Job Description

Order Fulfillment Manager

Location: Richmond, CA

Job Type: Full-Time, Direct Hire

Schedule: Hybrid – 4 days onsite, 1 day remote (preferred Fridays remote)

Hours: 8:00 AM – 5:00 PM PST

What You’ll Do

• Lead, coach, and manage a team of 8 across two geography markets.
• Provide hands-on leadership with clear expectations, KPIs, and frequent performance check-ins.
• Guide development, training programs, and ongoing team performance—including managing PIPs when needed.
• Maintain a calm, steady leadership presence, especially during complex or high-pressure situations.
• Build a culture focused on collaboration, innovation, solution orientation, and accountability.
• Supervise daily workflow, schedules, and overtime approvals.
• Ensure timely and accurate processing of customer orders within strict lead times (5–21 days).
• Track and manage container shipping timelines and logistics requirements.
• Troubleshoot issues, escalate when appropriate, and enforce operational standards.
• Support customer accounts directly as backup during staff absences.
• Evaluate processes and implement improvements, especially during upcoming ERP transition (Just Foods → Microsoft Dynamics).
• Oversee communication and task management using Asana.
• Build and maintain strong relationships with 17–20 long-term, high-revenue customers.
• Conduct monthly customer calls—including early morning calls with Europe and Middle East clients.
• Ensure high retention and customer success while partnering closely with Sales.
• Serve as the escalation point for complex or urgent customer needs.
• Collaborate with Sales, Supply Chain, Operations, Logistics, and Accounting.
• Partner to improve forecasting accuracy, service delivery, and cross-department workflow.
• Maintain and enhance dashboards and visual reporting (Power BI).
• Monitor KPIs and drive data-informed decision-making.
• Complete and deliver scorecard reporting on schedule.
• Lead onboarding, ongoing training, and cross-training initiatives.
• Strengthen team knowledge, agility, and overall performance.
• Ensure adherence to company policies and state/federal regulations.

Must-Have Qualifications

• 5+ years experience in Account Management and/or Customer Service.
• 5+ years people leadership experience (3+ direct reports; 5+ total team size).
• Strong decision-maker with excellent judgment and escalation awareness.
• Proven experience leading in fast-paced environments with high-volume order activity.
• Exceptional relationship-building abilities with long-term customer accounts.
• Strong problem-solving mindset with high emotional intelligence and calm composure.
• Experience working with supply chain and/or food industry customers (preferred).
• Strong Excel capabilities (complex formulas, pivot tables).
• Experience overseeing Sales Reps or Account Reps.
• Strong multitasking skills; ability to maintain team morale during chaotic or rapidly changing situations.

Preferred Skills

• Advanced Excel (pivot tables, data modeling).
• 2+ years ERP experience; exposure to system transitions strongly preferred.
• Power BI or similar visualization experience.
• Proficiency in Microsoft Office Suite.

Interview Process:

• 1st Round - In-Person
• Assessment
• 2nd Round - Virtual or In-Person depending on interviewers' availability.
• Case Study Presentation

Equal Opportunity Employer/Veterans/Disabled

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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act

• Los Angeles City Fair Chance Ordinance

• Los Angeles County Fair Chance Ordinance for Employers

• San Francisco Fair Chance Ordinance

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