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Key Responsibilities and Required Skills for Warehouse Support Manager

💰 $ - $

OperationsSupply ChainLogisticsWarehouse ManagementDistribution

🎯 Role Definition

The Warehouse Support Manager is responsible for ensuring smooth, safe, and efficient warehouse operations by coordinating support functions such as receiving, put-away, picking, packing, shipping, inventory control, and maintenance. This role acts as a central point for operational problem-solving, process standardization, vendor coordination, and cross-functional communication. The Warehouse Support Manager drives KPIs (accuracy, on-time shipments, dock-to-stock time, shrink reduction), enforces safety and regulatory compliance (OSHA, DOT), supervises support staff and temporary labor, and partners with supply chain, procurement, and carrier teams to deliver exceptional customer service and cost-effective operations.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Warehouse Supervisor / Shift Lead
  • Inventory Control Analyst / Specialist
  • Logistics Coordinator / Shipping & Receiving Lead

Advancement To:

  • Warehouse Operations Manager
  • Distribution Center Manager
  • Supply Chain Manager / Logistics Manager

Lateral Moves:

  • Inventory Manager
  • Transportation / Logistics Planner
  • Quality Assurance Manager (operations-focused)

Core Responsibilities

Primary Functions

  • Lead day-to-day warehouse support activities, including receiving, unloading, inspection, put-away, replenishment, picking, packing, and shipping, ensuring all processes meet established SLA and KPI targets for accuracy, productivity, and on-time shipment performance.
  • Oversee inventory accuracy programs such as cycle counting, periodic full physical counts, and reconciliation processes; analyze discrepancies, implement corrective actions, and coordinate root-cause analysis to reduce shrink and variance.
  • Manage and optimize WMS (Warehouse Management System) and handheld RF workflows, including user administration, configuration of location strategies, wave planning, and troubleshooting to improve throughput and reduce exceptions.
  • Supervise and coach warehouse support staff, lead teams during peak volumes and seasonal surges, recruit and onboard temporary labor, and maintain staffing models that balance service levels with labor cost efficiency.
  • Develop, monitor, and report on critical operational KPIs (inventory accuracy, order fill rate, dock-to-stock time, labor productivity, OT rate, on-time shipments) and present actionable insights to senior operations leadership to drive continuous improvement.
  • Implement and enforce safety programs and regulatory requirements (OSHA, DOT, fire code, HAZMAT protocols), conduct regular safety audits, lead incident investigations, and drive corrective actions and employee safety training.
  • Coordinate inbound logistics activities, including carrier scheduling, appointment management, trailer management, and cross-dock planning to minimize dwell time and improve receiving throughput.
  • Manage outbound operations and shipping compliance, including carrier selection, documentation (BOL, packing lists, labels), carrier tendering, and freight claim investigations to ensure accurate and timely delivery to customers.
  • Execute process improvement and cost-reduction initiatives (Lean, 5S, Kaizen), document standard operating procedures (SOPs), and lead cross-functional kaizen events to streamline material flows and eliminate waste.
  • Maintain vendor and supplier relationships for third-party contract services, onsite MHE (material handling equipment) maintenance, pallet and container management, and coordinate corrective actions for supplier performance issues.
  • Plan and control spare parts and MHE inventory for forklifts, conveyors, and sortation equipment; liaise with maintenance teams to ensure high equipment uptime and safe operation.
  • Oversee packaging optimization and quality control efforts to reduce damage in transit, optimize packaging costs, and ensure compliance with customer packaging specifications and sustainability initiatives.
  • Lead root-cause analysis on operational issues (e.g., incorrect picks, shipping errors, inventory discrepancies) using structured problem-solving methods and implement countermeasures to prevent recurrence.
  • Coordinate IT and WMS change requests and deployments with the technology and IT support teams, validate system changes through test scripts, and train impacted staff on new or updated processes.
  • Manage seasonal planning and capacity forecasting, working with demand planning and sales operations to adjust staffing levels, layout, and equipment allocation during promotions and peak seasons.
  • Administer quality assurance checkpoints and inspection processes for inbound and outbound shipments, including quarantine handling, disposition management, and supplier quality escalation.
  • Drive customer service excellence by working with operations and customer success teams to investigate and resolve order exceptions, expedite critical shipments, and communicate status updates to customers and stakeholders.
  • Oversee budgetary responsibilities for the warehouse support function, monitor labor and operational expenses, track cost-per-order metrics, and propose efficiency projects that deliver measurable ROI.
  • Ensure compliance with company policies, customs and trade regulations (when applicable), and internal control standards for inventory safeguards and financial audit readiness.
  • Build and maintain operational documentation, training manuals, SOPs, and on-the-floor visual controls to standardize processes and support knowledge transfer across shifts and sites.
  • Facilitate coordination between cross-functional teams (procurement, production planning, transportation, quality, and finance) to resolve bottlenecks and align inventory availability with customer demand.
  • Drive onboarding and continuous training programs for staff on WMS usage, safety procedures, equipment operation (forklift, pallet jack), and process updates to maintain high competency levels and reduce incidents.

