Fulfillment Supervisor
Overview
As a Fulfillment Supervisor, you will lead the assembly and fulfillment team in providing our customers with the highest quality product in a safe and efficient manner.
Location
This role is located at our New Jersey Distribution Center, with less than 5% travel to other company locations, including NYC and California.
Reporting
This role reports to the Distribution Center Director.
Role Description
As a leader of the Fulfillment Team, you will own all aspects of receiving customer orders and efficiently and accurately fulfilling those orders, ensuring that we provide our customers the greatest possible experience at the lowest possible cost.
Areas of Responsibilities
● Conduct trainings for Fulfillment team on new product launches, practices, and new process with sign-off and assessment.
● Ensure customers receive their order(s) in a timely manner.
● Manage team schedules and attendance and work with the Director of Fulfillment to adjust labor as needed.
● Manage and coach team to be as effective and efficient as possible and hold team accountable on performance, attendance, and safety measures.
● Follow & coach on standard safety practices.
● Print and disperse order packs, including shipping labels, to team.
● Ensure standards are followed for picking, order preparation, and packing.
● Prevent bottlenecks throughout the prep, pack, and closing process.
●Document and report incidents and disciplinary actions to the Director of Fulfillment and People Operations
●Escalate potential issues that may affect the fulfillment of orders (safety, deliveries, inventory, etc.)
●Communicate with Customer Experience team on customer satisfaction needs
●Communicate and escalate backorder products to the Customer Experience and Procurement teams
●Collaborate with Warehouse team on restocking and managing product supply throughout the fulfillment center
●Collaborate with Inventory team on managing count of direct fulfillment materials such as: soil, rocks, cacti mix, care cards, filler pack, excelsior, diatomaceous earth, reindeer moss, twine, all stickers, tissue paper, wet wipes, all types of necessary mailers, mini succulent materials, ink toner and rubber bands
●Collaborate with Special Projects & Shop Drop team with fulfilling in store and online store needs
●Process and sort returns within 48 hours on arrival
Key Traits & Qualifications
●3+ years of experience in fulfillment, light manufacturing, and/or warehousing; preferably at a customer-centric retailer or company
●A thoughtful people leader with at least 1 year leading teams; Has a passion for people development and a knack for motivation
●Metrics-oriented, knowing what to measure and how. You draw insights from data to understand where performance is strong and where there are opportunities to improve
●Enjoy working in a fast-paced and ever-changing environment
●Strong attention to detail; innate business acumen
●A team player that is comfortable providing feedback, innovating, and getting their hands dirty
●Flexible schedule, weekend availability
Our Core Values
CUSTOMER HAPPINESS why we exist
● We place the quality of the customer experience at the core of all we do.
● We act in the service of our promise: Plants Make People Happy.
ALWAYS A STARTUP even when we get big
● We are excited to tackle big problems and change the world. We lead before we follow.
● We pride ourselves on achieving a lot with a little.
● We are optimistic, and have a can-do attitude.
● We are committed to the brand vision.
GROWTH just like our plants
● We are individually focused on learning and leveling up.
● We seek out feedback and expect radical candor.
● We take risks and we’re not afraid to invent, innovate, or flat out fail*.
● We are open minded and welcome diversity—of people and ideas.
● And when the time is right, we give away our legos.
* so long as we learn from the experience
TEAM BEFORE ME
● We are all responsible for The Sill’s success.
● We hold ourselves accountable. What we take on, we own until it is completed.
● We bring up issues quickly and professionally, and have tough conversations respectfully.
● We only get there together.
THE GOLD STANDARD
● We are rigorous in our work.
● We don’t accept inaccuracy or indecisiveness.
● We back up our actions with data, facts, and expertise.
● We communicate clearly and follow processes.
● We take time to understand the implications of our actions by thinking things through to the end.