Retail Sales Operations Manager

The Retail Sales Operations Manager is responsible for the end-to-end operational execution of retail channel—ensuring accurate order processing, on-time fulfillment, and retailer compliance across major accounts. This role bridges sales and supply chain operations, owning EDI management, third-party logistics relationships, and retailer performance reporting.

Essential Functions and Impact Areas

Order Operations & EDI Management

• Manage end-to-end order receipt, processing, and execution via EDI for all retail accounts—ensuring order accuracy and on-time entry across every PO cycle.
• Monitor the EDI platform daily to catch and resolve transmission errors; escalate technical issues with appropriate urgency and partner with internal systems resources when needed.
• Coordinate order cuts when inventory constraints require it—communicating with brokers, managing order change follow-through, and confirming resolution within required windows.
• Maintain retailer-specific order workflows and adapt to account-level requirements including ship window verification, portal submissions, and routing compliance.
• Drop orders to the 3PL on schedule, sharing PO and ship window details for confirmation that every order has been received.

Logistics & 3PL Coordination

• Serve as the primary operational liaison with the third-party logistics provider, sharing PO details, validating shipment ASNs, and tracking on-time execution against commitments.
• Manage logistics processes across carriers and routing portals
• Plan and execute kitting work orders in NetSuite: coordinating with Planning on monthly supply reviews, issuing WO documentation to the 3PL, validating BOMs for accuracy, and confirming receipt in the system.
• Manage shipments end-to-end: inputting shipment plans into the client portal, generating transfer orders in NetSuite, coordinating labels and BOLs with the 3PL, and monitoring pickup timelines.
• Travel to the 3PL facility at minimum quarterly to maintain the relationship and stay current on operational processes; join retailer headquarters visits as business needs arise.

Retailer Compliance & Chargeback Management

• Collect and maintain complete shipment documentation—including signed MBOLs and itemized BOLs—organized in a shared drive so that brokers can self-serve when disputing chargebacks.
• Keep retailer-specific dispute tools and access tokens current (e.g., Walmart Guru bot token) to enable timely chargeback resolution.
• Monitor retailer scorecards and OTIF, fill rate, and service level metrics; proactively surface performance gaps and coordinate internally on remediation.
• Attend retailer-hosted webinars on process and compliance updates; translate new requirements into clear, actionable guidance for internal partners across supply chain and fulfillment.
• Own admin access and login management for all retailer portals.

Reporting & Analytics

• Own and maintain the Retail Dashboard: refresh on each PO cycle, ensure formula and reporting integrity, and lock the prior month at period close for cross-functional reference.
• Produce monthly OTIF and fill rate reporting, providing sales leadership with data to support account performance conversations and strategic planning.
• Complete monthly inventory reconciliation in partnership with accounting, including flagging daily inventory gaps to relevant internal teams.
• Invoice approval for 3PL invoices received monthly; ensure all shipments are fulfilled in NetSuite and accounted for in period reporting.
• Support ad hoc data requests and forecasting analysis from sales leadership and account teams.

Cross-Functional Partnership & New Business

• Collaborate closely with supply chain, finance, and marketing to align on inventory positioning, demand signals, and retailer execution priorities.
• Lead new retailer onboarding end-to-end: coordinating 3PL and EDI setup, establishing routing and compliance requirements, managing new item forms and system setup, and project managing first shipments to successful delivery.
• Manage intercompany inventory transfers between fulfillment locations in partnership with Planning, including creating transfer orders and coordinating logistics.
• Set up new SKUs as needed, ensuring all dimensional data, GTINs, and compliance requirements are accurate prior to launch.
• Organize and maintain sales contracts and agreements in the Ironclad repository; serve as the point of contact for order changes, new product receipt confirmations, and shipments with internal teams (finance, sales, supply chain) and brokers.

Required Qualifications

• 5–8 years of experience in retail operations, sales operations, or supply chain roles with direct exposure to major retail accounts (Target, Walmart, and/or Amazon required).
• Demonstrated hands-on experience managing EDI platforms; familiarity with TrueCommerce is strongly preferred and a meaningful differentiator for this role.
• Experience managing third-party logistics (3PL) relationships, including holding external partners accountable to SLAs, operational timelines, and documentation standards.
• Proficiency with retailer portals for order management, data pulls, and compliance reporting across Walmart, Target, and Amazon.
• Experience working with NetSuite or a comparable ERP system for order management, transfer orders, work orders, and inventory functions.
• Ability to manage multiple time-sensitive workflows simultaneously without losing accuracy or letting follow-through slip.
  
• Clear, structured communicator who can translate operational data into reporting and insights for commercial and cross-functional stakeholders.
• Ability to travel on a quarterly basis is required

Nice-to-Haves

• Experience with Mercury Gate or ShipIQ routing and logistics platforms.

• Familiarity with chargeback dispute processes for major retailers, including documentation and broker coordination.

• Experience supporting new retailer launches, including EDI integration setup and first-shipment project management.