Fulfillment Manager

Fulfillment Manager

The Fulfillment Manager provides direction, instruction, coaching, and guidance to a team of employees. Under the supervision of the Vice President of Supply Chain, the primary objectives are establishing, maintaining, and improving standardized work and processes to ensure company KPIs and SLAs are being achieved. This role is directly accountable for on-time shipment performance, shipping accuracy, freight and parcel cost, inventory accuracy, and the safety, training, and development of the fulfillment and logistics team.


Position Responsibilities:

• Oversee and manage daily operations of the Daily Fulfillment, Project Fulfillment, and Logistics teams
• Manage labor planning, scheduling, and overtime to meet volume while controlling cost.
• Maintain an accurate calendar of all Projects with Load dates
• Communicate between Project Managers, Fulfillment, Production and Purchasing as necessary to ensure all Loads are able to be scheduled and delivered on-time
• Serve as the escalation point for Client Services, Project Manager, and Sales, on at-risk order and shipping errors, communicating expectations and RCA as needed.
• Oversee the picking, quality control, and loading of outgoing equipment orders ensuring we are being as accurate and efficient as possible
• Ensure all Open Orders are expedited as necessary and continue to work towards on-time shipments for all Daily Orders
• Ensure Logistics processes and procedures are in place:
  • Trucks are set-up for on-time pick-up and delivery of all products
  • A book of carriers is maintained properly, and that pricing is negotiated quarterly
• New Carriers are vetted into the book and used for pricing negotiations
• International Brokers are vetted and a part of our carrier book.
• Pricing is monitored with a goal to reduce parcel and freight spend
• Parcel spend is monitored and negotiated as needed.
• Ensure compliance with OSHA, DOT, hazmat, and export/international shipping and customs documentation requirements.
• Oversee Tommy Truck Delivery program to ensure routes are efficient, and service levels are being attained.
• Monitor and report on department critical KPIs to Finance and Leadership
• Continuously evaluate and improve departmental processes to enhance accuracy, reduce errors, increase productivity, and ensure safety compliance
• Supervise, train, coach, and develop team members
• Collaborate with other leaders and team members to solve problems and continually improve operations
• Lead recruiting, interviewing, selection, performance evaluations, promotions, corrective actions, and recommendations for termination
• Train, coach, and develop team members to build capability, ensure policy compliance, and promote a culture of safety and continuous improvement
• Other duties as assigned; duties and responsibilities may change at any time with or without notice.

Position Qualifications & Candidate Attributes:

• 4 Year college degree preferred.
• High school diploma with equivalent formal training/certifications and experience would be considered in place of 4 year college degree.
• Experience leading a team in a fast paced environment that demands accuracy.
• 3 years of Supply Chain, warehouse distribution, or materials experience including 2+ years directly supervising a team.
• Technical savvy and proficient in Microsoft Office; experience within database systems a plus
• Excellent written and oral communication skills
• Process-oriented and strong collaborator with ability to communicate and manage well at all levels of the organization and across various departments
• Strong organizational and time management skills; ability to multitask and prioritize workload
• Highly adaptable with strong problem-solving and critical thinking skills; ability to exercise good judgment and make sound data-backed decisions
• High level of integrity and dependability with a strong sense of urgency and results-orientation
• Views customer care as high priority; exhibits a positive can-do attitude
• Displays a strong initiative and drive to identify gaps and fill them
• Working knowledge of carrier contracts and rate negotiation across parcel, LTL, FTL, and flatbed modes; familiarity with international freight brokers and customs/export documentation
• Experience building and sustaining standard work through continuous improvement methodology (Lean, 5S, Kaizen, Six Sigma, or similar)
• Demonstrated ability to write and train SOPs and hold a team accountable to defined response-time and quality standards
• Working knowledge of OSHA and warehouse safety requirements; forklift certified or able to be certified within 30 days of hire
• Ability to read and interpret data, build reporting, and present KPI performance to leadership

Work Environment and Physical Demands

This job operates in a warehouse environment. Standard warehouse operating hours are Monday through Friday from 6:00am - 5:00pm with this role working a flexible 8 hour shift during this time. Weekend shifts may be a part of the future of this team and the manager will need to coordinate with the shift supervisor to ensure leadership presence. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets along with forklifts, pallet jacks, and other warehouse / assembly tools and functions. This role operates primarily indoors with limited to no travel expectation.


To successfully perform the essential functions of this job, team member must be able to:

• Ability to work and commute in all weather conditions
• Able to effectively communicate, listen, detect, converse with, discern, convey, express oneself and exchange information
• Able to walk, bend, twist, turn, stoop, climb steps, reach with hands, use hands to fingers
• Frequently stand and work in a fast-paced environment where they will often be multitasking
• Work with heavy and technical equipment, lift 50 - 70 lbs, go up heights on ladder
• Tolerate vibrating tools and louder than normal work environment at times
• Frequently stand and walk for the majority of each shift

Overview of Tommy Enterprises Companies:

Tommy's Express is a national franchise for outstanding car washes and car care services. Powered by industry leading technology and decades of experience and planning, Tommy's Express car washes deliver a cutting-edge car wash experience unlike anything you've encountered before. Our fully automatic washes feature advances including the easy-loading car wash dual belt conveyor, wide open car wash bay for natural lighting, advanced presoak and sealer services, and free high-power self-serve vacuums on site.

Tommy's Express Operations consists of a number of corporately owned Tommy's Express car wash locations across the country. This is a quickly growing operation with intentions to open or acquire 3-5 new locations per year through the launch of Tommy's Express Capital, a new private fund strategy.

Tommy Car Wash Systems ("TCWS") is the power behind our Tommy's Express equipment. TCWS is a team of passionate car wash professionals working to create opportunities for our partners to become the best car wash operators they can be. We provide modular building designs, robust stainless-steel car wash equipment, an advanced Wash Club license plate reader system, the Tommy Transporter belt, high performance wash detergents, and an industry-leading franchise opportunity. At Tommy Car Wash Systems, we have a solution for almost any size operator. Our team has assisted in the development of hundreds of some of the most successful car washes around the world. Together, Tommy's Express and Tommy Car Wash Systems make up the Tommy's Corporate brand, headquartered in Holland, MI.