Fulfillment & Production Control Manager

FULFILLMENT & PRODUCTION CONTROL MANAGER

ROLE OVERVIEW

The Fulfillment & Production Control Manager is tasked with transforming the company’s customer service function into an integrated, execution-driven fulfillment and production control capability. This leadership role is responsible for overseeing essential activities such as capacity planning, MRP-driven scheduling, Master Production Schedule (MPS) management, and delivery feasibility governance within a B2B manufacturing environment.

By establishing disciplined production control processes and governing customer delivery commitments, the manager will bridge the gap between demand intent, as defined by Sales and Operations Planning (S&OP), and manufacturing execution. This ensures that the company’s operational activities are closely aligned with commercial objectives.

Reporting to the Chief Revenue Officer (CRO) and overseeing the Customer Service team, this execution-oriented leadership position is accountable for establishing and maintaining capacity truth, fulfillment performance, and delivery reliability. The Fulfillment & Production Control Manager ensures that all customer commitments are not only commercially aligned but also operationally feasible, thereby supporting the company’s strategic and operational goals.

POSITION RESULTS

Key Objectives

• Establish production control as a formal capability where one does not currently exist.
• Shift customer service from reactive order handling to proactive fulfillment execution.
• Create a single point of accountability for delivery commitments, backlog health, and schedule feasibility.
• Improve promise reliability and customer confidence to support sustainable revenue growth.
• Ensure customer service operates as an execution arm of production control, not a buffer for variability.
• Support Kwik Lok manufacturing and production activities through with a focus on continuing improvement of quality, food safety, and processes.

Key Performance Indicators

• On Time and In Full (OTIF)
• Order Accuracy
• Backlog Health and Stability
• Schedule Adherence
• Capacity Utilization and Constraint Visibility
• Customer Service Execution Effectiveness (accuracy, timeliness, escalation quality)

POSITION RESPONSIBILITIES

Production Control & Capacity Management (Build & Own)

• Design, implement, and maintain capacity planning practices across labor, equipment, and constrained resources.
• Establish baseline capacity models and planning assumptions where none currently exist.
• Identify bottlenecks, constraints, and demand capacity mismatches and define mitigation actions.
• Serve as the single authority on delivery feasibility in support of commercial commitments.
• Provide fact-based feasibility input to S&OP and commercial leadership.

MRP, Scheduling, and Planning Governance

• Own the Master Production Schedule (MPS) across the full executable horizon.
• Define and govern MRP parameters, order release logic, and schedule priorities.
• Translate approved commercial demand into executable production plans.
• Improve schedule stability while managing necessary change driven by demand or supply variability.
• Ensure ERP/MRP planning data integrity and disciplined usage across plants.

Customer Fulfillment & Commercial Commitment Ownership

• Own customer fulfillment from order acceptance through shipment.
• Establish and enforce order promise logic tied to capacity and material reality.
• Manage backlog health, delivery risk, and recovery planning.
• Approve, modify, or reject delivery commitments based on feasibility.
• Partner closely with Sales and the CRO to support reliable revenue realization.
• Ensure customers receive clear, proactive communication regarding delivery status and changes.

Customer Service Team Leadership (Transition & Elevate)

• Own and lead the Customer Service function, including all fulfillment and order execution staff.
• Redefine and enforce standard work for:
  • Order entry
  • Order changes
  • Escalations
  • Customer communication
• Align customer service priorities directly to production schedules and fulfillment execution.
• Ensure the team operates as an execution arm of Production Control, not as a workaround for operational instability.
• Direct customer service actions related to order changes, delays, and recovery plans.

Cross Functional Integration

• Act as the primary operational interface between Sales, Procurement, Operations, and Manufacturing.
• Provide fact-based input into demand discussions, backlog reviews, and delivery risk assessments.
• Resolve conflicts between commercial demand and operational feasibility.
• Escalate systemic issues and capacity risks with clarity and data.

