Manager, Ecommerce Fulfillment

The Manager, eCommerce Fulfillment, will play a critical role in leading and optimizing our order fulfillment processes to ensure that service levels are maintained for both internal and external customers. This position requires a strong background in eCommerce operations, exceptional leadership skills, and a keen focus on customer satisfaction.

Leading and developing a team which includes Call Centre, Account Representatives, and Logistics Coordinators, the Manager, eCommerce Fulfillment, will develop strategies, training, and procedures to effectively manage Employees, Distribution Centres, Agents, and Carriers to adhere to their service level agreements for all lanes across Canada.

**Key Responsibilities**
- Oversee and supervise day-to-day operations for eCommerce Fulfillment workflow, from order receipt to shipment and delivery.
- Collaboration with cross-functional teams including Agents and Carriers to integrate fulfillment processes and systems for efficient order flow to meet business goals and objectives and optimal customer satisfaction achievement
- Manage, track, and resolve Customer Related Escalations
- Responding to customer service issues in a timely manner.
- Establish, develop, and maintain relationships with key partners to optimize transportation routes, reduce costs and improve delivery service levels.
- Build and lead a high-performing eCommerce fulfillment team, providing guidance, coaching and mentorship to team members
- Set clear performance expectations and provide regular feedback to drive individual and team growth
- Foster a positive work environment that encourages teamwork and innovation
- Develop and track key performance indicators (KPIs) to measure fulfillment performance, including order accuracy, on-time delivery, and fulfillment across all departments and key partners
- Analyze data and generate reports to provide insights into fulfillment operations and identify areas for improvement.
- Implement continuous improvement initiatives based on data -driven analysis and industry benchmarks.
- Ensure standard processes and procedures are followed and communicated
- Understand and maintain work priorities
- Follow all safety guidelines and always use appropriate PPE
- Additional tasks and duties may be assigned as needed to support the company’s objectives

**Skills / Experience / Required Qualifications**
- Bachelor's degree in Supply Chain Management, Operations, Business Administration, or relevant field.
- At least 5 years of experience in eCommerce fulfillment, warehouse management, or supply chain operation.
- Proficient in using warehouse and order management systems, and other relevant software.
- Strong analytical and problem-solving skills with a data driven approach.
- Excellent leadership, communication, and interpersonal skills, including conflict resolution, to collaborate effectively across teams and key partners.
- Results oriented mindset with a focus on customer satisfaction and operational excellence
- Proven ability to manage a varied team with in-house, remote or hybrid assignments
- Outstanding written and verbal communication skills.
- Strong knowledge of Outlook, Excel & Microsoft Office, and customer service software.
- Ability to communicate in French - read and write - an asset

**About**:
Alero Worldwide is dedicated to providing quality relocation and distribution services to both commercial clients and retail customers via our family of brands. Our company handles all aspects of relocation including household goods packing, moving and storage, to all local, long distance and international destinations. In addition, our company offers a full roster of third-party logistics solutions such as freight, warehousing and deluxe in-home delivery. With branches in the Greater Toronto Area, Winnipeg, Regina, Edmonton and Calgary, Alero Worldwide is a proudly Canadian company that has exceeded customer expectations since 1991. At Alero Worldwide, we are passionate about delivering quality services, to every customer, without exception