Key Responsibilities and Required Skills for Warehouse Branch Support

🎯 Role Definition

Warehouse Branch Support is a day-to-day operational role that ensures smooth running of a local warehouse or branch distribution center. The role combines physical warehouse tasks (receiving, picking, packing, shipping), inventory control, customer service, documentation, and light supervisory responsibilities to maintain service levels, reduce shrink/stock discrepancies, and support branch leadership in meeting KPI targets. This position requires familiarity with warehouse management systems (WMS), RF barcode scanning, OSHA and safety best practices, and a customer-first approach to in-branch and field support.

📈 Career Progression

Typical Career Path

Entry Point From:

Warehouse Associate / General Warehouse Worker
Inventory Clerk / Stock Control Specialist
Shipping & Receiving Associate

Advancement To:

Warehouse Supervisor / Lead
Branch Manager / Operations Manager
Inventory Control Specialist / Analyst

Lateral Moves:

Logistics Coordinator
Customer Service Lead / Inside Sales Support

Core Responsibilities

Primary Functions

Execute daily receiving operations including unloading trucks, verifying shipment contents against bills of lading and purchase orders, inspecting goods for damage, staging receipts properly, and entering accurate receipt data into the warehouse management system (WMS) to maintain real-time inventory accuracy.
Pick and pack customer orders with speed and accuracy, following pick lists and customer-specific packing requirements, applying correct labeling and documentation to meet carrier and compliance standards, and preparing pallets/loads for scheduled freight pickup.
Operate RF barcode scanners, handheld devices, and WMS terminals to cycle count, confirm picks, complete transactions, and report anomalies; ensure all electronic logs are updated prior to shift close.
Coordinate outbound shipments by staging freight, verifying carrier appointments, preparing Bills of Lading, palletizing loads securely, and communicating pickup windows to transportation partners to avoid delays and detention charges.
Perform systematic cycle counts and full physical inventories; research and reconcile variances using root-cause investigation methods; produce variance reports and implement corrective actions in partnership with inventory control and operations management.
Maintain stringent inventory control by identifying, tagging, and segregating damaged, expired, or quarantine inventory, documenting disposition recommendations, and coordinating returns to vendors or disposition with procurement.
Support branch managers in daily KPI tracking (orders per hour, on-time shipments, inventory accuracy, dock-to-stock time) and take corrective action to meet or exceed service and productivity targets.
Provide first-line customer service to inbound calls and walk-in customers by assisting with order status inquiries, returns, product lookups, special order coordination, and escalation to branch leadership for complex issues.
Enforce safety, security and compliance policies including PPE use, forklift and equipment safety protocols, lockout/tagout procedures, proper material handling, and documentation of incidents; lead toolbox talks and daily safety briefings as assigned.
Operate material handling equipment such as sit-down and stand-up forklifts, pallet jacks, hand trucks, and reach trucks safely and per company certification requirements to move product efficiently around the branch.
Process returns and reverse logistics tasks including inspecting returned goods, restocking salable product, documenting return reasons, and initiating credit or return-to-vendor processes to minimize chargebacks and shrink.
Execute labeling, lot tracking, and serial number traceability processes for regulated or serialized product lines; support product recalls, tracebacks, and audit requests quickly and accurately.
Prepare and maintain shipping documentation for domestic and international shipments including customs paperwork, commercial invoices, hazardous materials (HAZMAT) declarations where applicable, and carrier-specific manifests.
Train, mentor, and provide daily direction to temporary staff, seasonal employees, or junior associates on branch procedures, safety rules, and WMS usage to maintain consistent performance and operational standards.
Monitor stock rotation and shelf life management (FIFO/LIFO) to reduce expirations and obsolescence; coordinate markdowns, transfers, or promotions with merchandising or branch leadership when appropriate.
Coordinate inter-branch transfers and cross-docking activities, ensuring accurate transfer paperwork, timely movement, and updates to system locations to support supply chain flow and local demand.
Maintain a clean, organized, and efficient branch footprint by executing housekeeping tasks, racking inspections, floor sweeping, spill cleanup, and aisle clearance to support safety and productivity.
Support continuous improvement initiatives by documenting process gaps, proposing efficiency improvements (layout, slotting, packing methods), and participating in Kaizen/Lean events to reduce handling and cycle times.
Manage vendor and carrier relationships at the branch level by coordinating appointments, processing short or over-shipments, documenting carrier damages, and escalating recurring issues to procurement or transportation management.
Execute quality control checkpoints for inbound and outbound operations including random inspections, tolerance checks, and defect logging to protect customer satisfaction and reduce returns.
Investigate and resolve inventory discrepancies using transaction history, receiving/shipper confirmations, and system audits; prepare clear discrepancy documentation for corporate inventory teams and support audit requests.
Assist with onboarding, orientation, and performance feedback for new warehouse staff, and maintain up-to-date training records and certifications for all branch employees.
Support emergency response and business continuity plans by participating in drills, executing emergency closures or surge staffing, and communicating status updates to regional management and customers.

