Order Fulfillment Manager

About us 

Starco Brands (OTCQB: STCB) invents consumer products with behavior-changing technologies that spark excitement in the everyday. A modern-day invention factory to its core, Starco Brands identifies whitespaces across consumer product categories. It draws upon a portfolio of innovative formulas spanning 8 product categories with limitless innovation potential. Visit www.starcobrands.com for more information. 

Job Description 

The Order Fulfillment Manager reports to the Director of Supply Chain and oversees B2B customer service and order planning, inbound and outbound transportation, and planning and executing the distribution of our products with 3PL warehouse and transportation partners. Additionally, works closely with DTC team to ensure timely and accurate fulfillment. This role requires a strong background EDI, NetSuite, and a proven track record of success in managing B2B customer support for a rapidly growing omni-channel CPG business. This role works closely with the entire Supply Chain team, Sales, Finance, warehouse and transportation partners, and customers to ensure we meet our service needs while minimizing logistics costs. This role needs to drive continuous improvement initiatives in our Supply Chain processes and systems. 

Responsibilities 

• Use NetSuite to track and manage customer orders, returns, and invoicing, ensuring that all data is accurate and up-to-date.  
• Own and manage order to cash cycle for B2B customers from order processing through shipment delivery. 
• Manage invoicing processes, collaborating with the finance team as needed.  
• Manage customer claims, shortages, chargebacks, and returns and drive resolution to systematic issues.  
• Working in coordination with the DTC sales team to ensure all e-commerce orders are processed and shipped properly  
• Act as the subject matter expert on EDI and NetSuite systems, supporting both the team and other Lead and provide overall Logistics support to the organization and our partners.  
• Manage EDI transactions and troubleshoot issues related to order processing, inventory, invoicing, and shipment status with B2B customers; troubleshoot and ensure proper flow of EDI documents.  
• Ensures we properly plan and execute shipments, and that carriers deliver in a timely manner using our preferred warehouse and mode per customer.  
• Ensure finished good inventory and customer order fulfillment are optimized across our 3PL warehouse network.  
• Work with Supply Chain leadership to minimize warehousing, transport, storage, and logistical costs to ensure budgets are met on a monthly basis.  
• Develop and maintain 3PL and transportation partner relationships, consistently holding to SLA expectations. Monitor and share performance reports and request corrective action plans as needed.  
• Ensure customer data is accurately set up in Netsuite and maintained for existing and new relationships. Also ensure our copackers, warehouses, carriers, and customers are aligned to the data setup and process flow to ensure proper shipment execution and order fulfillment. 
• Lead pricing setup across multiple product lines and customer systems, with Accounting’s inputs.  
• Ensure business partners’ portal data is accurately maintained, and hold internal and external stakeholders accountable to keep them updated. This includes 1WorldSync item setup and maintenance, Amazon’s portal, CHR’s NetSuite API, and other systems.  
• Other duties as required 

Professional Experience and Qualifications 

• Bachelor's degree in Business Administration, Supply Chain, or a related field (or equivalent experience). 
• Minimum 5 years of experience in a customer support management role, with a focus on B2B environments in the CPG or retail industries. 
• Strong experience with EDI (Electronic Data Interchange) and NetSuite, with the ability to troubleshoot and optimize transactions. 
• Proven track record in managing omni-channel customer support, ensuring seamless customer experiences across multiple platforms. 
• A proactive, solution-oriented mindset with the ability to handle complex customer issues and escalate when necessary. 
• Excellent organizational skills and attention to detail, with the ability to manage multiple priorities in a fast-paced environment. 
• Experience managing external transportation and warehouse partners. 
• Capability to lead Starco Brand’s Logistics function and develop team members. 
• Experience using ERP systems, business partner portals, Microsoft Suite, and Excel. 
• Ability to handle and prioritize multiple projects simultaneously in a fast-paced environment. 
• Strong attention to detail and accuracy. 
• Project management skills to plan and execute initiatives with internal and external business partners. 
• APICS/ASCM CLTD, CPIM, or CSCP certifications (a plus). 

Benefits & Perks: 

• 100% Employer Paid Health, Dental and Vision benefits  
• Employer Paid Life Insurance and Disability benefits  
• Monthly Wellness, Phone and Internet allowances  
• Annual Education and Home Office allowances  
• 401(k) and Employer Match  
• Competitive salary  
• Unlimited PTO 
• Employee Product Discounts  
• Flexible WFH hours 3 days per week 
• And More!