Order Fulfillment Supervisor

Department:
Order Fulfillment

Reports To:

General Manager

Location:

Minneapolis (Plymouth), MN

The Order Fulfillment Supervisor is responsible for overseeing all aspects of the curbside order fulfillment process at Buy Wander, 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.

• 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.

• 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.

• 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.

• Proven experience in team management, supervision, or leadership within a retail, warehouse, or logistics environment.
• Demonstrated experience managing workflow and operational processes.
• Strong analytical skills with experience monitoring Key Performance Indicators (KPIs) such as UPH and serve time.
• Excellent problem-solving and communication skills.
• Proficiency with computers and inventory/order management software.
• Strong focus on accuracy and attention to detail.
• Ability to follow instructions, work independently, and communicate effectively with supervisors and team members.
• Ability to pass a criminal background check.

This role involves sustained physical activity throughout the shift. The following are bona fide requirements of the position:

• Ability to stand and walk for extended periods throughout the shift, including movement between the warehouse and curbside area.
• Ability to lift, carry, and move up to 50 pounds repeatedly throughout the day.
• Ability to bend, stoop, and reach overhead frequently.
• Ability to work at a fast pace in a goal-driven environment.
• Position requires seeing, hearing, use of hands and fingers, sitting, standing, walking, reaching, twisting, turning, kneeling, bending,…