
• Partner with customer service to resolve order-related escalations and ensure a positive customer experience.
• Collaborate with sales and account management to tailor fulfillment strategies to specific customer segments.

Inventory & Logistics

• Coordinate with inventory control and warehouse teams to ensure stock accuracy and availability.
• Optimize shipping methods, carriers, and packaging strategies to balance cost, reliability, and speed.
• Stay current on shipping regulations and industry best practices.

Process Development & Improvement

• Design, document, and implement standardized processes, workflows, and training materials for the fulfillment team.
• Drive a process improvement mindset—measuring performance, identifying gaps, and implementing lean, scalable solutions.
• Introduce best practices from prior experience to continuously strengthen fulfillment operations.

Team Leadership & Development

• Lead, train, and mentor fulfillment staff, fostering a culture of accountability, inclusion, and continuous learning.
• Establish clear performance metrics and use data to coach, recognize achievements, and address challenges.
• Promote collaboration across diverse backgrounds and perspectives to enhance problem-solving and innovation.

Customer Experience & Quality

• Serve as the point of escalation for fulfillment-related issues, ensuring prompt resolution.
• Implement customer feedback loops to improve accuracy, timeliness, and service.
• Consistently align fulfillment operations with their reputation for quality and reliability.

Systems & Reporting

• Leverage ERP and order management systems to track KPIs and identify opportunities for improvement.
• Provide regular reporting to leadership on fulfillment performance, costs, and efficiency metrics.
• Ensure compliance with internal controls, audits, and external standards.

Qualifications

• Bachelor’s degree in Industrial Engineering, Supply Chain Management, Operations Management, or related field (or equivalent experience).
• 5+ years of progressive experience in order fulfillment, logistics, or supply chain operations.
• Proven ability to build and scale processes within high-growth or evolving organizations.
• Hands-on experience with shipping logistics, carriers, and compliance.
• Strong leadership skills with experience managing a diverse team in a fast-paced environment.
• Excellent cross-functional communication, with the ability to align production, customer service, and operations.
• Proficiency in ERP systems, order management platforms, and Microsoft Office Suite.
• Process-minded, entrepreneurial spirit with the drive to design, improve, and rebuild systems for long-term scalability.

What We’re Looking For

The ideal candidate is a builder—someone who thrives in dynamic environments, values teamwork, and has a passion for turning complex challenges into efficient, reliable systems. They embrace diversity in the workplace, lead with empathy and accountability, and consistently push for operational excellence that delivers results for both the organization and its customers.

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