Senior Manager, Customer Fulfillment

Prelude Growth; Los Angeles (CA); On-site; USD 130,000 - 180,000; Full time

Job summary

Prelude Growth seeks a Senior Manager of Customer Fulfillment in Los Angeles to oversee end-to-end order movement across fulfillment channels, manage 3PL partners, ensure retailer compliance, and improve processes.

You will monitor performance, optimize shipping schedules, leverage ERP/WMS systems, and build reports to drive on-time delivery and cost efficiency. This role requires 6+ years in fulfillment and strong vendor management.

Qualifications

• 6+ years of experience in Fulfillment, Warehouse, or Operations management.
• Based in Los Angeles, CA.
• Experience with ERP, WMS, order management, retailer portals, and reporting systems.

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, 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.
• 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.
• 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.

Skills

Third-party warehouses

Cross-functional projects

Wholesale & retail fulfillment

EDI & routing guides

Chargeback management

Excel & reporting

Vendor management

Problem solving

Attention to detail

Communication

Tools

SAP

Job description

About the Role

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.

Retailer Compliance

• 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.