Company Summary: 

Zoro.com is an eCommerce company that sells business supplies, equipment, and tools—but we’re much more than just a website. We’re a team of people who win and lose together (we prefer winning!). Since 2011, Zoro has been working hard to make it easy for our customers to purchase everything they need to make their businesses go. Zoro currently offers 3 million products, fast and free shipping, no-hassle returns, and exceptional customer service. We’ve grown quickly in a short time, recently surpassing 400 team members and reaching annual revenue of over $500 million. Add to that our award-winning culture—we were named a Great Place to Work for 2019-20, among other accolades—and we think Zoro is a pretty amazing place to work and grow.

Primary Function:

The Senior Manager, Logistics Operations is responsible for the development and daily management of operations and on-going improvement of Zoro’s Digital Supply Chain fulfillment network and reverse logistics program, including policies, operating plans and ongoing key performance monitoring across multiple strategic and operational initiatives, developing mechanisms to manage these relationships at scale.

This role owns the order routing management and order fulfillment through large distribution partners, including Zoro’s parent company Grainger, our highest volume fulfillment channel. This channel provides a high level of service since orders are fulfilled from inventory stocked at the distribution partner. The Senior Manager must collaborate closely with these Tier 1 fulfillment partners to align processes and capabilities, including reverse logistics and returns to deliver a pain free customer returns experience that will generate loyalty and repeat purchases in a way that reduces costs to Zoro.

Duties and Responsibilities: 

• Own the end-to-end fulfillment and transportation for Zoro’s Distributor Partner network, from Cart to last mile customer delivery. Build a leading-class order fulfillment network through an optimized Distributed Order Routing, execution, and carrier strategy implementation. This includes a focus on continuous improvement and operational excellence across the fulfillment network to drive speed, visibility, and focus on achieving an exceptional customer experience through integrated supply chain operations.
• Participates in the development of long and short-range fulfillment programs and roadmaps that drive the delivery sound operating results; exceed customer expectations, and balance fulfillment service levels with logistics costs for assigned supply chain fulfillment channels.
• Build the end to end operational plans for large and small parcel fulfillment from large Distributor Partners, from cart-to-delivery. Partnering with internal stakeholders, senior leadership, and carriers to ensure the customer receives their package quickly and on time with an optimal customer experience. 
• Formulate and implement policies, programs and service-level-agreements that guide the organization in maintaining and improving its competitive position and Zoro’s profitability.
• Owns the development and implementation of reverse logistics & returns operations that balances fulfillment service levels with logistics costs, including policies and procedures for making decisions on which products to recover and which to dispose “in field” based on cost, location, warranty requirements and customer needs.
• Effectively communicate and collaborate cross-functionally across Zoro to provide big picture critical and strategic thinking, using analytical methods and technology to understand, predict and improve logistics operations, architecture, flows and processes.
• Identify opportunities and implement streamlined and automated data integration with large Distributor Partners to ensure fast, automated exchange of information such as inventory levels, orders, and end-to-end fulfillment tracking information.
• Builds supply chain analytics capabilities to measure supply chain effectiveness and manages the ongoing optimization of Zoro’s order routing logic to plan and optimize order fulfillment across the fulfillment network.
• Review performance against operating plans and standards; provides reports on interpretation of results and approves changes in direction of plans.

Qualifications:

• 7+ years' experience in related field. BA/BS required. MBA or Master Degree preferred
• Strong working knowledge of supply chain, best practices for 3rd party order fulfillment and reverse logistics strategies/processes; especially best practices for e-commerce businesses 
• Must have an understanding of e-commerce generally and specifically strategies for order fulfillment.
• Demonstrated ability to embrace change, demonstrate agility in relation to change and persuade/lead others through the change to minimize team disruption.
• Demonstrated experience in driving results through a diverse set of business processes and problem solving.
• Solid Business acumen to include finance and contractual commitments, focused on understanding the cost/benefit of varying solutions
• Demonstrated ability to embrace change, demonstrate agility in relation to change and persuade/lead others through the change to minimize team disruption. Ensure a continuously high performing team.

Final note: We share a commitment to our Zoro values – Win & Lose Together (We prefer winning!), Take Ownership, We Are Transparent, and Aspire to be Customer-Obsessed. Everything we do at Zoro is centered around delighting our customers. It's a natural extension of our company culture and how we care for each other. We believe when we act in ways that are consistent with these values, we can solve any technical challenge that lies ahead of us. As a Zoro employee, you can expect to work with smart, energetic people, learn something every day, and be valued for your perspective. 

Zoro is an Equal Opportunity Workplace and an Affirmative Action Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.