Fulfillment Manager

About This Role

This role is for a detail-driven Fulfillment Manager to own the end-to-end hardware fulfillment process for SafetyAware and AlertGPS devices. The manager will provision and ship hardware orders for customers across the United States and Canada, manage inventory across multiple device types and manufacturers, and handle purchasing, returns, and all operational tasks to keep the hardware supply running smoothly. Reporting to the VP of Customer Success, this position works closely with Customer Success, Sales, and Finance to ensure every deployment starts on time with the correct devices, configured accurately.

Responsibilities

• Own the end-to-end fulfillment of customer hardware orders, from order intake and verification through configuration, shipment, and delivery confirmation
• Manage fulfillment for both U.S. and Canadian customers, including oversight of Canadian orders and fulfillment activities performed at remote locations
• Provision and configure devices for SafetyAware and AlertGPS, including platform account association, firmware updates, settings configuration, and pre-shipment testing
• Coordinate SIM and connectivity activations with carrier partners, ensuring devices are active and reporting before they ship
• Pick, pack, and ship orders accurately; generate shipping labels, manage carrier accounts, and prepare customs documentation for cross-border shipments
• Partner with Customer Success and Implementation teams to align fulfillment timelines with onboarding plans, pilots, and go-live dates
• Manage returns, RMAs, warranty claims, and device swaps; coordinate repairs and replacements with hardware manufacturers
• Maintain accurate order status, serial number, and device assignment records in HubSpot and internal systems
• Communicate proactively with internal teams and customers on order status, shipping timelines, and any delays or backorders
• Set clear processes, expectations, and quality checks for anyone performing fulfillment tasks remotely, and verify the accuracy of their work
• Manage inventory across multiple hardware types and manufacturers, including safety devices, accessories, chargers, and SIM cards
• Maintain accurate, reconciled inventory across U.S. and Canadian locations, including stock held remotely; manage cross-border transfers, customs brokerage, and duties
• Forecast hardware demand using sales pipeline, renewal, and deployment data; set and maintain reorder points and safety stock levels
• Create, place, and track purchase orders with vendors and distributors; manage lead times, pricing, and supplier relationships
• Conduct regular cycle counts and inventory reconciliations; investigate and resolve discrepancies
• Track device lifecycle, including end-of-life notices, firmware compatibility, and replacement planning for customer fleets