Fulfillment Manager

Sonwil; Buffalo (NY); On-site; USD 75,000 - 105,000; Full time

Job summary

Sonwil in Buffalo, NY is seeking a Facility Manager, Fulfillment to lead daily fulfillment operations, oversee receiving, inventory control, picking, packing, shipping, and customer account requirements, and drive accuracy, productivity, and safety.

You will manage staffing, equipment, and workflows, monitor KPIs, implement process improvements, coach supervisors, and partner with leadership to achieve service levels and cost controls.

Qualifications

• Bachelor’s degree preferred; equivalent combination of education/experience considered.
• Minimum of five years of management experience in a fast-paced fulfillment, distribution, or warehouse environment.
• Experience onboarding new accounts, scaling processes, and supporting business growth within fulfillment/distribution.
• Demonstrated ability to solve operational problems, improve throughput, and achieve consistent results.
• Experience developing, tracking, and managing KPI metrics related to productivity, quality, inventory accuracy, safety, and service levels.
• Experience implementing or managing Lean operating disciplines is preferred.
• Knowledge of food safety, GMP, OSHA standards, or certified warehouse operating environments is preferred.

Responsibilities

• Provide leadership and oversight for daily fulfillment activities (receiving, staging, picking, packing, inventory control, shipping).
• Plan labor requirements, shift coverage, and work assignments based on order volume and priorities.
• Align staffing, equipment, and workflows to support volumes and peak periods.
• Monitor performance against KPIs, quality, safety, and service requirements.
• Lead root cause analysis and corrective action planning for issues.
• Develop and maintain SOPs and performance standards for fulfillment execution.

Skills

Leadership

Team management

Coaching & mentoring

Employee development

KPI management

Cross-functional collaboration

Communication

Education

Bachelor’s degree in business, supply chain, logistics, operations management, or related field

Job description

Job title

Facility Manager, Fulfillment

Reports to

Director of Operations

Pay class

Regular Full Time

Job purpose

The Facility Manager, Fulfillment is responsible for leading assigned fulfillment operations and ensuring the safe, accurate, efficient, and quality-focused execution of receiving, inventory control, order fulfillment, shipping, and customer account requirements. This role provides operational oversight of people, processes, systems, and resources to meet service expectations, maintain inventory accuracy, achieve productivity goals, and promote a culture of accountability, compliance, and continuous improvement.

Duties and responsibilities

Operational Leadership

• Provide leadership and oversight for daily fulfillment activities, including receiving, staging, picking, packing, inventory control, shipping, and related operational support.
• Plan labor requirements, shift coverage, and work assignments based on order volume, service commitments, and operational priorities.
• Align staffing, equipment, materials, space utilization, and workflow layouts to support daily volume, peak periods, and changing fulfillment needs.
• Oversee the effective use of warehouse management systems, fulfillment technology, scanning processes, and system-driven workflows to support accuracy and visibility.

Performance, Quality, and Continuous Improvement

• Monitor, analyze, and report performance against fulfillment KPIs, productivity targets, quality standards, safety metrics, and customer service requirements.
• Identify and implement process improvements that increase productivity, reduce errors, improve throughput, and strengthen service performance.
• Lead root cause analysis and corrective action planning for quality errors, safety incidents, missed service levels, process breakdowns, and recurring operational issues.
• Develop and maintain procedures, staffing practices, training standards, and performance expectations that support consistent, quality-focused fulfillment execution.

Inventory, Customer, and Account Support

• Maintain inventory accuracy through effective cycle count execution, discrepancy resolution, and inventory control practices.
• Ensure customer-specific service levels, order accuracy standards, shipping deadlines, reporting requirements, and account expectations are consistently achieved.
• Serve as the primary point of escalation for operational issues, service failures, inventory discrepancies, safety concerns, and customer-impacting matters.
• Support new account onboarding in collaboration with Sales and Operations and maintain professional relationships with current business partners.

Team Leadership and Accountability

• Establish expectations for supervisors and team members and hold personnel accountable to productivity, quality, safety, attendance, and performance standards.
• Develop fulfillment team members through structured onboarding, ongoing coaching, performance feedback, goal planning, and professional development activities.
• Conduct counseling and performance discussions, administer disciplinary action, complete performance appraisals, and document follow-up conversations for fulfillment personnel, as appropriate.
• Promote a work environment focused on accountability, consistency, safety, service excellence, and continuous improvement.

Cross-Functional Coordination, Compliance, and Cost Control

• Partner with the Director of Operations and senior leadership to execute fulfillment strategies, achieve operational goals, and deliver measurable results.
• Collaborate with cross-functional departments to resolve issues, align priorities, improve workflows, and support operational execution.
• Coordinate with transportation providers, parcel carriers, vendors, and internal transportation teams to support timely and accurate outbound shipping.
• Monitor labor, overtime, supplies, equipment usage, and other operating costs to support productivity, profitability, and budget objectives.
• Promote and enforce safety policies and procedures to protect team members, visitors, customers, equipment, inventory, and company property.
• Ensure compliance with applicable federal, state, and local requirements related to warehousing, material handling, shipping, GMP, food safety, and OSHA standards.
• Maintain current knowledge of fulfillment operations, industry practices, safety standards, and leadership methods through training and professional development.

Qualifications

• Bachelor’s degree in business, supply chain, logistics, operations management, or a related field is preferred; an equivalent combination of education and experience may be considered.
• Minimum of five years of management experience in a fast-paced fulfillment, distribution, or warehouse environment, including high-volume SKU operations across multiple product types or industries.
• Experience onboarding new accounts, scaling processes, and supporting business growth within a fulfillment or distribution environment.
• Demonstrated ability to solve operational problems, improve throughput, and achieve consistent results in a dynamic work environment.
• Demonstrated ability to develop, implement, and maintain SOPs that support quality, efficiency, accuracy, safety, and service performance.
• Experience developing, tracking, and managing KPI metrics related to productivity, quality, inventory accuracy, safety, and service levels.
• Experience implementing or managing Lean operating disciplines is preferred.
• Knowledge of food safety, GMP, OSHA standards, or certified warehouse operating environments is preferred.
• Ability to evaluate the business impact of operational decisions and identify opportunities for process improvement and team development.
• Proven ability to lead teams in an environment focused on accountability, performance standards, and continuous improvement.
• Strong leadership, coaching, training, mentoring, and employee development skills.
• Proven ability to collaborate effectively with management peers, cross-functional partners, customers, and business stakeholders.
• Excellent written and verbal communication skills.
• Demonstrated commitment to service excellence, operational accuracy, safety, and customer satisfaction.

Safety Requirements

• Comply with all posted safety requirements and company safety policies while in operational areas.
• Wear required hearing protection in designated areas.
• Wear closed-toed shoes while in warehouse, fulfillment, or other operational areas.
• Wear a safety vest and any other required personal protective equipment as directed by company policy, customer requirements, or site-specific procedures.

Physical requirements

• Ability to stand, walk, and move throughout the facility for extended periods during the assigned shift.
• Ability to bend, reach, climb, and perform other physical movements required in a warehouse and fulfillment environment.
• Ability to lift, carry, push, or pull up to 50 pounds, as operationally required.

Direct reports

Directly supervises the Operations Manager and Fulfillment Supervisors; provides overall leadership oversight for fulfillment team members, as applicable.