Fulfillment Operations Unit Manager

Overview

We are looking for a Fulfillment Operations Unit Manager based in San Jose, California to manage the day-to-day operations of order fulfillment, inventory management, and customer service. The ideal candidate has 6+ years of experience in Fulfillment Operations, good computer skills to run software programs, and excellent interpersonal and communication skills to effectively interact with customers and providers of supply chain and logistics services. This position will have a high level of autonomy and will be expected to proactively report on operational performance to the General Manager regularly.

High Level Position Summart

• Partner with the Senior Leadership team to establish and maintain operational policies and procedures (order processing, inventory management & customer service, etc.) while ensuring all issues are escalated appropriately, along with recommendation and/or resolution status.
• Responsible for the function performance across the Order Fulfilment Unit and for related continuous operational process improvement identification and plans to implement changes in coordination the company strategic goal.
• Coordinate and liaise with the other cross functional Manager to ensure the timely Order Fulfilment process, to meet the needs of the Customers in the United States and over the globe.
• Accountable for ensuring client demands and contractual obligations are met for the procurement of all products and will be a key contributor to the strategic design and implementation of the Order Fulfilment role.
• Proactively identify and lead process improvement initiatives and Lean tools, including partnering with the technology team to give feedback and drive improvements.

Specific Responsibilities

[1. Order Fulfillment]

• Manage day-to-day order fulfillment activities and ensure quality in picking and packing, shipping and order tracking.
• Process daily orders and ensure orders are being filled and shipped timely and accurately.
• Ensure all the ordered products are packaged, verify that the package is correctly labeled with the customer’s shipping address and dispatches it to the firm’s logistics partner for shipping.
• Prevent product damage and shrinkage, accidents, and occupational hazards.
• Lead and develop operation & fulfillment team and partners in both supply chain and logistics functions.
• Instruct customer service representative to update the customer on the order’s status.
• Develop and implement processes to organize, streamline, and scale Fulfillment Operations.
• Manage and provide weekly shipping and order reporting.
• Analyze current operations and make recommendations on ways to improve.

[2. Inventory Management]

• Interaction with vendors to guarantee fluid, up-to-date inventory of goods, ensuring that customer demands will be met without interruption.
• Monitor warehouse processes and recommend improvements to increase productivity.
• Manage receiving of inventory from international vendors and update inventory record upon arrival.
• Manage the flow of picking, packing and packaging supplies and guarantee orders are efficiently processed.
• Maintain a clean and safe work environment.
• FBA (Fulfilled By Amazon) Planning: Review Amazon dashboard, inventory reports and balance labor availability to determine optimum SKU mix and quantity and prepare bulk shipments to be shipped to Amazon warehouses throughout the country.

[3. Customer Service]

• Oversee and respond to customer questions, including managing refunds and exchanges.
• Maintain the highest standards of customer service by immediately attending to and resolving customer issues.
• Assist in growing our customer base by providing excellent customer service.

[4. Team Management]

• Provide clear direction and general guidance to the department in the formulation and implementation of procedures and ensure that these are translated and enforced into action to meet operational goals.
• Responsible for team performance on goal setting and key performance indicators and staff management, development, support and coaching of individual staff.
• Translate strategies into specific goals, tactics, action plans, and deliverables.
• Collaborate and/or liaise with other units and departments as necessary to ensure information, documentation and communication is provided and maintained.
• Work with team members to ensure appropriately aggressive goals and objectives are established and achieved in alignment with the broader organization’s goals.
• Drive positive attitudes in the face of challenges and change. 

Qualifications

• 6+ years in Fulfillment Operations.
• Proven history of effective management skills.
• Exposure to warehouse physical storage operations.
• Working knowledge of inventory management systems.
• Ability to multitask.
• High attention to detail.
• Have a positive, growth mindset.
• Possess excellent verbal and written communication skills.
• Participate in cross-training and continuous skill development.
• Industry experience: Supply Chain, Logistics, eCommerce Fulfillment, Parcel