What are the responsibilities and job description for the Retail Operations Manager position at Fencing Supply Group?
Retail Operations Manager – Home Centers
Fencing Supply Group | On-Site (Atlanta, GA HQ)
About Fencing Supply Group
Fencing Supply Group (FSG) is a national distributor of fence and building products, backed by The Sterling Group. We're headquartered in Atlanta and serve professional contractors, home centers, and end-users through branches and DCs across the country.
The Role
We are seeking a highly organized, execution-focused Retail Operations Manager to support and grow our strategic home improvement retail business, with an immediate focus on a major national retail customer.
This role will lead the day-to-day operational execution of our national home center retail business, including direct leadership of a small customer service/operations team (n=2) supporting order execution, customer service, and special-order management.
This is an ideal opportunity for someone who thrives in a fast-paced environment, loves solving operational problems, and enjoys coordinating across sales, supply chain, IT, and customer support.
What You'll Own
Retail Operational Performance
- Monitor store-level inventory, in-stock performance, replenishment, and product availability across a national retail network
- Identify and resolve stockout risks, fulfillment gaps, and execution issues before they impact sales
- Track and manage open orders, shipment exceptions, and service-level performance
- Partner with supply chain teams to improve fill rates, replenishment responsiveness, and inventory positioning
Customer Operations Team Leadership
- Lead and develop a small retail customer operations team responsible for day-to-day customer service, order management, and special-order execution for major home center accounts
- Establish clear roles, priorities, performance expectations, and service standards across the team
- Ensure timely and accurate handling of customer inquiries, order changes, special-order requests, returns, and issue resolution
- Improve team workflows, escalation paths, and operational discipline to support scalable growth
- Partner closely with account management, supply chain, and branch operations to ensure strong customer execution
- Identify automation and process improvement opportunities to reduce manual work and improve responsiveness
Customer Systems & Order Execution
- Manage day-to-day operational interactions with retail customer systems, including EDI/order flow monitoring
- Identify, escalate, and resolve order transmission failures, invoice exceptions, fulfillment issues, and system defects
- Coordinate with internal IT, customer service, and operations teams to resolve recurring process breakdowns
- Support eCommerce / direct fulfillment operational workflows as needed
Reporting & Performance Management
- Build and maintain dashboards and reporting to monitor:
- in-stock performance
- open orders
- fill rates
- OTIF/service levels
- exception management
- inventory health
- Analyze trends and identify root causes of performance issues
- Prepare weekly operational scorecards for leadership review
What We're Looking For
Required Experience:
- 4–8 years of experience in:
- Retail operations
- Customer supply chain
- Account operations
- Sales operations
- Vendor operations
- Customer service leadership
- Experience supporting major retailers preferred:
- Lowe’s
- Home Depot
- Ace
- Tractor Supply
- Similar big-box / home improvement retailers
Preferred Experience:
- Experience with store-direct fulfillment models
- Vendor/supplier-side retail experience
- Power BI / reporting experience
- ERP familiarity (Infor, SAP, Oracle, similar)
- Home improvement / building products experience
- Logistics
- Location: On-site at FSG HQ in Atlanta preferred (on-site or hybrid at other FSG locations considered)
- Schedule: Full-time, Monday to Friday.
- Travel: Light, under 10%, mostly to FSG facilities or customer sites.
Equal Opportunity
Fencing Supply Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.