Senior Manager, Customer Fulfillment

Summer Fridays, LLC; Los Angeles (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

Summer Fridays, LLC is seeking a Senior Manager of Customer Fulfillment to oversee efficient order flow from receipt to delivery across fulfillment channels in the Los Angeles area. You will manage 3PL and transportation partners, ensure retailer compliance, and drive process improvements to boost fulfillment performance.

This role emphasizes cross-functional collaboration with Finance, IT, and operations, with a focus on order accuracy, timely shipping, and scalable onboarding of retailers and

Qualifications

• 6+ years of experience in Fulfillment, Warehouse, or Operations management.
• Must be based in Los Angeles.
• Experience with 3PL and retailers is preferred.
• Strong organizational, analytical, and problem-solving skills.

Responsibilities

• Oversee daily order fulfillment to ensure orders are processed, packed, and shipped accurately and on time.
• Monitor open orders, backorders, inventory availability, shipment exceptions, and order aging.
• Prioritize shipments based on retailer requirements and product launches.
• Manage third-party warehouse performance, service levels, and operational issues.
• Develop holiday schedules, order cutoffs, and shipping deadlines.
• Ensure orders comply with retailer routing guides, labeling requirements, delivery windows, EDI standards, and appointment procedures.
• Maintain current retailer shipping and compliance requirements.
• Monitor and investigate chargebacks, shortages, routing violations, labeling errors, and late shipments.
• Coach warehouse and internal teams to correct recurring compliance issues.
• Support the operational onboarding of new retailers and wholesale customers.
• Own the order management processes that support fulfillment operations, partnering with IT/Ops on improvements and integrations.
• Support EDI onboarding, testing, and environment issues that may impact fulfillment.
• Build and maintain reporting to track order accuracy, fulfillment speed, and progress.
• Identify inefficiencies in current fulfillment workflows and lead improvement initiatives from concept through implementation.

Skills

Vendor management

Excel & analytics

Logistics coordination

EDI & routing guides

Cross-functional collaboration

Tools

SAP

WMS

ERP

Order management systems

Job description

The Senior Manager of Customer Fulfillment oversees the efficient and accurate movement of customer orders from receipt through delivery across fulfillment channels. This role manages 3PL and transportation partners, ensures retailer compliance, improves operational processes, and monitors fulfillment performance.

Responsibilities

Fulfillment Operations

• Oversee daily order fulfillment to ensure orders are processed, packed, and shipped accurately and on time.
• Monitor open orders, backorders, inventory availability, shipment exceptions, and order aging.
• Prioritize shipments based on retailer requirements, requested ship dates and product launches.
• Manage third-party warehouse performance, service levels, and operational issues.
• Develop holiday schedules, order cutoffs, and shipping deadlines.
• Ensure orders comply with retailer routing guides, labeling requirements, delivery windows, EDI standards, and appointment procedures.
• Maintain current retailer shipping and compliance requirements.
• Monitor and investigate chargebacks, shortages, routing violations, labeling errors, and late shipments.
• Coach warehouse and internal teams to correct recurring compliance issues.
• Support the operational onboarding of new retailers and wholesale customers.

Systems, Process & Reporting

• Own the order management processes that support fulfillment operations, partnering with IT/Ops on improvements and integrations.
• Support EDI onboarding, testing, and environment issues that may impact fulfillment.
• Build and maintain reporting to track order accuracy, fulfillment speed, and progress.
• Identify inefficiencies in current fulfillment workflows and lead improvement initiatives from concept through implementation.

Cross-Functional Partnership

• Communicate daily with internal teams, sharing updates, delays, and issue resolutions to maintain fulfillment visibility.
• Support and collaborate with Finance and Accounting teams on all invoicing, chargeback, or fulfillment-related charges or deductions.

Qualifications

• 6+ years of equivalent professional experience in Fulfillment, Warehouse, or Operations management – preferably in Beauty, Skincare/Cosmetics.
• Must be based in Los Angeles.

Required Skills

• Experience managing third-party warehouses, carriers, and cross-functional projects.
• Knowledge of wholesale and retail fulfillment, routing guides, EDI, and chargeback management.
• Experience with ERP, WMS, order management, retailer portals, and reporting systems - SAP preferred.
• Exceptionally organized, detail-oriented, and proactive.
• Strong Excel, analytical, problem-solving, communication, and vendor-management skills.