Job Summary
Flow-X is a technology-driven global logistics company providing end-to-end cross-border logistics solutions. With operations across North America, South America, Asia, and Europe, we integrate international shipping, warehousing, and distribution through advanced digital systems to deliver efficient, scalable, and reliable services.
We are seeking a detail-oriented and proactive Fulfillment Operations Manager responsible for overseeing daily customer operations, coordinating with warehouse teams, managing operational exceptions, and ensuring successful execution of fulfillment activities. This role serves as a bridge between customers, warehouse operations, transportation providers, and internal departments to ensure service levels, operational KPIs, and customer expectations are consistently achieved.
The ideal candidate has experience in a 3PL, fulfillment, or warehouse environment, with strong leadership, problem-solving, and customer management, and operational execution skills.
Key Responsibilities
- Customer Operations & Account Management
· Manage day-to-day communication with customer accounts regarding inbound, outbound, inventory, returns, and operational inquiries.
· Act as the primary escalation point for customer service and operational issues.
· Ensure timely responses and proactive communication regarding delays, discrepancies, and exceptions.
· Participate in customer meetings, operational reviews, and service performance discussions.
· Maintain strong customer relationships and support long-term account growth.
Fulfillment & Logistics Operations
· Oversee daily fulfillment activities including receiving, order processing, shipping, inventory transactions, and returns.
· Coordinate with warehouse supervisors and operational teams to ensure customer requirements are fulfilled accurately and on time.
· Prioritize urgent shipments, customer escalations, and service-critical activities.
· Monitor inbound and outbound workflows to ensure operational efficiency.
· Work closely with transportation providers and carriers to support successful deliveries and pickups.
· Supervise, support, and coach Operations Specialists and Coordinators.
· Monitor workload allocation and team productivity.
· Train new team members and maintain operational documentation and SOPs.
· Promote accountability, collaboration, and customer-focused service standards.
· Support employee development and performance management initiatives.
- KPI Management & Reporting
· Monitor operational performance and customer service metrics.
· Track and report key performance indicators, including:
- Order Accuracy
- On-Time Shipment Performance
- Inventory Accuracy
- Customer Response Time
- SLA Compliance
- Operational Productivity
· Identify trends, risks, and opportunities for improvement.
· Identify process gaps and operational inefficiencies.
· Support implementation of new customer onboarding projects.
· Participate in WMS, OMS, EDI, API, and process improvement initiatives.
· Develop and maintain operational workflows and best practices.
Qualifications & Requirements
· Minimum 5 years of experience in logistics, supply chain, fulfillment, warehousing, or transportation operations.
· Minimum 3 years of experience in a Supervisor, Manager or Senior Operations role.
· Experience working within a 3PL, fulfillment, distribution, or warehouse environment.
· Strong understanding of:
- Order Management
- Inventory Control
- Transportation Coordination
- Customer Service Operations
- Exception Management
· Advanced proficiency in Microsoft Excel.
· Excellent organizational and multitasking skills.
· Strong analytical and problem-solving abilities.
· Excellent verbal and written communication skills.
· Ability to work in a fast-paced environment and manage multiple priorities simultaneously.
· Experience supporting eCommerce, retail, wholesale, FBA, or omnichannel fulfillment operations.
· Experience using Warehouse Management Systems (WMS), Order Management Systems (OMS), and ERP platforms.
· Experience with EDI integrations and customer onboarding projects.
· Experience working with major parcel and LTL carriers.
Bilingual (Chinese and English)
Pay: $80,000.00 - $100,000.00 per year
Work Location: In person
