Manager, Omni-Channel Fulfillment & Warehouse Operations

Riptide is Canada's top-rated fulfillment and 3PL partner serving E/retailers and wholesalers with a specialized focus in the Canadian decorative plumbing and home improvement sectors. Riptide’s deep understanding of the market’s unique needs cultivates strong and lasting partnerships with world class manufacturers while allowing for an unparalleled fulfillment and customer experience. Riptide’s partners rely on our team to seamlessly and reliably inventory, process, fulfill and immediately deliver product – with the manufacturer’s brand integrity and customer satisfaction top of mind at each step.

Riptide Fulfillment’s core values center on people and partnerships, through the supporting tenets of Fairness and Caring, Trust and Respect, Generous Listening, & Straight Talk.

Location: Milton Ontario, On Site Mandatory

Reports To: General Manager

Direct Reports: 5

Role Overview

The Manager, Omni-Channel Fulfillment & Warehouse Operations is a hands-on, roll up the sleeves role that owns the end-to-end execution of high performance order fulfillment for Riptide’s e-commerce, wholesale, drop-ship and 3PL partners.

This role is responsible for delivering e-tail-grade fulfillment demands, meeting strict e-tailer SLAs (Amazon, Wayfair, Rona, etc) and ensuring same-day, high-accuracy order execution.

The role is a key pillar in the management team, contributing to developing and meeting KPIs and strategies that drive the overall success and growth path of Riptide.  

This role is responsible for:

• Own daily execution of same-day order fulfillment for ecommerce and wholesale customers
• Manage real-time order flow form system intake to pick/pack to shipment confirmation
• Inventory accuracy and control
• Logistics and freight management; small parcel, LTL, container.
• Receiving, package inspections and warehousing best practices
• Returns, scrapping and donation management
• Launching and managing 3PL/fulfillment programs
• Process Improvement  
• Health & Safety
• Warehouse maintenance management
• Recruit, lead, train and mentor FC team

Key Responsibilities

Multi-Channel Fulfillment Operations Performance & Leadership

• Own internal KPI’s and external SLA obligations: including, OTIF, same-day ship %, VTR tracking, order/fulfillment accuracy, damage rates, etc.

• Lead receiving, put-away, picking, packing, and shipping with a focus on speed, precision, consistency and safety

• Ensure white-glove over-pack standards for fragile products
• Manage 4 PM same-day cut-off execution

• Manage real time order flow processing systems including ERP (M3), EDI, ShipStation, etailer portal systems and process flows
• Troubleshoot and resolve order flow or system breakdowns in real time
• Ensure timely processing of all inboud and outbound orders
• Continuously improve system workflows to support speed and scale

• Establish labor planning, training and development to meet demands and performance metrics
• Engage and aid in physical daily tasks as is required such as picking, packing, placing, inspecting, receiving etc. as backup/as needed

3PL & Warehouse Management

• Support and scale 3PL staging and fulfillment programs
• Manage varying requirements to meet customer-defined needs for staging and scheduled drop ship locations
• Ensure best inventory management practice, kitting, repacking, and reporting
• Responsible for safe shipment of fragile product
• Communicate effectively with customer teams on product receipt, inventory and shipping schedules

Inventory & Systems

• Drive and maintain franchise level inventory management processes to maintain industry-leading accuracy
• Optimize warehouse configuration, slotting, and replenishment for best in practice organization, safe keeping, fast picking and order accuracy
• Reduce mispicks, shortages, and returns
• Partner with purchasing on inbound compliances and PO matching
• Lead annual inventory counts and spot/cycle counts
• Maintain clean, safe racking and warehouse facilities to ensure secure product handling and storage
• Continuous improvement in fulfillment warehouse systems, including physical layouts, capital equipment, AI and technology recommendation/implementation, EDI interface processes, etc.

Transportation & Customer Experience

• Manage all parcel/LTL/FTL carriers and related systems
• Improve damage and claims performance
• Support e-tailer routing guides (Amazon, Wayfair, big-box, wholesale)
• Ensure all shipments meet customer and platform expectations

Build New Capabilities

• Contribute to leadership team strategic initiatives including expanding shipping footprint, shipping best practices, 3PL program development, KPIs, and other as identified

Team Leadership

• Develop, train and support teammates for exceptional performance and engagement
• Train team members on speed, accuracy and SLA driven performance
• Step into hands-on execution when required (pick/pack/ship/warehouse/count)
• Establish standard operating procedures and training
• Champion safety and engagement

Administration and Warehouse Management

• Create KPI accountability and warehouse reporting
• Update KPI’s and monitor operational performance on a daily, monthly and quarterly basis
• Oversee and engage when necessary in system receiving (ERP), shipping platforms (ShipStation), etailer fulfillment systems
• Oversee maintenance of warehouse and order appropriate and required expenses, including but not limited to warehouse, docks, racking, H&S, packaging supplies and other required expenses for the effective, efficient and safe operation of the fulfillment and inventory centre

Qualifications

• 5+ years in fulfillment, 3PL, or distribution environments
• E-commerce and drop-ship experience
• Proven experience in same-day, single-order fulfillment operations
• WMS expertise and process design
• Experience with order flow systems (ERP, EDI, shipping platforms)
• Parcel/LTL carrier management
• Lean / continuous improvement mindset
• Experience with fragile products an asset
• Excellent organizational and time management skills
• Attention to detail essential inherent aptitude  
• Ability to manage multiple tasks at once and delegate effectively
• Experience in building, mentoring and support teammate and team growth
• Flexibility to adapt to changing business requirements
• Strong problem solving skill in live operational environments

What Success Looks Like

• Orders shipped same-day, everyday
• High accuracy and low damage rates
• Strong SLA performance across all channels
• Smooth, uninterrupted flow
• 3PL and warehousing accuracy
• A team executing with speed and consistency
• A safe and engaging atmosphere that builds confidence and accountability  

Riptide’s Commitment To You

You will be a valued core player in a high-performance fast paced environment with opportunities for learning and growth.

• Competitive base compensation and an industry-leading profit-sharing opportunity
• Comprehensive Benefits and Wellness programs
• Optional Pension Plan and Group RRSP
• Salary Range: $55,000 - 75,000

Riptide is an equal opportunity employer and is committed to maintaining a discrimination, harassment, and barrier free workplace where all employees can contribute to their fullest potential. Riptide is committed to diversity, equity, and inclusion in our workplaces. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, colour, creed, place of origin, sex, sexual orientation, gender, gender identity, gender expression, religion, family or parental status, or any other characteristic protected by the law. We welcome applications from all minority group members, women, Aboriginal persons, persons with disabilities, members of sexual minority groups, neurodiversity, and others who may contribute to the further diversification of ideas.

Riptide uses third-party artificial intelligence to assess resumes to facilitate the review of candidates.