Retail Logistics Manager

Tilebar | Soho Studio LLC•Burlington, NJ

2d•$100,000 - $110,000•Onsite

About The Position

The Retail Logistics Manager serves as the warehouse-based logistics partner for TileBar’s nationwide showroom network. Based at TileBar’s NJ3 warehouse in Burlington, New Jersey, this role manages delivery follow-through, transportation coordination, carrier performance, and operational issue resolution for showroom and residential deliveries from shipping through final delivery. The manager works closely with showroom leaders, warehouse teams, transportation partners, Sales Operations, and Resolution Specialists to anticipate delivery issues, coordinate timely solutions, and build scalable processes that support new showroom openings and an exceptional customer experience. The position is fully onsite, combining office and warehouse-floor work, and includes travel to showrooms of up to 25%.

Requirements

At least 5 years of experience in warehouse operations, logistics, or distribution, including at least 2 years supporting sales, retail, or customer service teams; warehouse operations experience is required.
Working knowledge of truckload-to-pool, LTL, final-mile delivery, parcel services, freight claims, and carrier management, including selecting and managing regional carriers across multiple markets.
Proven ability to resolve shipment exceptions and operational escalations with timely, clear communication.
Experience coordinating across multiple locations, teams, and stakeholders.
Strong Excel or Google Sheets skills and experience using ERP, warehouse management (WMS), or transportation management (TMS) systems.
Bachelor’s degree in Supply Chain, Business, or a related field, or equivalent experience.
Strong ownership and follow-through, with the ability to manage priorities and drive operational issues to closure.
Sound judgment, root-cause problem solving, and the ability to make decisions under pressure.
Clear written and verbal communication with warehouse teams, field teams, carriers, and senior leaders.
Collaborative approach and a strong understanding of how shipments move from warehouse to carrier to job site.
Fully onsite at TileBar’s NJ3 warehouse in Burlington, NJ, with a mix of office and warehouse-floor time and the ability to walk the warehouse and inspect products and shipments.
Ability to travel up to 25% to showrooms, including to support new showroom openings.
Ability to support locations across multiple time zones, with occasional early or late availability during peak periods and delivery escalations.

Nice To Haves

Experience with tile, stone, flooring, building materials, or other heavy and fragile products.
Experience supporting expanding retail or showroom networks, building SOPs and corrective-action programs, and serving designer, contractor, or trade customers.

Responsibilities

Serve as the primary warehouse logistics contact for showroom leaders nationwide, providing delivery updates, action plans, and escalation support.
Hold regular check-ins to review open deliveries, transportation issues, and upcoming needs; train showroom teams on delivery scheduling and return procedures.
Partner with new showroom opening teams on delivery zones, carrier setup, sample and display logistics, and launch readiness.
Monitor showroom and residential deliveries from shipping through final delivery across truckload-to-pool, LTL, final-mile, and parcel services.
Coordinate with transportation teams and carriers to confirm delivery timing, service requirements, site access, and inside delivery arrangements; resolve missed pickups and delivery failures.
Partner with Transportation to select regional, LTL, final-mile, and white-glove carriers by market, and manage showroom delivery performance, service levels, damage trends, and corrective actions.
Coordinate approved priority shipments, shortages, and damage replacements; confirm realistic shipping commitments and track shipments through completion.
Review Ship Review batches to confirm products are assigned appropriate transit modes, and assess packaging, pallet quality, and handling practices to reduce damage.
Manage authorized returns from carrier pickup through warehouse receipt and inspection, documenting condition and damage and providing information for freight claims and credits.
Lead operational follow-through on late, damaged, short, or incorrect shipments, providing the designated case owner with confirmed status, an action plan, an accountable party, and the next update time.
Partner with Resolution Specialists, who own client resolution cases and related claims, credits, refunds, or goodwill within approval limits, and Sales Operations Specialists, who own order administration and system updates.
Provide timely updates that showroom teams can share with designers, contractors, and homeowners, and participate directly in sensitive client conversations when needed.
Coordinate warehouse and transportation actions and escalate at-risk commitments to the VP of Logistics & Trade.
Execute replacements and other remedies within established approval processes and delegated authority.
Identify root causes of recurring delivery issues and client feedback trends, and implement corrective actions to reduce repeat problems, avoidable replacements, expedited freight, and repeat handling.
Build and maintain standard operating procedures, logistics playbooks, and escalation paths that scale with showroom growth.
Track and report on on-time, in-full delivery, carrier performance, shipment damage, exception response times, avoidable freight costs, and showroom leader satisfaction.
Provide the VP of Logistics & Trade with summaries of open issues, trends, and actions by showroom; recommend carrier, system, and workflow improvements.