WinPro Pet: From Undocumented Chaos to a System That Scales
How Proximity Outsourcing placed an Operations Manager that gave a fast-growing pet wellness brand back its CEO’s time — and recovered inventory that had been quietly disappearing for years.
The Challenge: Everything Defaulted to the CEO
Before Proximity Outsourcing placed Colleen with WinPro Pet, the biggest pain points were fulfillment and internal process. Customers were not consistently getting orders on time, and internally there was no documentation at all — no SOPs, no audit trail, no clear ownership of issues. Everything defaulted to the CEO.
“There wasn’t one dramatic moment so much as what I found when I came in.”
Colleen was onboarded as the problem solver of the team, so the first thing she did was a full audit across the company’s sales channels — Amazon, Shopify, and Walmart. That audit uncovered a barcode discrepancy on two of WinPro’s SKUs that had been sitting in the system for years. Nobody caught it because nobody was auditing.
Once Colleen dug into it, she found it was tied to units going missing or lost in transit. She opened cases with Seller Central, recovered a meaningful volume of missing inventory, and used the whole thing as the push to properly document and fix the company’s processes — which lined up with the move to a new 3PL.
What Was Built: From Zero Documentation to a Full Operating System
WinPro has asked to keep specific revenue figures internal, but the operational shift is easy to measure:
1. A complete SOP library built from scratch
covering fulfillment, escalations, listing changes, and channel operations — where zero documentation existed before.
2. A four-tier escalation model adopted across the whole team
So everyone knows exactly how issues flow and who owns what.
3. A full 3PL migration led end to end
From vendor selection through go live, including freight pickups, kitting setup, and B2B/EDI onboarding — delivered on schedule.
4. Inventory recovered through Seller Central cases
That would otherwise have stayed lost, all traced back to that barcode discovery.
The shift started showing within Colleen’s first month and compounded from there.
The Result: A Promotion That Says More Than Any Dashboard
If there’s one metric that mattered most, it isn’t on any dashboard. WINPRO bought out Colleen’s contract and brought her on as a direct hire within her first year, with a path toward a Director of Operations role.
“I think that says more than any dashboard number could.”
Day to Day: The Biggest Change of All
Before, every concern in the company was directed to the CEO. He was involved in everything, which made him the bottleneck by default.
Now Colleen sits as the layer between the team and him. Most issues get solved before they ever reach his desk, backed by the SOPs and the escalation model. His own feedback is that he can finally focus on the critical decision making he should be doing, because he knows someone is taking care of the rest.
The Unexpected Win
The unexpected win was the barcode discovery and the successful 3PL transition. Colleen came in expecting to build the process, not to uncover a years-old issue that was quietly losing the company inventory.
“Finding and fixing that early built a lot of trust and set the tone for everything after.”
Colleen is the remote professional that Proximity Outsourcing placed for Tim Mitchum, President of WinPro Pet.
Ready to achieve the WinPro Pet level of operational excellence?
Contact Proximity Outsourcing today to learn how our outsourced managers can quickly diagnose pain points, implement robust systems, and deliver sustainable improvements—so your business can focus on growth, not grunt work.