Manager, Omni-Channel Fulfillment & Warehouse Operations

Location: Milton Ontario On Site Mandatory
Reports To: General Manager
Direct Reports: 5

Role Overview

The Manager Omni-Channel Fulfillment & Warehouse Operations is a hands-on roll up the sleeves role that owns the end-to-end execution of high performance order fulfillment for Riptides e-commerce wholesale drop-ship and 3PL partners.

This role is responsible for delivering e-tail-grade fulfillment demands meeting strict e-tailer SLAs (Amazon Wayfair Rona etc) and ensuring same-day high-accuracy order execution.

The role is a key pillar in the management team contributing to developing and meeting KPIs and strategies that drive the overall success and growth path of Riptide.  

This role is responsible for:

• Own daily execution of same-day order fulfillment for ecommerce and wholesale customers
• Manage real-time order flow form system intake to pick/pack to shipment confirmation
• Inventory accuracy and control
• Logistics and freight management; small parcel LTL container.
• Receiving package inspections and warehousing best practices
• Returns scrapping and donation management
• Launching and managing 3PL/fulfillment programs
• Process Improvement  
• Health & Safety
• Warehouse maintenance management
• Recruit lead train and mentor FC team

Key Responsibilities

Multi-Channel Fulfillment Operations Performance & Leadership

• Own internal KPIs and external SLA obligations: including OTIF same-day ship % VTR tracking order/fulfillment accuracy damage rates etc.

• Lead receiving put-away picking packing and shipping with a focus on speed precision consistency and safety

• Ensure white-glove over-pack standards for fragile products
• Manage 4 PM same-day cut-off execution

• Manage real time order flow processing systems including ERP (M3) EDI ShipStation etailer portal systems and process flows
• Troubleshoot and resolve order flow or system breakdowns in real time
• Ensure timely processing of all inboud and outbound orders
• Continuously improve system workflows to support speed and scale

• Establish labor planning training and development to meet demands and performance metrics
• Engage and aid in physical daily tasks as is required such as picking packing placing inspecting receiving etc. as backup/as needed

3PL & Warehouse Management

• Support and scale 3PL staging and fulfillment programs
• Manage varying requirements to meet customer-defined needs for staging and scheduled drop ship locations
• Ensure best inventory management practice kitting repacking and reporting
• Responsible for safe shipment of fragile product
• Communicate effectively with customer teams on product receipt inventory and shipping schedules

Inventory & Systems

• Drive and maintain franchise level inventory management processes to maintain industry-leading accuracy
• Optimize warehouse configuration slotting and replenishment for best in practice organization safe keeping fast picking and order accuracy
• Reduce mispicks shortages and returns
• Partner with purchasing on inbound compliances and PO matching
• Lead annual inventory counts and spot/cycle counts
• Maintain clean safe racking and warehouse facilities to ensure secure product handling and storage
• Continuous improvement in fulfillment warehouse systems including physical layouts capital equipment AI and technology recommendation/implementation EDI interface processes etc.

Transportation & Customer Experience

• Manage all parcel/LTL/FTL carriers and related systems
• Improve damage and claims performance
• Support e-tailer routing guides (Amazon Wayfair big-box wholesale)
• Ensure all shipments meet customer and platform expectations

Build New Capabilities

• Contribute to leadership team strategic initiatives including expanding shipping footprint shipping best practices 3PL program development KPIs and other as identified

Team Leadership

• Develop train and support teammates for exceptional performance and engagement
• Train team members on speed accuracy and SLA driven performance
• Step into hands-on execution when required (pick/pack/ship/warehouse/count)
• Establish standard operating procedures and training
• Champion safety and engagement

Administration and Warehouse Management

• Create KPI accountability and warehouse reporting
• Update KPIs and monitor operational performance on a daily monthly and quarterly basis
• Oversee and engage when necessary in system receiving (ERP) shipping platforms (ShipStation) etailer fulfillment systems
• Oversee maintenance of warehouse and order appropriate and required expenses including but not limited to warehouse docks racking H&S packaging supplies and other required expenses for the effective efficient and safe operation of the fulfillment and inventory centre

Qualifications :

Qualifications

• 5 years in fulfillment 3PL or distribution environments
• E-commerce and drop-ship experience
• Proven experience in same-day single-order fulfillment operations
• WMS expertise and process design
• Experience with order flow systems (ERP EDI shipping platforms)
• Parcel/LTL carrier management
• Lean / continuous improvement mindset
• Experience with fragile products an asset
• Excellent organizational and time management skills
• Attention to detail essential inherent aptitude  
• Ability to manage multiple tasks at once and delegate effectively
• Experience in building mentoring and support teammate and team growth
• Flexibility to adapt to changing business requirements
• Strong problem solving skill in live operational environments

Additional Information :

What Success Looks Like

• Orders shipped same-day everyday
• High accuracy and low damage rates
• Strong SLA performance across all channels
• Smooth uninterrupted flow
• 3PL and warehousing accuracy
• A team executing with speed and consistency
• A safe and engaging atmosphere that builds confidence and accountability  

Riptides Commitment To You
You will be a valued core player in a high-performance fast paced environment with opportunities for learning and growth.

• Competitive base compensation and an industry-leading profit-sharing opportunity
• Comprehensive Benefits and Wellness programs
• Optional Pension Plan and Group RRSP
• Salary Range: $55000 - 75000

Riptide is an equal opportunity employer and is committed to maintaining a discrimination harassment and barrier free workplace where all employees can contribute to their fullest potential. Riptide is committed to diversity equity and inclusion in our workplaces. All employment decisions are based on business needs job requirements and individual qualifications without regard to race colour creed place of origin sex sexual orientation gender gender identity gender expression religion family or parental status or any other characteristic protected by the law. We welcome applications from all minority group members women Aboriginal persons persons with disabilities members of sexual minority groups neurodiversity and others who may contribute to the further diversification of ideas.

Riptide uses third-party artificial intelligence to assess resumes to facilitate the review of candidates. 

Remote Work :

No

Employment Type :

Full-time