Department: Operations

Reports To: Branch Manager Classification: Exempt

Supervisory Responsibility: Outbound Warehouse, Picking, Staging, Loading, and Delivery Operations

Position Summary

This role will be a critical player in building the next chapter in our organization’s success. As a leader within one of ProSource’s flagship locations, the ideal candidate will be relentless in the pursuit of excellence and establish standards that promote people’s development to drive improvements in inventory speed, placement, accuracy and cost. To succeed the ideal candidate must communicate effectively, collaborate with all stakeholders across operations and the ProSource Support Center, leverage data to inform decisions and most importantly care deeply about building new systems while preserving a culture committed to people.

The Outbound Manager is responsible for leading and coordinating all outbound distribution activities, including order picking, verification, staging, loading, transfers, delivery preparation, and the efficient movement of product from inventory to customers and other company locations.

This position ensures customer orders are picked accurately, staged properly, loaded safely, and ready for delivery or customer pickup on time. The Outbound Manager provides hands-on leadership to warehouse and delivery employees, establishes daily priorities, monitors productivity, and works closely with Sales, Transportation, Inventory, and branch leadership to deliver a high level of customer service.

The successful candidate will have experience in wholesale distribution, warehouse operations, order fulfillment, logistics, and ERP/WMS systems and will demonstrate strong leadership, urgency, accountability, and attention to detail.

Essential Duties and Responsibilities

Outbound Operations

• Direct daily picking, staging, loading, transfer, and outbound warehouse activities to include deliveries.
• Establish daily priorities based on delivery schedules, customer commitments, transfers, will-call orders, and business needs.
• Ensure orders are picked accurately and efficiently using established warehouse processes.
• Verify product numbers, descriptions, quantities, and other order requirements before products leave the facility.
• Ensure completed orders are properly staged, labeled, secured, and organized for delivery or customer pickup.
• Coordinate loading activities to ensure trucks are loaded safely, accurately, and according to delivery sequence.
• Monitor outbound workload throughout the day and adjust staffing and priorities as necessary.
• Ensure customer pickups and will-call orders are prepared and available when promised.
• Coordinate outbound branch transfers and other internal product movements.
• Address incomplete orders, shortages, damaged products, and other fulfillment issues before shipment whenever possible.
• Maintain clean, organized, and clearly identified staging and loading areas.

Delivery & Transportation Coordination

• Coordinate daily delivery requirements with drivers, sales teams, and branch leadership.
• Review delivery schedules and routes to ensure customer commitments can be met.
• Ensure delivery vehicles are loaded accurately and efficiently.
• Confirm drivers have appropriate paperwork, documentation, and delivery information before departure.
• Monitor delivery exceptions, missed deliveries, returns, and other service issues.
• Work with drivers and sales employees to resolve customer delivery concerns.
• Support efficient route planning and vehicle utilization.
• Coordinate emergency, expedited, or priority deliveries when necessary.
• Ensure returned products and undelivered materials are properly documented and returned to inventory or designated staging areas.

Order Accuracy & Inventory Controls

• Maintain a high level of outbound order accuracy through disciplined picking, verification, staging, and loading processes.
• Research and resolve picking and shipping discrepancies.
• Ensure inventory transactions are completed accurately and timely within the ERP/WMS.
• Investigate recurring picking errors, shortages, incorrect shipments, and inventory discrepancies.
• Partner with Inventory and Inbound Operations to resolve product location and availability issues.
• Ensure damaged or questionable products are identified before shipment.
• Support cycle counts, physical inventories, and inventory discrepancy investigations.
• Ensure returned and canceled orders are properly processed and returned to available inventory.

Team Leadership

• Supervise, coach, train, and develop employees assigned to outbound warehouse and delivery operations.
• Conduct daily startup meetings to communicate workload, priorities, safety considerations, and customer commitments.
• Assign work and establish clear expectations for completion.
• Monitor employee productivity, accuracy, attendance, safety, and performance.
• Provide ongoing feedback, coaching, recognition, and corrective action when appropriate.
• Cross-train employees to provide operational flexibility and coverage.
• Ensure new employees receive appropriate training on picking, staging, loading, delivery, ERP/RF processes, equipment, and safety requirements.
• Promote teamwork and effective communication between warehouse, drivers, sales, receiving, purchasing, and other departments.
• Evaluate workload and recommend appropriate staffing levels based on business volume and operational requirements.

