JOB SUMMARY
Responsible for the operational oversight of all outbound operations, including order management and fulfillment, as well as client onboarding and offboarding. The incumbent will serve as a subject matter expert on outbound operations, and oversee the management of outbound operations staff to ensure their ongoing performance meets business objectives. Additionally, the role will work with peers and operations leadership to help drive change and implement business strategies, identify efficiency and productivity opportunities, as well as managing day-to-day operations and service delivery.
PRIMARY DUTIES AND RESPONSIBILITIES
The list below is intended to capture the most essential duties and responsibilities of the job. It is not exhaustive, and other duties may be assigned at any time.
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Oversee daily staff activities and functions to ensure outbound operations flow smoothly and without errors to meet business objectives
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Establish, follow and enforce safety standards and procedures in compliance with legal requirements and to promote a healthy workforce
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Create and make recommendations to warehouse leadership for tactical and operational plans to achieve team objectives
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Work with warehouse leadership team to develop, implement and enforce fulfillment, logistics and client engagement processes which create efficiencies and promote quality
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Prepare and provide weekly, monthly, annual and ad hoc reports reflecting information about key business indicators
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Ensure accurate order fulfillment, shipping methods, and client service level agreements
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Identify problem areas and procedural deficiencies relating to order management, enforce and maintain processes to reduce errors and shrinkage
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Resolve escalated issues that pertain to outbound operations as required
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Effectively guide and lead the outbound team by setting goals, directing their work and outcomes, providing insights, and developing their skills
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Possess up-to-date expertise in outbound operations and technology and serve as a subject matter expert on related matters
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Ensure clients receive great customer service from the outbound operations team
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Participate in discussions to identify and improve outcomes
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Other responsibilities and assignments are to be expected in this role
SCOPE
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Supervises staff, including interviewing and selection, training and development, and evaluating job performance
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Schedules and assigns work
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Sets individual performance goals and monitors progress toward achievement
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Takes corrective action in the form of performance improvement plans or disciplinary action
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Recommends salary increases, promotions, transfers, demotions, or terminations
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May have direct reports who are managers, supervisors or individual contributors
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Document, monitor and control expenditures in accordance with established budget
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May contribute to departmental budget and forecasting process
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Approves expenditures in line with signature authorization policy
REQUIRED QUALIFICATIONS
Education
- Bachelor’s degree in business management or related field; six years of related experience in lieu of a degree
Experience
- At least seven years of relevant experience in an outbound operations environment, preferably in e-commerce fulfillment operations
- At least three years of experience leading an outbound operations team, including inventory management, receiving, systems and safety
Knowledge, Skills and Capabilities
- Strong understanding of the outbound operations environment across people, process, and technology
- Ability to work collaboratively in teams across various levels
- Exceptional verbal and written communication skills
- Ability to manage multiple priorities and projects at one time
- Ability to analyze data and prepare accurate reports
- Strong time management
- Flexible, results-driven, and self-starter
- Strong people, problem solving, and facilitation skills
- Experience with NetSuite or similar ERP
WORKING CONDITIONS AND PHYSICAL DEMANDS
Generally, the work environment is that of a warehouse or fulfillment center; specifically, one that stores supplements or food products.
- Generally, the work environment is a warehouse setting.
- On occasion, may be required to work weekends, nights, or be on-call
- May be designated as a member of the emergency response team
- Continually required to utilize hand and finger dexterity
- Continually required to talk or hear
- While performing the duties of this job, the noise level in the work environment is usually moderate; voices or other noises nearby could be distracting
- The employee must occasionally lift and /or move more than 10 pounds, and up to 25 pounds
- Specific vision abilities required by this job include close vision; distance vision; color vision; peripheral vision; depth perception and the ability to adjust focus
PERSONAL PROTECTIVE EQUIPMENT
- Due to safety hazards certain items as defined by OSHA may be prohibited in certain areas
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The above statements are intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, scope or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
We are an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.