Job Description

Manages priorities in a customer-centered operations environment. You will report directly to the Operations Manager. You will develop, mentor and guide associates, and can have at least 2 or more direct reports. You will comply with operational, audit, safety, and all other company policies. You will focus on meeting customer requirements. You will contribute to the development of processes and procedures. Interacts with other internal departments such as Sales, other warehouses and carrier, in addition to external customer support and interactions. Provides exceptional customer service through order fulfilment and problem resolution. Oversees key performance indictors (KPIs) to maintain and improve service quality.

Responsibilities:

• Manages warehouse administrative staff across all functional areas, including training, coaching, and counseling

• Oversees operations for a location that may include multiple warehouse management systems and/or complex customer value‑added services

• Coordinates employee work assignments to meet inbound and outbound service requirements

• Directs achievement of performance objectives related to productivity, quality, service, and safety

• Monitors workflow, completed work, error rates, and related metrics, taking corrective action as needed

• Ensures operational procedures are followed, implemented, and enforced

• Verifies accuracy of quality and inspection processes and eliminates excess costs

• Ensures a safe working environment and compliance with all safety regulations

• Maintains accurate timekeeping, attendance, and performance management records

• Fosters positive employee relations and supports strong team morale

• Partners with cross‑functional teams and service providers on pre‑sales feasibility and cost analysis

• Completes operational activities on time and provides updates to internal partners such as Sales and Operations Management

• Coordinates with stakeholders and provides operational support for project deliveries

• Reviews and enhances the efficiency of existing processes and procedures

• Ensures operational activities remain within budget, including management of departmental costs and expenses

• Tracks and evaluates performance of service providers (e.g., 3PL warehouses, customs brokers, transporters, forwarders)

• Reviews service provider invoices for contract compliance and collaborates with Accounts Payable on payment processing

• Oversees facility requirements and ensures compliance with Health, Safety, and Environment standards

• Ensures customer delivery requirements and expectations are fully understood and met

• For international roles: Maintains strong understanding of customs laws, clearance procedures, and HSN classification requirements

Qualifications:

• High School Degree or Equivalent required; Bachelors Degree preferred
• Licenses/Certificates/Designations – Forklift Certification preferred
• 4 years warehouse and distribution operations experience
• 2 years supervisory or lead experience in a warehouse environment
• Ability to operate a forklift or have the ability to obtain a forklift
• Ability to effectively communicate
• Customer service oriented
• Self-driven, ability to work in a fast-paced environment
• Basic computer skills
• Ability to travel up to 25%

Working Environment: Warehouse – Work is generally performed in a warehouse environment. The noise level is moderately quiet. Generally well ventilated and well lighted. Warehouse employees may be exposed to all kinds of weather and may be required to wear protective clothing. Operates heavy equipment. Strict safety regulations may be required.

Physical Expectations:

• Work is physically strenuous and workers are required to lift heavy packages up to 50 pounds
• Work may require excessive bending or stooping
• Employee required to climb ladders
• Employee required to use hand tools
• Employee uses heavy machinery (e.g., forklift, etc.)