The Fulfillment Centre Manager is responsible for the complete operation of a multi-shift fulfillment center(s) - this position is accountable for the management and performance of the FC location(s) in a safe, efficient, cost effective, manner while maintaining high associate engagement and customer satisfaction levels.
This role ensures all orders and deliveries to Staples NAD customers are performed according to time, safety, efficiency and accuracy standards.
Responsibilities also include; coaching and managing associates to high performance standards and recognizing individual and team success.
Oversee all facets of the operation to ensure products get properly picked, packaged, loaded and ready for the delivery team to deliver and meet the customer’s expectations while achieving the performance goals and objectives set for the assigned location(s)
Act as a change agent by analyzing and making improvement recommendations to established processes and procedures in both warehouse and delivery operations to support the optimization of the Supply Chain network
Read, understand and analyze daily, weekly, and monthly operational reports; use reports to evaluate department’s performance;
compute figures to accurately plan / adjust headcount to meet department’s objectives
Develop productivity & accuracy standards and follow-up to ensure acceptable quality control standards are met
Ensure that associates are trained on safe work practices
Ensure that those safe work practices are followed to support a safe work environment
Liaise with all Sales Leaders / call centers / customer care / merchandising leaders to ensure timely notification of service disruptions, operational barriers that may impact the customer experience, as well as liaise and plan for seasonal volume increases / decreases accordingly;
serve as a resource to other NAD operations management associates to resolve delivery problems
Evaluate and develop operational policies and procedures to ensure the most efficient and effective processing of customer orders;
control of damages, errors and mis-picks; and excellence in customer service levels
Analyze projected sales and plan for adequate staffing and equipment
Monitor facility technical needs are adequately and maintain equipment to ensure operational readiness
Develop and mentor direct reports to be capable of executing operational goals while motivating, coaching and counseling associates to attain optimum performance, productivity levels, and associate engagement
Conduct timely and valuable performance reviews; ensure communication and teamwork among staff to aid in the accomplishment of the department objectives
Plan and provide for continued on the job training for all FC associates
Ensure that all Company and HR policies and practices are communicated to associates and practiced consistently (i.e. NAD Attendance Policy, Return to Work programs, Health & Safety policies etc)
Enforce conformity with all governmental guidelines and provincial laws
Monitor in-stock position and react to inventory needs to ensure standards are met; develop and maintain inventory / security controls to prevent shrinkage and shortages;
conduct semi-annual inventories and report results
Act as a Corporate Citizen, representing the FC and Staples in a positive and professional manner. Responsible for customer facing, giving tours, and acting as point person for the FC to guests and visitors
Primarily working in a fulfillment centre with exposure to cold and heat
Bachelor’s Degree or higher in a related discipline (i.e. logistics, engineering or business) or work equivalent required
5 to 10 years of progressive experience in warehouse and delivery operation
Minimum 5 years’ experience at management level
Strong knowledge of Health & Safety including Occupational Health & Safety legislation and regulations for industrial establishments, hazard recognition, material handling equipment, personal protective equipment, machine guarding and electrical equipment
Excellent leadership, interpersonal, and communication skills required
Strong analytical abilities and detail-oriented
Must have the ability to provide guidance and work direction to motivate others and maintain improved operational performance and associate engagement levels
High degree of experience and comfort with various warehouse and delivery technologies (pick-to-voice, barcode technologies, GPS, POD, etc.)
Possess a sense of urgency required in a deadline driven environment and ability to prioritize appropriately
Education in the following fields Supply Chain Management, Engineering, Finance, Accounting or other business certificates / degrees
Staples is committed to providing accommodation to people with disabilities throughout the job application and interview process to the point of undue hardship.
If you require an accommodation during the application or interview process, please contact a Customer Care Representative at 1-866-782-7537.