Sr. Manager, Order Fulfillment in Vista, CA at Watkins Wellness

Date Posted: 12/3/2019

Job Snapshot

Job Description

Job Description

We are hiring a Sr. Manager of Order Fulfillment to join our Customer Service team!


As our Sr. Manager of Order Fulfillment, you will be responsible for the strategic direction and tactical management of the complete order fulfillment cycle, meaning from order entry through product shipment and successful delivery.  You will also be responsible for developing and implementing key strategic initiatives and breakthrough solutions to drive operational excellence and maximize efficiencies within these critical business processes, while leading and inspiring your team which includes two (2) direct reports, and ~60 indirect reports.


  • Can you see the big picture? In this role, you will provide strategic leadership and direction to the Dealer Support (order fulfillment) and Shipping teams through development of new processes and methods that are scalable to meet future business growth and complexities.
  • Can you inspire others?  As a leader within the Customer Service organization, you will be responsible for motivating and leading the teams to success, providing coaching and mentoring, and developing your team members to drive high performance and to support future growth.
  • Are you keen on process improvement? You will be responsible for developing and implementing new processes and methodologies that lead to increased efficiencies and improved customer satisfaction by leveraging Lean initiatives and implementing up-to-date systems and tools to achieve the desired outcome of an enhanced Order Fulfillment lifecycle.
  • Do you have excellent customer focus? As our subject matter expert in Order Fulfillment, we will look to you to develop, execute, and manage a comprehensive Order Fulfillment strategy and processes to drive exceptional customer service.  You will also build dealer customer relationships and develop key understandings relative to their product order and delivery needs. 
  • Are you goal-oriented? Under your leadership, you and your teams will be responsible for meeting monthly and annual forecasted shipment goals, including revenue, and complete, on-time product shipment targets. You will also collaborate with the Operations team to review and set business plan targets.
  • Are you data-driven? You will define, establish and monitor the appropriate department metrics and Key Performance Indicators (KPIs) to ensure performance levels, outline department expectations, identify trends, and close any gaps in the order fulfillment lifecycle.
  • Can you manage a budget?  You will be responsible for developing and managing budget activities, including staffing requirements and discretionary spending, and ensuring that direct reports are managing their portions of the budget effectively.
  • Are you skilled in Change Management?  You will be the main point of contact to identify and successfully implement change in a dynamic environment, aimed at driving a positive desired outcome to internal and external customers.
  • Do you stay current? You will be responsible for assessing various tools, systems, and applications and for making recommendations on which resources are most beneficial to implement for an enhanced Order Fulfillment process.  You will also be a key player in overseeing the implementation and designing the workflow related to any new resources. 


  • Bachelor’s degree in Business Administration, Operations, or a Technology-related field is preferred.
  • Minimum of 7 years’ experience in Order Fulfillment, Customer Service, or related area.  Experience in leading change management, organizational design, and working within a Shipping environment are pluses.
  • Demonstrated success in team leadership, managing for results, effective performance management and coaching/mentoring is required.
  • Knowledge and experience in Lean techniques such as, Kaizen events, Six Sigma, and various process improvement tools and methodologies are required. 
  • Strong computer proficiency in ERP systems (preferably Navision), as well as Microsoft Office (Excel, Word, PowerPoint, Outlook), is required.
  • Excellent communication skills with the ability to interact with all levels within the organization as well as strong ability to work in a team environment, are required to be successful in this position.


At Watkins Wellness®, people matter.  To help you, “Feel good. Live well™”, at work and at home, we provide a competitive package including: exceptional health and wellness benefits, paid time off, bonus, profit sharing, 401k, tuition reimbursement and much more.

We look for candidates that exhibit The Watkins Way (always Ethical, endeavors to be Transparent, embraces Inclusion, welcomes Diverse backgrounds and perspectives, Accommodating, believes in Work-Life Balance, puts Safety First, Accountable, values Relationships, Passionate, Team Player, and Goal Driven).

The employee must frequently lift and move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, color vision, peripheral vision and depth perception. The noise level in the work environment is usually quiet. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



Full or Part Time

Full time

Watkins (the “Company”) is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.


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