Customer Service & Sales Support

• Partner with Inside Sales, Counter Sales, Outside Sales, and Customer Service to meet customer delivery commitments.
• Communicate potential delays, shortages, or fulfillment issues before they negatively impact the customer whenever possible.
• Prioritize orders based on established customer commitments and business requirements.
• Assist in resolving customer concerns related to incorrect, damaged, missing, or delayed products.
• Maintain a strong sense of urgency around customer orders and delivery expectations.
• Ensure operational decisions support both efficient warehouse execution and an excellent customer experience.

Safety & Compliance

• Properly conduct safety investigations, root cause analysis and understand how to apply the hierarchy of controls to eliminate future risk.
• Establishes and upholds world class expectations with 5S by maintaining a safe, clean, and organized staging, loading, delivery and warehouse environment.
• Ensure employees comply with company safety policies and material-handling procedures.
• Monitor forklift, pallet jack, RF scanner, loading, and other warehouse activities for safe operation.
• Ensure products are properly secured and loaded to minimize damage and transportation hazards.
• Conduct routine safety observations and promptly address unsafe conditions or behaviors.
• Participate in safety meetings, training, incident investigations, and corrective actions.
• Ensure aisles, staging areas, loading docks, emergency exits, and work areas remain clear.
• Ensure drivers and applicable employees comply with company vehicle and driver-safety requirements.

Operational Improvement

• Monitor outbound workflow and identify opportunities to improve productivity, accuracy, and throughput.
• Develop and maintain standardized picking, staging, loading, and delivery processes.
• Identify bottlenecks and implement practical solutions to improve order flow.
• Evaluate warehouse layout, product slotting, staging areas, and loading processes for efficiency.
• Use operational data to evaluate staffing, workload, productivity, and service performance.
• Identify root causes of recurring errors or service failures and implement corrective actions.
• Support effective utilization of ERP, RF scanning, warehouse technology, and other operational systems.
• Partner with Inbound Operations to improve overall warehouse flow and inventory availability.

Key Performance Indicators

Performance may be evaluated using measures such as:

• Order picking accuracy
• On-time order completion
• On-time delivery performance
• Lines or units picked per labor hour
• Orders/lines processed per employee
• Order cycle time
• Will-call readiness
• Mis-picks and shipping errors
• Customer delivery errors
• Product damage
• Returns attributable to warehouse errors
• Delivery exceptions and missed deliveries
• Overtime and labor utilization
• Vehicle utilization
• Safety incidents
• Employee productivity and attendance
• Outbound backlog

Education and Experience

• High school diploma or equivalent required.
• Associate or bachelor's degree in Supply Chain, Operations, Business, Logistics, or a related field preferred.
• 3–5 years of warehouse, distribution, order fulfillment, transportation, or logistics experience preferred.
• 2+ years of supervisory or team leadership experience preferred.
• Experience in wholesale distribution strongly preferred.
• Experience with plumbing, electrical, HVAC, industrial, building materials, or similar distribution environments is a plus.

Knowledge, Skills, and Abilities

• Demonstrated understanding of lean principles and process improvement to drive performance at scale.
• Advocate of talent development and people engagement to promote a culture of winning.
• Strong knowledge of warehouse picking, staging, loading, shipping, and delivery operations.
• Strong understanding of inventory-control principles.
• Ability to lead employees in a fast-paced distribution environment.
• Strong organizational and workload-planning skills.
• Ability to balance customer urgency with accuracy, safety, and operational efficiency.
• Strong attention to detail.
• Effective verbal and written communication skills.
• Ability to work effectively across departments.
• Strong problem-solving and decision-making skills.
• Ability to analyze operational performance and identify improvement opportunities.
• Working knowledge of Microsoft Excel, Outlook, and related business applications.
• Experience with ERP and warehouse management systems required; Epicor Eclipse/Solar and RF scanning experience preferred.
• Ability to read and interpret sales orders, transfer documents, pick tickets, delivery documentation, inventory reports, and operational reports.

Physical Requirements

• Ability to work in a warehouse and distribution environment for extended periods.
• Ability to stand, walk, bend, reach, and perform physical activities associated with warehouse operations.
• Ability to lift and move products weighing up to 50 pounds, with or without reasonable accommodation.
• Ability to work around forklifts, pallet jacks, delivery vehicles, and material-handling equipment.
• Ability to work in warehouse conditions that may include varying temperatures and noise levels.
• Forklift certification or ability to obtain certification may be required.