Position Summary:

The Order Fulfillment Manager reports to the Director of Network Fulfillment and is responsible for day-to-day order management and network Command Center activities.  He / she will be accountable for seamlessly connecting order management and reporting activities to customer experience and performance metrics.  The manager will ensure our Command Center activities continue to expand and mature along with the rest of our fulfillment network.  As this is an emerging capability, he / she is responsible for assisting in deploying new capabilities using change management, training, team development and process refinement.  The manager ensures that our internal supply chain organization feels aligned with any fulfillment activities.

Essential Functions/Responsibilities:

The Order Fulfillment Manager will perform the following duties:

  • Oversee and manage:

    • A Four person Command Center team

    • Performance against metrics and expectations for each fulfillment node

    • Overall fulfillment reporting and dashboards

    • Regular communications and guidance to the supply chain analytics, eCommerce planning, POS item locator, and vendor direct fulfillment teams regarding performance, process changes and focus areas

    • eCommerce inventory visibility, exposure rules, and protection quantity processes

    • Solutions to recurring opportunities that are identified through the command center, fulfillment centers, supply chain analytics team or drop ship vendors      

  • Utilize strong analytical skills to:

    • Develop and refine scorecards and metrics needed to highlight performance in the FCs, drop ship vendors and stores

    • Maintain and refine advanced order management business rules

    • Identify performance trends and opportunities that challenge customer experience and profitability goals; assist in development of remediation plans 

    • Create strong exception order identification and resolution processes

  • Plan and direct:

    • Peak sales period command center operations relative to fulfillment activities

    • Activities to drive continuous improvement in performance including customer care escalation support and improved “where is my order” tracking

    • Future state vision and roadmap to deliver input into Supply Chain planning processes

  • Liaise with company constituents including but not limited to eCommerce, Supply Chain, Change Management, Vendor Direct fulfillment, and Merchandising in support of policy and ongoing management regarding command center operations and future capabilities

  • Provide leadership that maximizes and optimizes resources in support of the company’s goals and objectives:

    • Train, mentor and help develop an engaged and diverse command center team that will ensure the highest level of service, productivity, and quality

    • Ensure supply chain constituents clearly understand expectations and are focused, capable and accountable for executing their responsibilities

    • Develop extensive change management plans, training materials, and standard operation procedures that are easy to use and understand; develop the most effective method to distribute and maintain the materials

    • Translate Supply Chain strategy into specific goals, tactics, action plans and deliverables for our command center

  • Demonstrate a support for internal organizations by fostering effective communication through transparency of intentions and promoting relationship building initiatives

  • Ensure other departments and stakeholders understand their role and accountability structure

  • Ensure effective and timely communication to supply chain management, the network of supply chain facilities and various corporate departments to guarantee coordination of efforts

  • Perform other duties as assigned

  • 5+ years of supply chain, order management, or fulfillment related experience with a career path showing increasing responsibility

  • Experience developing/refining procedures

  • Track record of working cross-functionally with a focus on store operations, fulfillment operations, information technology, or merchandise planning

  • Prior experience in analytical activities including research, issue identification, performance metrics, scorecards

  • Prior experience effectively working across levels, including all functions, utilizing the requisite interpersonal skills to create strong, trust-based relationships with constituents and stakeholders

  • Ability to persuade and influence others through collaboration

  • Accountable for results; record of delivering on their promise

  • Experience with eCommerce, Order Management or Fulfillment systems

  • Excellent verbal and written communication skills, including the ability to prepare strong business cases and to support and defend ideas and changes

  • Proven change management skills

  • A champion on new initiatives with an ability to successfully work across different groups, and to execute by bridging functional and divisional silos


  • Excellent critical thinking skills

  • Strong analytical skills

  • Enthusiastic individual contributor with great people skills

  • Demonstrated sense of urgency

  • Motivated self-starter, entrepreneurial

  • Excellent relationship management skills

  • Strong acumen for technology and information systems

    Ideal Education

Ø  BA/BS in Merchandising, Business, Engineering, Logistics / Supply Chain Management or equivalent

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