Customer Operations Distribution Manager

The Distribution Center Operations Manager ensures the efficiency & and effectiveness of processes, costs, and performance across the 3PL warehouse. The manager supervises, hires, and trains employees to maintain the staffing level; manages quality assurance, and strategizes process improvements by maintaining and increasing the efficiency of the company. Some responsibilities are but not limited to:

Key Responsibilities

· Develop, improve, and maintain the performance framework including standardized processes, KPIs, SLAs, and guidelines across operation teams.

· Communicate job expectations; plan, monitor, appraise, and review job performance of Team leaders and Team members.

· Support the ongoing development of warehouse team members to hire, train, coach, and provide ongoing mentorship, to ensure they have the necessary skills, resources, and tools to succeed.

· Determine root cause and gap analysis and provide the best course of action for improvement (process change, system change, training, etc.)

· Plan and review improvement projects; prepare and complete action plans; productivity, quality, and customer-service standards.

· Forecast overtime, analyze variance, and initiate corrective actions.

· Monitor and analyze warehouse performance metrics to identify areas for improvement and implement corrective action as needed.

· Oversee and schedule labor efficiently ensuring proper staffing levels without excess labor.

· Analyze process workflow, staff, and space requirements for existing and new operations.

· Oversee daily warehouse activities, identifying constraints and challenges, and removing roadblocks from the operation to consistently achieve goals, maintaining, and exceeding all KPIs and SLAs per client.

· Service as primary liaison between clients, account executives, and team leaders for operation’s needs.

· Review and approve time off based on operations and projects in coordination with account executives.

· Serve as the primary point of contact when customer issues related to shipment and special projects in conjunction with the Director of Strategic planning.

· Work closely with the Inbound Manager to maintain cleanliness and organization throughout the warehouse.

· Communicate customer issues with team leaders and devise ways of improving the customer experience, including resolving problems and complaints.

· Work closely with the Director of Strategic planning and management team to set and/or implement policies, procedures, and systems and to follow through with implementation.

· Work with Inventory manager and team leaders to perform inventory analysis, and optimization to ensure utilizing our warehouse space effectively, and maintain solid inventory data.

· Conduct daily follow-up meetings with account executives to analyze the floor teams’ performance.

· Constructively take corrective action with employees who cause issues in the workplace.

SKILLS

Leadership

Conflict Management

Organization

Decision-Making

People Management

Advanced Excel and Analytical skills

Reporting Skills

Deadline-Oriented

· Ability to work with details and time-sensitive issues.

· Analyzing training needs/requirements

· Addressing operational concerns and issues, monitoring overall customer satisfaction

· Critical Thinking and Problem-Solving Skills

Excellent interpersonal communication and organizing skills to coordinate project activities

· Planning and Organizing

· Teamwork

Qualification:

· Bachelor's Degree in a related discipline, such as Operation, Logistics, or Industrial Engineering Supply Chain is preferred, or at least 5 years of experience in warehousing/distribution.

· 10+ years’ experience in leadership, successfully leading a team of employees.

· Previous experience working with a WMS.

· Proficiency in Microsoft Excel and Word is required.

· Process improvement experience. Six sigma, Kanban, 5S.

· Excellent oral and written communication skills are essential.