The Fulfillment Manager is responsible for leading end-to-end fulfillment, deployment coordination, and inventory operations to support the successful shipment, delivery, and installation of hardware devices across customer and service partner locations. This role ensures devices, installation equipment, and deployment-related inventory are accurately fulfilled, shipped, tracked, and delivered on time while supporting field operations and customer installation readiness.
This role is critical in scaling field operations, reducing bottlenecks, improving visibility across the supply chain, and ensuring customer commitments are met. The ideal candidate is highly organized, operationally strong, data-driven, and comfortable managing both warehouse-based fulfillment and field deployment coordination.
Key Responsibilities
Fulfillment & Logistics Operations
- Oversee daily inbound and outbound logistics for all hardware categories (e.g., FEED, HD, HALOW, accessories).
- Manage carrier relationships (UPS, LTL) to ensure on-time delivery, cost efficiency, and service quality.
- Oversee accurate creation, documentation, and tracking of all shipments, including labels, manifests, and customer-specific requirements.
- Maintain staging strategies for deployments, replacements, and bulk shipments to customer and service partner locations.
- Monitor overdue returns and enforce return compliance guidelines.
Inventory Management & Controls
- Maintain accurate finished goods inventory across virtual warehouses, partner locations, and field technician stock.
- Implement and monitor JIT and buffer inventory strategies to support deployment readiness.
- Lead monthly inventory reconciliation (physical vs. system) and investigate discrepancies.
- Manage inventory flows in Odoo, including filters, adjustments, transfers, and reporting.
- Manage field inventory needs and support replenishment planning.
Field Technician Support
- Ensure technicians have the tools, devices, and materials required for efficient field operations.
- Oversee technician tool procurement, shipping, and lifecycle management.
- Maintain accurate technician records across systems (shipping tracker, UPS, internal databases).
Returns, Repairs & Reverse Logistics
- Own the returns pipeline from customer initiation through receipt, inspection, and restocking.
- Track device performance trends and coordinate with Service & Product on recurring issues.
- Ensure proper documentation and routing of defective or warranty units.
Cross-Functional Coordination
- Collaborate with Service to align fulfillment with work order scheduling and deployment timelines.
- Work with Production & Supply Chain to ensure hardware availability and quality.
- Support Customer Success with escalations, special handling requests, and high-biosecurity customer requirements.
- Provide reporting and insights to leadership on logistics performance, costs, and operational risks.
Process Improvement & Compliance
- Identify and implement process improvements to reduce cost, improve accuracy, and increase throughput.
- Maintain SOPs for field operations and deployment.
- Ensure compliance with safety, biosecurity, and regulatory requirements.
- Support audits, vendor evaluations, and continuous improvement initiatives.
Qualifications
- Bachelor's degree in Supply Chain, Operations Management, Logistics, Business Administration, or related field.
- 3-5+ years experience in fulfillment, logistics, or operations management.
- Strong understanding of inventory systems (Odoo, NetSuite, or similar ERP).
- Experience with parcel and freight carriers (UPS, LTL, regional carriers).
- Proven ability to manage high-volume, multi-location logistics environments.
- Analytical mindset with ability to interpret data and drive decisions.
- Excellent communication and cross-functional collaboration skills.
- Ability to thrive in fast-paced, ambiguous, scaling environments.
- Advanced Excel / reporting skills (Pivot Tables, VLOOKUP/XLOOKUP, dashboards).
What We Offer:
- Opportunities for professional growth and leadership development
- A collaborative, innovative hybrid work environment
- Compensation: $80,000 - $82,000 CAD
Location:
Kitchener, Ontario (Hybrid)
We use artificial intelligence tools to support parts of our recruitment process, such as screening or assessing applications. Final hiring decisions are made by our hiring team.
This posting is for an existing vacancy.
