Manager of Omnichannel Fulfillment Operations

The Container Store•Coppell, TX

48d

About The Position

Build, monitor, and optimize logistics and fulfillment processes to create a seamless customer experience across store and drop-ship fulfillment channels. This role involves partnering across the organization to measure and influence Key Performance Indicators including ship speed, shipping accuracy, fill rates, and damage performance. The focus is on ecomm fulfillment sources including drop-ship, store BOPIS, and store shipping. This is a full-time, salaried, exempt position with no direct reports initially. Established in 1978, The Container Store has grown to be the leading specialty retailer of storage and organization products in the United States and the only national retailer solely devoted to the category. We provide creative, multifunctional, customizable storage and organization solutions that help our customers save time, save space and improve the quality of their lives. We foster a culture built around our Foundation Principles, which define how we approach our relationships with our employees, vendors, customers and communities and influence every aspect of our business.

Requirements

Based in Dallas/Fort Worth, role will be housed in Coppell, TX
Advanced MS Excel skills, intermediate MS Office (Powerpoint, Word) required
Min 5 years experience with ad hoc data pulls and manipulation
Min 5 years experience documenting processes
Min 5 years experience in store fulfillment, buying, ecommerce, or merchandising required
College degree in supply chain, industrial engineering, or related field, or equivalent work experience
Ability to travel 10% a year, based on the business needs
Ability to flex work hours based on changing business needs
Ability to communicate clearly and effectively in a professional manner, both orally and in writing, at all levels within and outside the organization
Ability to prioritize effectively
Demonstrated passion to learn / research / understand

Responsibilities

Recommend updates to published performance standards and vendor agreements
Recommend updates to enforcement mechanisms, including vendor compliance and incentive programs
Ensure Corporate Customer Service policies are aligned with Vendor and store expectations / training
Ensure proper on-boarding of new vendors and stores, including configuration and training
Measure performance against expectations, identify and prioritize improvement opportunities, understand root cause, influence adoption of positive changes to result in those improvements, work directly and indirectly with vendors and stores / store leadership.
Escalate ongoing performance issues as appropriate
Act as subject matter expert on store and drop ship fulfillment processes
Ensure Customer Service has appropriate access and training on tools designed to identify and resolve issues with specific orders (Customer Service focuses on all order-specific issues and customer contact; this role focuses on reducing the number of issues over time)
Be the primary business owner of systems and data variables that drive store and drop ship fulfillment. These include Rithum (formerly CommerceHub), proprietary Order Management Systems, and store order processing systems
Develop ad hoc reporting to support research
Design and execute enterprise reporting focused on fulfillment performance goals
Collaborate frequently across Drop-ship Business/ Buyers, Vendors, Store Leadership, Customer Service, Transportation, Technology / Reporting, Logistics partners
Managing day-to-day relationships with dropship vendors, including questions on invoicing, operational requirements
Occasionally act as subject matter expert in support of escalated Customer Service issues.

Benefits

Competitive health, dental, and vision plans to keep you and your loved ones well.
401(k) retirement savings plan with optional investment guidance and assistance offered through Fidelity.
Unique "1equals3" website for easy access to your benefits information and company updates.
Competitive sick pay and PTO plan to ensure you can take time off to recharge and come back feeling your best.
Basic life insurance, disability insurance options, accident insurance, critical illness insurance, hospital indemnity insurance and flexible spending accounts (FSAs).
Considerate parental leave policies, adoption and surrogacy assistance, and fertility & maternity support program.
Paid holidays, gym membership discounts, and a qualified transportation benefits program to save on commutes.
Enjoy a hefty discount on our amazing products, including merchandise, custom spaces, and services, gift cards, and pet insurance (because fur-babies matter!).
We honor our employees with service awards and retirement gifts, celebrate those who exemplify our core principles, and recognize exceptional daily contributions.
Participate in our Employee Resource and Affinity Groups and help guide how we give back to the community, while having a space to connect, support one another, and celebrate cultural heritages.
We offer a fun and collaborative work environment where you can learn, grow, and make a real difference.