Logistics Fulfillment Manager

WSP is currently initiating a search for a Logistics Fulfillment Manager!

This role will sit out of Concord, NH.

JOB SUMMARY

The Logistics Fulfillment Manager leads the inventory lifecycle, distribution, and reconciliation activities supporting the client’s transponder program. This position is responsible for maintaining controlled and auditable fulfillment operations from inventory receipt and storage through customer assignment, packaging, shipment, return, replacement, reconciliation, and final disposition. 

DUTIES AND RESPONSIBILITIES

• Lead transponder fulfillment and inventory-control activities in accordance with client-approved business rules, operational standards, and contractual requirements.
• Oversee inventory receipt, storage, custody, transfer, assignment, activation, return, reuse, replacement, decommissioning, destruction, and final disposition.
• Maintain complete, accurate, and auditable inventory records across warehouses, fulfillment operations, Walk-In Centers, distributors, and other authorized locations.
• Ensure inventory balances are reconciled to purchase orders, receiving records, customer assignments, activations, sales, fees, deposits, refunds, returns, adjustments, write-offs, and financial records.
• Monitor inventory levels, usage trends, reorder thresholds, stock availability, shrinkage, discrepancies, defective units, and forecasted demand; escalate risks and implement corrective actions.
• Oversee fulfillment requests received through approved channels, including web, IVR, mail, mobile application, chat, courier, customer service representatives, and Walk-In Centers.
• Ensure valid mail requests are fulfilled no later than the close of business on the next business day and eligible in-person requests are fulfilled immediately, subject to inventory availability.
• Validate account eligibility, available funds or payment methods, transponder status, serial numbers, and inventory availability before issuance.
• Ensure new and replacement transponders are properly assigned to customer accounts and packaged with required protective materials, mounting hardware, instructions, notices, and return envelopes where applicable.
• Maintain shipment records, carrier information, tracking numbers, delivery status, processing timestamps, and audit trails for fulfillment transactions.
• Manage fulfillment exceptions, including duplicate requests, insufficient funds, unavailable inventory, bulk commercial orders, returned shipments, undeliverable shipments, non-returned replacement devices, and required reissuance.
• Ensure replacement transponder returns are tracked, follow-up attempts are documented, and returned devices are inspected and categorized as reusable, defective, or non-recoverable.
• Oversee periodic physical inventory counts, reconciliation activities, discrepancy investigation, documented adjustments, remediation, and audit support.
• Maintain documented controls supporting chain of custody, segregation of duties, authorized access, inventory security, loss prevention, and accountability.
• Coordinate the purchase, availability, maintenance, and use of required transponder programmers and testing equipment.
• Monitor transponder read performance, failure rates, aging, anomaly patterns, replacement activity, customer contacts, and the impact of transponder performance on image-based toll processing.
• Ensure decommissioned and destroyed transponders are processed through documented, verifiable, and auditable disposal procedures, including proof of destruction when a third party performs disposal.
• Prepare and deliver required inventory, fulfillment, reconciliation, distributor, replacement, return, performance, disposal, shrinkage, and forecasting reports within required timeframes.
• Monitor fulfillment timeliness and related KPI or SLA exceptions; conduct root-cause analysis and implement corrective and preventive actions.
• During implementation, support requirements validation, workflow design, inventory setup, data migration, testing, training, operational-readiness activities, cutover, and stabilization for fulfillment and inventory functions.
• Coordinate with operations, customer service, finance, information technology, reporting, quality, mail and shipping providers, Walk-In Centers, distributors, and other authorized parties supporting fulfillment operations.
• Maintain continuity for critical fulfillment activities through documented procedures, cross-training, backup coverage, and surge planning.
• Perform other fulfillment and inventory-management duties required to satisfy the client’s approved operating procedures and contractual obligations.

SUPERVISORY RESPONSIBILITIES

• Provides functional direction and oversight for personnel and service providers assigned to inventory control, transponder fulfillment, shipping, receiving, returns, testing, and reconciliation activities.
• Monitors work quality, timeliness, inventory accuracy, adherence to approved procedures, and readiness to meet workload and service-level requirements.
• Supports training, competency validation, cross-training, performance improvement, and corrective action for fulfillment and inventory functions.

EDUCATION AND/OR EXPERIENCE

• Minimum five (5) years of inventory and logistics experience.
• Experience with asset-tracking systems.

*This role is contingent on a future project victory*

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