3PL Program Manager

About the role

As a 3PL Program Manager at Form Labs, you will play a crucial role in ensuring that our customers receive their orders seamlessly and efficiently. You will be the vital link in our logistics chain, responsible for managing order flows and resolving any issues that may arise during the fulfillment process. If you thrive in a dynamic environment and are passionate about enhancing customer satisfaction, this position offers an exciting opportunity to make a significant impact.

Key facts

What you'll do

• Monitor regional order flows on a daily basis, ensuring that customer orders are accurately synced across Shopify, NetSuite, and our third-party logistics (3PL) warehouse management systems.
• Address and resolve order exceptions, including issues like address validation errors, inventory shortages, or SKU mismatches, to minimize shipping delays and enhance customer experience.
• Coordinate daily carrier pickups by collaborating with warehouse staff and logistics partners such as FedEx, UPS, and DHL, ensuring that all eligible orders are dispatched promptly.
• Assist in inventory reconciliation by participating in weekly cycle counts and investigating any discrepancies between the physical stock in the warehouse and the digital inventory records.
• Work closely with Customer Success teams to provide timely updates on critical orders, transit delays, or any disruptions in regional deliveries.
• Conduct audits on outbound packaging and documentation to ensure compliance with regional shipping regulations, guaranteeing that all domestic and international labels meet carrier standards.
• Analyze daily fulfillment reports to identify orders that have surpassed processing service level agreements (SLAs), escalating any bottlenecks to the Senior Coordinator or Regional Head for resolution.
• Facilitate the management of regional returns and reverse logistics, ensuring that returned items are processed, inspected, and either restocked or disposed of in accordance with company policies.
• Serve as the primary contact for resolving synchronization errors, ensuring that any orders that are stuck are identified and cleared within a 24-hour timeframe.

Requirements

• A Bachelor's degree in Supply Chain Management, Business Administration, or a related field; relevant operational experience may also be considered.
• Between 1 to 3 years of experience in a logistics, fulfillment, or warehouse coordination role, preferably in a fast-paced e-commerce setting.
• A solid understanding of order-to-cash processes and fundamental warehouse operations, including receiving, put-away, picking, and shipping.
• Exceptional organizational abilities and the capacity to manage multiple tasks in a fast-moving environment where priorities can change rapidly.
• Strong communication skills, enabling you to provide clear and concise updates to both internal teams and external 3PL partners.
• A proactive mindset with a "figure-it-out" attitude, demonstrating a commitment to delivering high-quality results and ensuring customer satisfaction.

Nice to have

• Basic proficiency in Excel for data entry and generating simple reports.
• Experience with Shopify, NetSuite, or other common Warehouse Management Systems (WMS).
• Familiarity with regional carrier networks and a basic understanding of domestic shipping regulations.

Skills & tools

• Proficient in logistics management software and tools.
• Strong analytical skills for interpreting fulfillment reports and identifying trends.
• Excellent problem-solving abilities to address issues as they arise.

Practical notes

• This position is based in Somerville, MA, and requires a full-time commitment.
• The role involves close collaboration with various teams, including Customer Success and warehouse staff, necessitating strong interpersonal skills.
• The annual salary for this position ranges from $62,000 to $75,000 USD, depending on your skills, qualifications, and experience.

META

Company: Form Labs

Title: 3PL Program Manager

Listed

location: Somerville, MA

At Form Labs, we are dedicated to transforming how the world creates. Our innovative 3D printing technology empowers over 50,000 industry leaders, including major names like Apple, Google, and NASA, to bring their ideas to life. We are a team of builders and innovators, and we invite you to join us in shaping the future of fabrication. We are an equal opportunity employer and value diversity, encouraging all qualified candidates to apply, even if they do not meet every requirement.