General Manager

Behind every package that arrives on time is a team that made it happen. At a2b Fulfillment, you'll lead that team. We're looking for a General Manager to lead our Hanover Township, PA facility. a2b Fulfillment is a leading 3PL providing DTC and B2B order fulfillment services to small and medium brands. We have 25 years under our belt, strong technology, automation and a wonderful team culture. THE ROLE The General Manager owns the performance of the facility, leading all warehousing, distribution, order fulfillment, and value-added services. You'll set operational direction, develop the leadership team, manage the budget, and ensure every client receives accurate, on-time service. KEY RESPONSIBILITIES Your responsibilities will include, but are not limited to: • Lead and continuously improve warehouse, distribution, and value-added operations. • Hire, manage, and develop managers, supervisors, and team leads to support the business. • Partner with HR on hiring, staffing, and employee relations matters. • Collaborate with IT to drive efficiencies through technology. • Partner with Client Services to deliver an exceptional client experience. • Manage facilities, equipment, and maintenance. • Champion a safety-first culture and ensure policies are followed. • Own the facility's financial planning, controls, and operating budget in partnership with Finance. • Build and develop a strong leadership team. RESPONSIBILITIES BY FUNCTION Financial Management • Lead the facility's annual budgeting and planning process. • Oversee monthly and quarterly forecasts of the facility's financial performance against budget and operational goals. • Assist the Accounting Department with information and reporting as requested. • Develop and maintain long-range operational and financial plans. Organizational Effectiveness • Improve the effectiveness of each support function (HR, Client Services, Warehouse Operations) and strengthen coordination between departments. • Drive initiatives across the leadership team and organization that build long-term operational excellence. General Operations • Maintain or improve departmental cost per order against budget. • Establish and maintain up-to-date written procedures for each area of the distribution center. • Maintain accurate inventory. • Establish accurate reports and standards for each department and each function within a department. • Establish and maintain ongoing training programs for managers/supervisors, lead associates, and general warehouse and office associates. • Keep the distribution center modern by introducing equipment, technology, and processes that raise productivity. • Build a well-cross-trained workforce. • Meet or exceed the facility's SLAs. • Bring forward ideas that help the company grow. • Partner with HR to recruit full-time associates and a flexible workforce. Staff to forecasted seasonal volume and flex with daily changes in workflow. • Enforce established standards and establish new standards as needed. • Motivate and engage the workforce. • Maintain accurate payroll/personnel records. Warehouse • Oversee receiving, inventory, stocking, and vendor shipment scheduling. • Ensure all vendor merchandise is received into the system the same or next business day. • Maintain strong quality control standards, reconcile receipts against purchase orders, and report vendor errors. • Enter each shipment into inventory and staff to the forecasted level of purchases. • Achieve 100% accuracy when entering newly received inventory into the system. • Review all inventory discrepancies. • Maintain accurate cycle counts and make all necessary adjustments. • Safeguard the accuracy and speed of all returns to vendors. • Establish and maintain stock replenishment. • Maintain a clean facility including merchandise, floor, walls, racks, and conveyor systems. • Maintain strong oversight of driver activity. Fulfillment Department • Direct production managers, supervisors, and associates. • Maintain a picking and packing error rate of 1% or less. • Staff accurately to the forecasted budget. • Manage and troubleshoot robotics and automation grid. • Set up all new merchandise programs in the forward picking location in a timely manner. • Own all tickets released for printing and shipping. • Monitor and enforce established production standards for each picker/packer and shipping associates. • Ensure 100% accurate ship confirmation and manifesting for every package. Returns Department • Ensure the timely delivery of all customer packages to the Distribution Center. • Ensure all customer returns are processed daily in line with the forecasted plan. • Meet or beat the budgeted returns cost per order. • Ensure the timely preparation and distribution of reports. • Maintain 100% accuracy when handling each transaction. Facility Maintenance Department • Maintain a safe facility in full compliance with OSHA, EPA, fire code, and all other regulatory requirements. • Maintain a well-organized preventive maintenance program for all equipment. • Maintain a clean environment in the entire facility. • Maintain external building and property. • Maintain an accurate inventory of all parts. • Performs other duties as required KEY PERFORMANCE INDICATORS Success in this role will be measured by: • Order accuracy: picking and packing error rate of 1% or less. • On-time shipping of orders shipped within client SLAs. • Productivity: units per labor hour (UPH) at or above established standards. • Cost: cost per order and labor cost at or below budget. • Inventory accuracy: validated through cycle counts. • Dock-to-stock time: receipts available in inventory within one business day. • Safety: zero lost-time incidents and a total recordable incident rate (TRIR) below company standard. • Equipment uptime for robotics, automation, and conveyor systems. • People: associate retention and leadership bench strength against annual targets. • Client satisfaction: client retention and satisfaction scores at or above target. QUALIFICATIONS • 7-10 years of fulfillment and distribution operations experience in a 3PL environment; client-side experience preferred. • 5+ years of people management experience. • HACCP certification a plus. • Ability to absorb a complex set of requirements (new systems, new partners, changing needs) and develop a clear roadmap with an actionable set of initiatives. • Proven ability to motivate teams in a deadline-driven environment. • Ability to manage multiple projects simultaneously. • Strong analytical, critical-thinking, and problem-solving skills. • Self-directed and focused on finding resourceful ways to complete projects and tasks and manage changing priorities. • A passion for excellence and composure under pressure in a fast-paced environment. • Outstanding people leadership across organizational levels, functions, cultures, and geographies. SKILLS • Customer-focused, patient, and professional with clients and colleagues. • Willingness to occasionally work outside normal business hours. • Excellent English oral and written communication skills. PHYSICAL REQUIREMENTS Position requires sitting, standing/walking, bending, reaching, and repetitive motion, with occasional movement through warehouse areas consisting of pushing/pulling, bending/squatting/kneeling, and reaching overhead. JOB TYPE • Full-time, Exempt, Salary EDUCATION • Bachelor's degree in a relevant field of study, or equivalent combination of education and experience WORK AUTHORIZATION • United States (Required) BENEFITS • Competitive salary plus discretionary bonus. • Comprehensive benefits, including medical, dental, vision, life, and short-term disability insurance; supplemental benefits; 401(k); holiday pay; and personal and paid time off. • Employee events and a collaborative, supportive culture.