Description
WSP is seeking a Logistics Fulfillment Manager to lead inventory lifecycle, distribution, and reconciliation activities for a client's transponder program. The successful candidate will be based in Concord, NH.
The Logistics Fulfillment Manager will be responsible for maintaining controlled and auditable fulfillment operations from inventory receipt and storage through customer assignment, packaging, shipment, return, replacement, reconciliation, and final disposition.
Key responsibilities include:
- Leading transponder fulfillment and inventory-control activities in accordance with client-approved business rules, operational standards, and contractual requirements
- Overseeing inventory receipt, storage, custody, transfer, assignment, activation, return, reuse, replacement, decommissioning, destruction, and final disposition
- Maintaining complete, accurate, and auditable inventory records across warehouses, fulfillment operations, Walk-In Centers, distributors, and other authorized locations
- Ensuring inventory balances are reconciled to purchase orders, receiving records, customer assignments, activations, sales, fees, deposits, refunds, returns, adjustments, write-offs, and financial records
- Monitoring inventory levels, usage trends, reorder thresholds, stock availability, shrinkage, discrepancies, defective units, and forecasted demand; escalating risks and implementing corrective actions
- Overseeing fulfillment requests received through approved channels, including web, IVR, mail, mobile application, chat, courier, customer service representatives, and Walk-In Centers
- Ensuring 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
- Validating account eligibility, available funds or payment methods, transponder status, serial numbers, and inventory availability before issuance
- Ensuring 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
- Maintaining shipment records, carrier information, tracking numbers, delivery status, processing timestamps, and audit trails for fulfillment transactions
- Managing fulfillment exceptions, including duplicate requests, insufficient funds, unavailable inventory, bulk commercial orders, returned shipments, undeliverable shipments, non-returned replacement devices, and required reissuance
- Ensuring replacement transponder returns are tracked, follow-up attempts are documented, and returned devices are inspected and categorized as reusable, defective, or non-recoverable
- Overseeing periodic physical inventory counts, reconciliation activities, discrepancy investigation, documented adjustments, remediation, and audit support
- Maintaining documented controls supporting chain of custody, segregation of duties, authorized access, inventory security, loss prevention, and accountability
- Coordinating the purchase, availability, maintenance, and use of required transponder programmers and testing equipment
- Monitoring transponder read performance, failure rates, aging, anomaly patterns, replacement activity, customer contacts, and the impact of transponder performance on image-based toll processing
- Ensuring decommissioned and destroyed transponders are processed through documented, verifiable, and auditable disposal procedures, including proof of destruction when a third party performs disposal
- Preparing and delivering required inventory, fulfillment, reconciliation, distributor, replacement, return, performance, disposal, shrinkage, and forecasting reports within required timeframes
- Monitoring fulfillment timeliness and related KPI or SLA exceptions; conducting root-cause analysis and implementing corrective and preventive actions
- Supporting requirements validation, workflow design, inventory setup, data migration, testing, training, operational-readiness activities, cutover, and stabilization for fulfillment and inventory functions during implementation
- Coordinating with operations, customer service, finance, information technology, reporting, quality, mail and shipping providers, Walk-In Centers, distributors, and other authorized parties supporting fulfillment operations
- Maintaining continuity for critical fulfillment activities through documented procedures, cross-training, backup coverage, and surge planning
- Performing other fulfillment and inventory-management duties required to satisfy the client's approved operating procedures and contractual obligations
The Logistics Fulfillment Manager will also provide functional direction and oversight for personnel and service providers assigned to inventory control, transponder fulfillment, shipping, receiving, returns, testing, and reconciliation activities.
Requirements:
- Minimum five (5) years of inventory and logistics experience
- Experience with asset-tracking systems