Manager, E-Commerce Network

What You’ll Do
Oversee and coordinate e-commerce operations, product movement, and customer service across six sites ensuring compliance with organizational policies and applicable laws. The role involves managing network-wide key performance indicators, resolving customer issues, supporting business development efforts, supporting site operations, and leading training and new site launches with occasional travel required. This role requires the ability to manage multiple projects simultaneously while providing exceptional customer service and supporting strategic growth initiatives across the network.
Essential Functions 
•    Direct and evaluate e-commerce product movement and customer service activities across six sites, ensuring adherence to company policies, procedures, and applicable regulations.
•    Serve as a primary customer advocate by addressing and resolving escalated customer and site issues, maintaining regular communication with customers and site leadership to support service excellence.
•    Collaborate with Business Development and IT teams to price new opportunities, onboard new customers, and support revenue growth initiatives.
•    Manage multiple concurrent projects, customer implementations, operational initiatives, site priorities, and network-wide changes using effective project and change management practices.
•    Manage and monitor network-wide key performance indicators and service standards to optimize operational performance and customer satisfaction.
•    Oversee order volume, capacity, inventory, and supplies to support efficient order fulfillment and an exceptional customer experience.
•    Prepare and lead weekly meetings with site managers and customers, ensuring required reports, performance updates, and follow-up actions are completed in a timely manner.
•    Lead training and operational support for new site launches, customer transitions, service issues, and new initiatives, providing onsite support and traveling as needed; perform other essential duties as assigned.
 

What Experience and Education You Need 
•    Associate's Degree preferred.
•    Proficient in Microsoft Office including Word and Excel.
•    Proficient with Warehouse Management Systems (WMS).
•    Ability to interpret human resources regulations, safety rules, operating and maintenance instructions, and procedures manuals.

What Could Set You Apart 
•    Preferred 5 years of supervisory experience.
•    Ability to manage supervisors and employees effectively.
•    Ability to work efficiently in a fast-paced, deadline-oriented environment.
•    Experience supporting e-commerce fulfillment, customer service, or multi-site distribution operations preferred.
•    Strong customer-facing experience with demonstrated business development and relationship management skills.
•    Proven ability to manage multiple projects, priorities, and stakeholders simultaneously.
•    Strong customer service mindset with the ability to build and maintain customer relationships.
•    Business development skills with the ability to identify and support growth opportunities.
•    Ability to negotiate, instruct, persuade, and reason with others.
•    Ability to mentor and support the development of subordinate employees.
•    Willingness to pursue professional growth and accept management development suggestions.
•    Change management experience is a plus, including leading process improvements, customer transitions, system implementations, or new site launches.

Physical Requirements:

•    Requires several hours per day of sitting, getting up and down from chairs, reaching, and/or bending.
•    Requires manual dexterity with normal hand and finger movements for typical office work, including the operation of computers, telephones, and similar equipment.
•    Requires ability to comprehend and communicate with others, verbally and/or in writing.
•    May require travel by automobile and airplane for business.
•    May require visits to warehouse operations in temperatures at or below freezing.
•    May require the occasional lifting, carrying, positioning, and/or moving of objects weighing up to 20 pounds. 

The Company's good-faith and reasonable estimate of the range of possible compensation at the time of posting for this position is $88,000 - $109,500.  Rate may vary based on work location.