Secondary Functions

  • Support ad-hoc reporting requests and create dashboards for leadership using Excel, BI tools, or WMS reporting extracts to enable data-driven decision making.
  • Participate in cross-functional projects such as network optimization, new site openings, or ERP/WMS upgrades by providing operational requirements, floor-layout input, and transition support.
  • Coordinate with HR on workforce planning, disciplinary actions, performance reviews, and career development for warehouse support personnel.
  • Conduct supply chain risk assessments and participate in business continuity planning to prepare for disruptions such as weather events, supplier failures, or transportation delays.
  • Assist procurement with vendor onboarding, SLA reviews, and performance scorecards related to inbound quality and on-time delivery metrics.
  • Maintain inventory records and cycle count schedules, and ensure audit readiness by preparing documentation and supporting physical audits from internal or external auditors.
  • Analyze labor utilization and recommend scheduling or process changes to improve productivity while maintaining safety and quality standards.
  • Support sustainability initiatives by recommending packaging changes, pallet reuse programs, and energy-efficient equipment options.
  • Act as the operational point of contact for 3PL partners and carriers, resolving service issues and ensuring contractual service levels are met.
  • Document lessons learned from operational incidents and lead follow-up initiatives to institutionalize best practices across the warehouse network.

Required Skills & Competencies

Hard Skills (Technical)

  • Warehouse Management Systems (WMS): administration, configuration, and troubleshooting (examples: Manhattan, Blue Yonder/JDA, SAP EWM, Oracle WMS).
  • Inventory control methodologies: cycle counting, perpetual inventory, ABC analysis, variance reconciliation and shrink reduction.
  • Material handling equipment (MHE) knowledge: forklifts, pallet jacks, conveyor systems, RF scanners, and basic mechanical troubleshooting.
  • Shipping and receiving processes: carrier appointment systems, BOL/EDI handling, palletization, labeling standards, and carrier performance management.
  • Data analysis and reporting: advanced Excel (VLOOKUP, PivotTables, Power Query), familiarity with BI tools (Tableau, Power BI), and KPI dashboard creation.
  • Lean/Continuous Improvement tools: 5S, Kaizen, DMAIC, value stream mapping, and process mapping to drive cost and efficiency gains.
  • Safety and compliance: OSHA regulations, DOT requirements, hazardous materials handling, workplace safety audits, and incident investigation.
  • Order fulfilment processes: wave planning, pick/pack/ship optimization, returns processing, and cross-docking.
  • ERP integration basics and familiarity with EDI/transmission workflows and system change control procedures.
  • Basic budget and P&L awareness: monitoring operational costs, labor planning, and ROI calculation for process improvement projects.

Soft Skills

  • Strong leadership and people management skills with experience coaching, developing, and motivating frontline teams.
  • Excellent communication skills, able to succinctly report operational status, escalate issues, and align stakeholders across functions.
  • Analytical and problem-solving mindset with the ability to translate data into actionable operational improvements.
  • Customer-focused orientation, prioritizing on-time, accurate fulfillment and rapid resolution of order exceptions.
  • Adaptability and resilience in fast-paced, high-volume environments with shifting priorities and peak season variability.
  • Organizational skills and attention to detail to manage multiple initiatives, maintain SOPs, and ensure audit readiness.
  • Conflict resolution and negotiation skills for managing vendor relationships and resolving carrier or supplier disputes.
  • Time management and prioritization skills to allocate resources effectively during high-volume periods.
  • Coaching and training capability to upskill staff on safety, WMS usage, and process standards.
  • Collaborative mindset to work cross-functionally with procurement, transportation, quality, and IT teams.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or equivalent required.

Preferred Education:

  • Associate's or Bachelor's degree in Supply Chain Management, Operations Management, Logistics, Business Administration, or related field preferred.

Relevant Fields of Study:

  • Supply Chain Management
  • Logistics and Transportation
  • Business Administration
  • Industrial Engineering
  • Operations Management

Experience Requirements

Typical Experience Range:

  • 4–8+ years of progressive experience in warehouse operations, logistics, or distribution environments, including 2+ years in a supervisory or lead role.

Preferred:

  • Prior experience managing warehouse support functions in a high-volume distribution center, experience with WMS implementation or major upgrades, proven track record of improving KPIs through process improvement, and a working knowledge of safety and regulatory compliance standards.
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