Order Fulfillment Supervisor (Full Time)
Department: Order Fulfillment
Reports To: General Manager
Location: Minneapolis (Plymouth), MN
Job Summary
The Order Fulfillment Supervisor is responsible for overseeing all aspects of the curbside order fulfillment process at BuyWander, ensuring a seamless and efficient experience for customers picking up pre-placed orders. This includes managing the Order Runner teams, making sure orders are accurate, complete, and fulfilled quickly. This role involves rigorous KPI monitoring, especially maintaining an average customer serve time of under 4 minutes. The Supervisor will also supervise curbside customer service and returns processing. The ideal candidate will possess strong team management, customer service skills, and operational workflow optimization experience.
Responsibilities
Team Management and Workflow Optimization:
- Supervise and manage the Order Runner teams, ensuring all personnel adhere to Standard Operating Procedures (SOPs) for curbside delivery, customer service, and returns.
- Monitor team performance against key metrics, including customer wait time and online customer reviews.
- Optimize internal warehouse and order fulfillment workflows to ensure orders are ready and waiting before the customer arrives at the curbside.
- Set and manage staff schedules to ensure optimal staffing for order volume.
- Provide training, coaching, and performance management to team members.
- Foster a high-performance, safety-conscious, and productive work environment.
Curbside Delivery and Customer Service:
- Oversee the curbside delivery process, which involves staff greeting customers at numbered parking spots, checking in their orders, and loading the merchandise.
- Monitor and manage the key performance indicator (KPI) of Average Serve Time, with a strict target of under 4 minutes per customer.
- Serve as the primary point of escalation for curbside customer service issues, inquiries, and complaints.
- Ensure every customer interaction is positive, professional, and prompt.
Operations and Reporting:
- Manage the processing of curbside returns and exchanges, ensuring compliance with company policies and accurate inventory adjustments.
- Oversee the process for all fulfilled orders before they are staged for curbside pickup.
- Track and report on fulfillment and curbside KPIs, identifying opportunities for continuous improvement.
- Act as the Person-In-Charge of closing the facility each day, following all SOPs to ensure a safe and organized closing.
