The Supervisor role will coach and support the success and development of our fulfillment warehouse business. This role will supervise all aspects of the warehouse operation and interact with customer/client support representatives to assist in the resolution of issues or inquiries. The role will report to the Warehouse Manager. This is an onsite role in the New Castle, Delaware facility.
Manage inquiry, dispute and problem resolution
- Identify problems/ root cause to issues and implement process or technical resolution to support related tickets
- Improve overall customer satisfaction
- Manage a small team of resources, facilitating operations, and managing customer satisfaction and issue resolution
- Prepare and complete performance-based action plans for improvement
- Identify, define, and implement business process changes to improve the overall efficiencies
Customer service and interaction
- Ability to prioritize multiple projects and tasks at the same time
- Proactive communication with customers
- Update and inform when needed and to help resolve issues with client support team
- Educate/Communicate with customers on all things new and of possible interest to them
- Proven track record of customer satisfaction and operational excellence
- Strong Leadership & Communication experience with small team of 10-20 team members
- Exceptional business communication skills
- Participate in the continued development of the company and its culture
- Commitment to Core Values, Personal Accountability
- Committed to the Company’s Success, eager to learn and team player
- Maintain 100% adherence within department on all company policies
Operational activities
- Performing Inventory audits, counts, etc.
- Warehouse activities to assist the operations team and may consist of the following:
– Reaching, extending hands and arms in any direction
– Standing, at times for extended periods of time
– Walking, moving about on foot to accomplish tasks
– Pushing, using upper extremities to press against something with steady force in order to thrust forward, downward, or outward
– Lifting, raising objects from a lower to a higher position or moving objects horizontally from position-to-position
– Light work, exerting up to 55 pounds of force occasionally
Qualifications, skills and competencies
- Associate or Bachelor Degree
- 2-5 Years Experience: Supervising of Fulfillment – Receiving, Picking, Packing, Parcel Carrier Management
- Troubleshooting and creative-problem solving skills
- Ability to show an advanced level of effective communication (all forms)
- Exceptional leadership and team-building skills
- Ability to manage multiple priorities and teams in a very fast-paced, dynamic environment