Logistics Fulfillment Manager

WSP•Merrimack, NH

About The Position

WSP is seeking a Logistics Fulfillment Manager for a role based in Concord, New Hampshire. The position leads inventory lifecycle, distribution, and reconciliation activities supporting a client’s transponder program, maintaining controlled and auditable fulfillment operations from inventory receipt and storage through customer assignment, packaging, shipment, return, replacement, reconciliation, and final disposition. The manager oversees fulfillment and inventory controls in accordance with client-approved business rules, operational standards, and contractual requirements. The role also provides functional direction and oversight for personnel and service providers performing inventory control, fulfillment, shipping, receiving, returns, testing, and reconciliation work; monitors quality, timeliness, inventory accuracy, and procedural compliance; and supports training, competency validation, cross-training, performance improvement, and corrective action. During implementation, the position supports requirements validation, workflow design, inventory setup, data migration, testing, training, operational readiness, cutover, and stabilization. The role is contingent on a future project victory.

Requirements

At least five years of inventory and logistics experience.
Experience with asset-tracking systems.
Must be authorized to work in the United States.

Responsibilities

Lead transponder fulfillment and inventory-control activities according to client-approved business rules, operational standards, and contractual requirements.
Oversee inventory receipt, storage, custody, transfer, assignment, activation, return, reuse, replacement, decommissioning, destruction, and final disposition.
Maintain complete, accurate, and auditable inventory records across warehouses, fulfillment operations, Walk-In Centers, distributors, and other authorized locations.
Reconcile inventory balances to purchase orders, receiving records, customer assignments, activations, sales, fees, deposits, refunds, returns, adjustments, write-offs, and financial records.
Monitor inventory levels, usage trends, reorder thresholds, availability, shrinkage, discrepancies, defective units, and forecasted demand; escalate risks and implement corrective actions.
Oversee fulfillment requests received through approved channels, including web, IVR, mail, mobile application, chat, courier, customer service representatives, and Walk-In Centers.
Ensure valid mail requests are fulfilled by close of business on the next business day and eligible in-person requests are fulfilled immediately, subject to inventory availability.
Validate account eligibility, available funds or payment methods, transponder status, serial numbers, and inventory availability before issuance.
Ensure new and replacement transponders are assigned to customer accounts and packaged with required protective materials, mounting hardware, instructions, notices, and return envelopes where applicable.
Maintain shipment records, carrier information, tracking numbers, delivery status, processing timestamps, and audit trails for fulfillment transactions.
Manage fulfillment exceptions, including duplicate requests, insufficient funds, unavailable inventory, bulk commercial orders, returned or undeliverable shipments, non-returned replacement devices, and required reissuance.
Track replacement transponder returns, document follow-up attempts, and ensure returned devices are inspected and categorized as reusable, defective, or non-recoverable.
Oversee periodic physical inventory counts, reconciliation, discrepancy investigation, documented adjustments, remediation, and audit support.
Maintain documented controls for chain of custody, segregation of duties, authorized access, inventory security, loss prevention, and accountability.
Coordinate the purchase, availability, maintenance, and use of transponder programmers and testing equipment.
Monitor transponder read performance, failure rates, aging, anomaly patterns, replacement activity, customer contacts, and effects on image-based toll processing.
Ensure decommissioned and destroyed transponders are disposed of through documented, verifiable, auditable procedures, including proof of destruction when a third party performs disposal.
Prepare and deliver required inventory, fulfillment, reconciliation, distributor, replacement, return, performance, disposal, shrinkage, and forecasting reports within required timeframes.
Monitor fulfillment timeliness and KPI or SLA exceptions, conduct root-cause analysis, and implement corrective and preventive actions.
During implementation, support requirements validation, workflow design, inventory setup, data migration, testing, training, operational readiness, cutover, and stabilization for fulfillment and inventory functions.
Coordinate with operations, customer service, finance, information technology, reporting, quality, mail and shipping providers, Walk-In Centers, distributors, and other authorized parties.
Maintain continuity of critical fulfillment activities through documented procedures, cross-training, backup coverage, and surge planning.
Perform other fulfillment and inventory-management duties required to meet approved operating procedures and contractual obligations.
Provide functional direction and oversight for personnel and service providers assigned to inventory control, transponder fulfillment, shipping, receiving, returns, testing, and reconciliation.
Monitor work quality, timeliness, inventory accuracy, adherence to approved procedures, and readiness to meet workload and service-level requirements.
Support training, competency validation, cross-training, performance improvement, and corrective action for fulfillment and inventory functions.