SCOPE

The Fulfillment & Production Control Manager has authority to:

• Approve, modify, or reject customer delivery commitments.
• Set production priorities within the defined planning horizon.
• Escalate demand that exceeds feasible capacity or supply.
• Direct customer service actions related to order changes, delays, and recovery plans.

To prevent role overlap and scope creep, this role does NOT own:

• Sales demand forecasting or S&OP ownership
• Sales enablement or sales training
• HubSpot or CRM administration
• Sales operations analytics or commercial reporting
• Pipeline management or deal level analysis
• Commercial pricing or negotiation activities

All demand planning, sales analytics, HubSpot ownership, and sales enablement sit with the S&OP & Sales Enablement Manager. These explicit scope boundaries are non-negotiable.

REQUIRED QUALIFICATIONS

• Education: Bachelor’s degree in Operations, Supply Chain, Manufacturing, Business, or related field (or equivalent experience).
• Professional Experience:
  • Experience in B2B manufacturing, order fulfillment, constraint management, and production capacity planning or production control roles.
  • Minimum 5 years of progressive leadership experience in customer service, and production or manufacturing environments.
  • Background in environments undergoing operational transformation or growth.
  • Experience partnering closely with Sales or commercial leadership teams.
• Technical Knowledge & Skills:
  • Proven ability to stand up and optimize production scheduling systems.
  • Deep understanding of best practices in production planning, quality control, and continuous improvement methodologies.
  • Working knowledge of ERP/MRP systems, production scheduling concepts, and Microsoft Office Suite.
  • Ability to interpret engineering drawings, schematics, and technical specifications to effectively satisfy order fulfillment and service needs.
• Must be able to pass pre-employment drug and background screenings.
• Must be legally authorized to work in the United States without sponsorship.

KEY SKILLS AND ATTRIBUTES

• Expert at leveraging KPIs and data to drive operational results, maintain quality standards, and ensure a safety-first culture.
• Skillful at communicating with and relating to stakeholders at all levels, from shop floor employees to executive leadership and external partners.
• Excellent cross-functional collaboration and influence skills.
• Ability to continually approach challenges with an innovative spirit and display a commitment to seeking feedback for both personal growth and operational excellence.

ALL THE DETAILS…

• Pay scale: $102,000 - $115,000 a year, commensurate with experience
• Insurance Benefits: Medical, Dental, Vision, Prescription, Life and Disability Insurance plans (60 day waiting period)
• Retirement Benefits: 401K Plan with company match (90 day waiting period - restrictions apply)
• Paid Time Off: (90 day waiting period, prorated for first year)
  • Paid Time Off: (90 day waiting period, prorated for first year)
  • Vacation: 160 hours a year, with increases based on years of service
  • Holidays: 70 hours a year (8.5 days): 1 Floating Holiday, New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and the Friday following, half day on Christmas Eve, and Christmas Day
  • Sick Leave: 40 hours a year, accrued at 1 hour per 40 hours worked for hourly employees, salary employees prorated for first year
• Other Compensation: Employees may be eligible for annual performance bonuses
• Schedule: Monday through Friday, 7:00am to 3:30pm
• Location: Yakima, Washington, with ability to work remotely
• Work environment: Occasionally bends, squats, reaches, kneels, and may lift up to 40 lbs. on occasion. Constantly seeing, hearing, talking. Noise level in office environment 10dB, 85-95 dB in production environment.

To learn more about Kwik Lok, click here.

Kwik Lok is an Equal Employment Opportunity (EEO) employer. We strongly encourage people from underrepresented groups to apply. We value a diverse workforce and provide equal opportunities to all employees and qualified applicants without regard to race, color, religion, national origin, gender identity, sexual orientation, age, disability, marital status, genetic information, status as a veteran, unrelated criminal conviction history, or any other characteristic protected by law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job, or participate in the application and interview process.

To view labor compliance information, click here.