Retail Operations Manager – Home Centers
About The Position
Fencing Supply Group (FSG) is a national distributor of fence and building products, backed by The Sterling Group. We're headquartered in Atlanta and serve professional contractors, home centers, and end-users through branches and DCs across the country. We are seeking a highly organized, execution-focused Retail Operations Manager to support and grow our strategic home improvement retail business, with an immediate focus on a major national retail customer. This role will lead the day-to-day operational execution of our national home center retail business, including direct leadership of a small customer service/operations team (n=2) supporting order execution, customer service, and special-order management. This is an ideal opportunity for someone who thrives in a fast-paced environment, loves solving operational problems, and enjoys coordinating across sales, supply chain, IT, and customer support.
Requirements
- 4–8+ years of experience in: Retail operations, Customer supply chain, Account operations, Sales operations, Vendor operations, Customer service leadership
- Experience supporting major retailers preferred: Lowe’s, Home Depot, Ace, Tractor Supply, Similar big-box / home improvement retailers
- Experience with store-direct fulfillment models
- Vendor/supplier-side retail experience
- Power BI / reporting experience
- ERP familiarity (Infor, SAP, Oracle, similar)
- Home improvement / building products experience
- Logistics
Responsibilities
- Monitor store-level inventory, in-stock performance, replenishment, and product availability across a national retail network
- Identify and resolve stockout risks, fulfillment gaps, and execution issues before they impact sales
- Track and manage open orders, shipment exceptions, and service-level performance
- Partner with supply chain teams to improve fill rates, replenishment responsiveness, and inventory positioning
- Lead and develop a small retail customer operations team responsible for day-to-day customer service, order management, and special-order execution for major home center accounts
- Establish clear roles, priorities, performance expectations, and service standards across the team
- Ensure timely and accurate handling of customer inquiries, order changes, special-order requests, returns, and issue resolution
- Improve team workflows, escalation paths, and operational discipline to support scalable growth
- Partner closely with account management, supply chain, and branch operations to ensure strong customer execution
- Identify automation and process improvement opportunities to reduce manual work and improve responsiveness
- Manage day-to-day operational interactions with retail customer systems, including EDI/order flow monitoring
- Identify, escalate, and resolve order transmission failures, invoice exceptions, fulfillment issues, and system defects
- Coordinate with internal IT, customer service, and operations teams to resolve recurring process breakdowns
- Support eCommerce / direct fulfillment operational workflows as needed
- Build and maintain dashboards and reporting to monitor: in-stock performance, open orders, fill rates, OTIF/service levels, exception management, inventory health
- Analyze trends and identify root causes of performance issues
- Prepare weekly operational scorecards for leadership review
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