Secondary Functions

Run ad-hoc inventory and operational reports from the WMS and ERP systems to support branch managers and regional teams with decision-making and exception management.
Collaborate cross-functionally with procurement, transportation, sales, and customer service to translate branch-level needs into operational changes and to support special projects such as promotions, product launches, and seasonal surges.
Participate in system rollouts, WMS upgrades, or mobile device deployments by testing workflows at the branch level, providing feedback, and training peers.
Assist in cost-control initiatives by monitoring freight spend, reducing damage/returns, and suggesting process changes that drive down operating costs while sustaining service levels.
Contribute to the branch’s documentation library by updating standard operating procedures (SOPs), quick reference guides, and process maps used in training and audit readiness.

Required Skills & Competencies

Hard Skills (Technical)

Warehouse Management Systems (WMS) proficiency — experience with systems such as Oracle WMS, SAP EWM, Manhattan, JDA, or high-volume cloud WMS platforms and familiarity with transaction flows (receipts, picks, transfers, cycle counts).
RF barcode scanning and mobile device operation — accurate scanning, data capture, and troubleshooting of handheld devices and scanners.
Inventory control techniques — cycle counting, physical inventory, root cause analysis for shrink, bin management, lot/serial tracking.
Material handling equipment operation — certified operation of forklifts (sit-down, stand-up, reach), pallet jacks, order pickers, and safe load securement.
Shipping and receiving documentation — Bills of Lading, packing lists, carrier manifests, and basic knowledge of international shipping documentation and customs terminology.
Microsoft Excel and reporting — ability to run, filter, and analyze spreadsheets; create pivot tables and summarize operational data for reporting.
Basic ERP navigation — understanding of order-to-cash and procure-to-pay transaction flows, and ability to update or correct transactions.
Quality control and inspection procedures — sample inspections, defect logging, and disposition processes for damaged or non-conforming goods.
Safety and compliance knowledge — OSHA, DOT, HAZMAT basics (when applicable), PPE enforcement, and incident reporting procedures.
Basic mechanical aptitude — ability to perform routine equipment checks, minor maintenance, and escalate repairs appropriately.

Soft Skills

Strong communication and customer-service orientation — clear verbal and written communication with customers, carriers, and internal stakeholders.
Problem-solving and troubleshooting — analytical mindset to investigate discrepancies, identify root causes, and implement corrective actions.
Time management and prioritization — ability to manage competing priorities during peak periods while meeting SLA targets.
Team leadership and coaching — ability to lead small teams, provide constructive feedback, and maintain morale during high-volume shifts.
Attention to detail — meticulous approach to labeling, documentation, and order accuracy to reduce fulfillment errors.
Adaptability and flexibility — comfortable with schedule variability, surge staffing, and changing operational priorities.
Initiative and ownership — proactive in identifying process improvements and driving small projects to completion at the branch level.
Resilience under pressure — ability to perform in fast-paced environments and maintain quality during high demand.
Conflict resolution — manage and de-escalate customer or courier issues at the branch level while preserving service levels.
Continuous improvement mindset — willingness to participate in lean activities and adopt new tools/processes to improve throughput.

Education & Experience

Educational Background

Minimum Education:

High school diploma or equivalent (GED) required.

Preferred Education:

Associate degree or vocational certification in logistics, supply chain, operations management, or related field preferred.

Relevant Fields of Study:

Logistics and Supply Chain Management
Operations Management
Business Administration
Industrial Technology
Transportation & Distribution

Experience Requirements

Typical Experience Range:

1–5 years of warehouse, distribution, or logistics operational experience; 2+ years preferred for mid-level branch support roles.

Preferred:

Prior experience with WMS systems, RF scanning, and forklift operation certification.
Experience in fast-paced retail, e-commerce, manufacturing, or third-party logistics (3PL) environments is highly desirable.
Demonstrated track record of improving inventory accuracy, reducing cycle times, or contributing to successful branch KPIs.