Manager of Omnichannel Fulfillment Operations

Responsibilities

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.

VP, Chief Logistics Officer

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.

Performance Standards Development

• 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

Performance Monitoring / Improvement

• 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)

Technology / Reporting

• Be the primary business owner of systems and data variables that drive store and drop ship fulfillment. These include Rithum (formerly Commerce Hub), 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

Collaboration

• 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.

• Based in Dallas/Fort Worth, role will be housed in Coppell, TX
• Advanced MS Excel skills, intermediate MS Office (Power point, 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

We believe in taking care of our team. That's why we offer a comprehensive benefits package that goes beyond just health insurance (though we've got that covered too!). Here at The Container Store, we're passionate about helping you contain your health
, grow your career
, and find balance in your…