E-Commerce and Internal Fulfillment Lead
DESIGNMEWhy DESIGNME? DESIGNME is a fast-growing haircare brand based in Montreal. We create high-performance, cruelty-free products and are looking for people who take ownership, move quickly, and care about getting the details right. Every customer order passes through this team. This role is responsible for making sure those orders leave on time, complete, accurate, and undamaged. About the Role We are looking for an E-Commerce Fulfillment Lead to run daily order fulfillment and manage the physical inventory within the e-commerce fulfillment area. You will turn incoming orders into a clear picking and packing plan, assign the team based on volume, manage carrier cut-offs, maintain accurate inventory, and make sure every order leaving the building meets our standards. This is a hands-on floor leadership role , not a desk job. You will spend most of your day working directly with the fulfillment team. You will report to the Operations Manager . What You'll OwnDaily Fulfillment Plan and execute the daily order flow from release through dispatch Assign labour across picking, packing, and shipping based on volume and priorities Ensure orders are shipped accurately and within carrier cut-off times Manage carrier pickups and resolve shipping exceptions or missed pickups Track daily output, backlog, and reasons for missed orders Execute approved internal shipment and fulfillment requests accurately and on time Inventory & Accuracy Manage physical inventory levels within the e-commerce fulfillment area Maintain accurate inventory quantities and investigate discrepancies Perform regular cycle counts and report variances Ensure stock is rotated using FIFO (First In, First Out) principles Maintain proper product organization, location accuracy, and stock rotation Maintain high picking and packing accuracy Ensure promotional inserts, gifts-with-purchase, kits, and internal requests are fulfilled correctly Identify stock shortages early and escalate issues before they impact orders Ensure inventory errors in the fulfillment area do not create avoidable stockouts Reporting & Controls Prepare and maintain daily and weekly operational reports Report on order volume, productivity, backlog, inventory variances, returns, and fulfillment issues Maintain accurate records of cycle counts, damages, claims, and inventory movements Escalate recurring operational or inventory issues with clear supporting information Support continuous improvement of fulfillment processes and standard operating procedures Returns, Damages & Claims Process returns and quickly return resalable products to inventory Document damaged shipments and submit carrier claims within required timelines Track return reasons and identify recurring issues Ensure damaged, returned, or non-sellable stock is properly identified and separated Launches & Promotions Ensure fulfillment is ready before launches and promotions Confirm stock, kits, packaging, and materials are staged and available Coordinate with E-Commerce, Marketing, Sales, and Warehouse teams to ensure launches and internal requests are executed correctly Ensure promotions and launches ship accurately from day one Team & Safety Lead, train, and support the fulfillment team Set clear daily priorities and performance expectations Address performance or execution issues quickly Maintain strong housekeeping, safety, and standard operating procedures Ensure the fulfillment area is organized, clean, and ready for the following day's operation What Success Looks Like Orders consistently ship within required timelines Picking and packing accuracy is measured and maintained Physical inventory in the e-commerce area is accurate Cycle counts are completed consistently and variances are investigated FIFO procedures are followed Returns are processed within established turnaround times Carrier claims are submitted within required claim windows Internal fulfillment requests are executed accurately and on time Operational reports are accurate an…