The Challenge
Order fulfillment may be the most critical component of the supply chain. When fulfillment operations are slow, inaccurate, or fail to scale, they don't just generate logistics costs - they destroy customer trust and cap revenue growth. For high-growth companies and 3PLs, the challenge is turning this costly necessity into a strategic competitive advantage capable of handling exponential volume.
World-Class Accuracy Meets Executive Strategy
I specialize in building and scaling fulfillment operations that consistently achieve world-class accuracy and customer satisfaction scores, ensuring the operation is structurally ready for rapid expansion. My expertise is proven across B2B, DTC, and specialized cold chain environments. Whether it shipping dry goods, refrigerated, frozen, or hazardous materials, my experience has it covered. I can count consumers, marketplaces, retail outlets, distributors, manufacturing facilities, government and military operations, and events as just a few of the destinations that I’ve fulfillment orders for.
Accuracy & Quality Assurance (The Foundation)
I implement systems that define operational excellence and de-risk the customer experience.
Accuracy Benchmark: Implemented processes that ensured order accuracy exceeded 99.98%, including a remarkable and sustained 30-month streak of 100% accuracy.
Compliance: Expertise in maintaining complex compliance programs, including USDA, FDA, OSHA, and Hazmat standards for food, nutritional supplements, and raw materials.
Financial Performance & Operational Excellence
I transform fulfillment from a cost center into a profit driver through rigorous cost control and efficiency programs.
Cost Reduction: Applied Lean Six Sigma Black Belt methodology to negotiate contracts and redesign processes, resulting in a $1.2 million savings in packaging costs and a 41% reduction in COGS in cold chain logistics.
Profit Growth: Managed and transformed a startup fulfillment operation to achieve profit margins between 11.1% and 20.3% over a nine-year period.
Customer Experience & Growth Strategy
Fulfillment is customer service. My focus on one-touch resolution and defined KPIs consistently converts operations into loyalty engines.
Customer Loyalty: Consistently achieved Net Promoter Scores (NPS) in the 70s. Successfully managed the transformation of a worst-rated operation in the country into a top-tier performer.
Strategic Exits: Established and executed the exit plans for two fulfillment businesses, positioning one for acquisition by an e-commerce marketplace platform (Rakuten) after achieving 70% year-over-year growth.
Core Fulfillment Capabilities
WMS Integration & Optimization: Deep hands-on experience with Veracore, Cargowise, and Extensiv (OMS/WMS).
3PL/4PL Management: Managed up to 9 fulfillment centers simultaneously, totaling over 3.5 million square feet.
Cold Chain Logistics: Expert in refrigerated/freezer operations and specialty packaging for temperature-sensitive goods.
Labor & Capacity Planning: Engineered staffing and process flows to support high-volume e-commerce and specialized piece-pick operations.
If your fulfillment operations are preventing you from scaling and eroding customer loyalty, let's talk.
View my detailed project portfolio or schedule a strategic consultation today.