The Fulfillment & 3PL Operations Lead is responsible for overseeing all aspects of order fulfillment, warehouse operations, and third-party logistics (3PL) activity. This role ensures accurate and timely order processing, optimal inventory flow, and exceptional service to both internal and external customers. The lead will serve as the primary liaison between the company and 3PL providers, while also leading internal fulfillment operations to ensure efficiency, cost-effectiveness, and service excellence.
Key Responsibilities-
3PL Oversight:
- Serve as the main point of contact for 3PL partners, ensuring service levels, KPIs, and contractual obligations are met.
- Monitor and audit 3PL performance in areas such as order accuracy, shipping timelines, inventory management, and returns processing.
- Partner with 3PL teams to resolve escalations, improve processes, and support peak season readiness.
Internal Fulfillment Oversight:
- Manage in-house fulfillment operations, ensuring accurate and efficient order picking, packing, and shipping.
- Oversee staffing, workflow planning, and scheduling to align with business demand.
- Implement and enforce standard operating procedures (SOPs) for internal teams.
Inventory & Logistics:
- Ensure real-time accuracy of inventory levels across all channels and systems.
- Coordinate inbound shipments from suppliers to warehouses/3PLs, monitoring timelines and costs.
Process Improvement & Reporting:
- Analyze fulfillment and 3PL performance metrics to identify opportunities for cost savings and service improvements.
- Develop and present regular reports on fulfillment KPIs, shipping costs, and operational performance.
- Lead initiatives to streamline workflows, implement automation, and enhance customer satisfaction.
Qualifications:
- Bachelor’s degree in Supply Chain Management, Operations, Business Administration, or related field (preferred).
- Excellent organizational, analytical, and problem-solving skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong leadership skills with the ability to collaborate cross-functionally.
- Experience with UPS, USPS online software is desirable.
Core Competencies:
- Detail-oriented with a focus on accuracy and efficiency.
- Strong communication and vendor management skills.
- Results-driven with a customer-first mindset.
- Adaptability to changing business demands and growth
REQUIREMENTS
- 3 to 5+ years of experience in fulfillment, warehousing, logistics and/or 3PL oversight
- Strong understanding of inventory systems, WMS, ERP, or related technology (NetSuite experience a plus)
Kona Ice is the nation's leading mobile food and beverage franchise, with over 2000 franchises serving communities across the country and 3 distinct brands - Kona Ice, Travelin’ Tom’s Coffee and Beverly Ann’s Cookies. For 18 years, we've been creating memorable experiences at sports tournaments, birthday celebrations, school events, and community gatherings while giving back more than $200 million to local communities. As the #1 ranked franchise by Franchise Business Review, we're expanding with our innovative mobile coffee concept and developing proprietary software solutions that are revolutionizing mobile businesses.
