Fulfillment Manager

eGourmet Solutions is a National Fulfillment and Logistics Company specializing in the E-Commerce business of frozen, refrigerated and dry perishable goods. We're looking for an experienced Fulfillment Manager to join our team. This position requires a positive and motivated candidate to manage the many facets of a high volume facility. Great communication skills, ability to multi-task, prioritize and anticipate potential issues are key. Responsibilities Fulfillment Operations & Performance
• Lead daily fulfillment operations, including picking, packing, staging, shipment preparation, and order prioritization to meet service level agreements and customer commitments.
• Own daily workflow and labor planning by analyzing volume, staffing availability, achievable output, productivity, overtime, and client priorities.
• Own medium
- and long-term staffing planning, including anticipated labor needs, scheduling, performance expectations, and operational capacity.
• Monitor fulfillment KPIs, productivity, quality, labor costs, and service performance; identify trends and implement corrective or continuous improvement actions.
• Own fulfillment-related Code Red investigations, determine root cause, and develop or approve corrective and preventive actions (CAPA).
• Own material counts and forecasts, investigate discrepancies, and identify current and anticipated material needs.
• Own recommendations for future operational needs, including warehouse layout, scheduling, vendors, equipment, staffing, and facility requirements. Leadership & Personnel
• Lead, coach, and develop Fulfillment Supervisors, Leads, Associates, and assigned personnel while promoting accountability, teamwork, safety, and continuous improvement.
• Own personnel accountability, including expectations, training, coaching, performance feedback, evaluations, employee development, and formal counseling in partnership with HR and leadership as appropriate.
• Support hiring, onboarding, cross-training, retention, and succession planning.
• Directly manage the Office Manager, including expectations, coaching, accountability, and performance oversight.
• Remain closely attuned to team morale and workplace dynamics and proactively address or escalate conflict, disengagement, or performance concerns. Customer, Inventory & Cross-Functional Support
• Partner with Inventory, Receiving, Shipping, Quality, Customer Success, Finance, and Operations to maintain service levels, inventory accuracy, customer satisfaction, and operational efficiency.
• Ensure customer orders, product handling, lot control, FIFO/FEFO rotation, and customer-specific operating procedures are completed accurately.
• Monitor inventory shortages and fulfillment errors and ensure issues are communicated and resolved proactively.
• Support customer onboarding, fulfillment implementation requirements, and resolution of client service issues.
• Own warehouse space organization and planning, including floor layouts, product flow, and pick-location planning.
• Own facility condition within assigned site leadership responsibilities, including coordinating repairs and projects and communicating status to the Leadership Team.
• Own initial IT hardware troubleshooting and coordinate escalation or repair when issues cannot be resolved on site. Safety, Food Safety & Compliance
• Own personnel safety by ensuring OSHA and company safety requirements are consistently followed, safe equipment practices are maintained, and incidents, hazards, or significant concerns are addressed or escalated.
• Own site-level food safety performance and execution, ensuring applicable EGS, USDA, FDA, GDP, sanitation, quality, and company requirements are followed.
• Ensure product integrity, traceability, allergen controls, lot control, temperature requirements, FIFO/FEFO rotation, and required food safety documentation are maintained.
• Serve as the escalation point for supervisor-identified non-conformances and approve corrective/preventive actions before closure.
• Own inspector and auditor visits, including coordination, on-site support, follow-up, and communication of required actions.
• Own SOP execution and ensure required procedures are completed accurately and within established timelines.
• Ensure site-level compliance with SQF Storage & Distribution requirements and serve as the SQF Practitioner or designated backup when assigned.
• Participate in management review and required food safety, safety, and compliance training. Knowledge, Skills & Abilities
• Strong leadership, employee development, communication, and interpersonal skills.
• Strong analytical and problem-solving abilities with a customer-service and operational focus.
• Excellent organizational and time-management skills with the ability to manage multiple priorities in a fast-paced environment.
• Moderate-level proficiency in Microsoft Office Suite and the ability to use operational reporting and warehouse systems effectively.
• Ability to collaborate across departments while maintaining ownership and accountability for site and fulfillment performance. Physical Requirements
• Ability to work in warehouse, cooler, and freezer environments.
• Ability to stand, walk, bend, and occasionally lift up to 50 pounds.
• Ability to safely operate warehouse equipment following required training and certification. Key Performance Indicators (KPIs)
• Order Accuracy and On-Time Shipment
• Lines Picked / Units Processed per Labor Hour
• Labor Cost and Overtime
• Customer Service Level Achievement
• Inventory Accuracy Impact and Product Damage
• Food Safety and Safety Compliance
• Employee Retention, Engagement, and Productivity Qualifications
• At least one year of warehouse management fulfillment experience.
• Working flexible hours to accommodate completion of daily assignments including some weekends if necessary.
• Forklift certification.

What We Offer
• Competitive salary and commensurate with experience.
• We believe in taking care of our employees both professionally and personally. Our competitive benefits package includes comprehensive Medical, Dental, and Vision coverage, HSA/FSA options, Life and Disability Insurance, a 401(k) retirement plan, and additional programs designed to support your health, financial security, and overall well-being. Plus, we're always looking for new ways to invest in our team.
• Opportunities for professional growth and development.
• A dynamic and supportive work environment focused on innovation and improvement.