Position Summary:

The Fulfillment Supervisor is responsible for ensuring that assigned accounts meet service expectations by managing resources, aligning team capabilities, and maintaining operational standards. This role acts as the primary point of contact for client communication, addresses any deviations in processes, and ensures adherence to company policies and values.

Key Responsibilities:

• Oversee that assigned accounts meet Service Level Agreements (SLAs) by effectively managing and allocating resources.
• Ensure that installed capacity is sufficient to meet demand requirements.
• Guarantee that team members are well-trained to perform required operational processes.
• Present performance indicators to management on a regular basis.
• Act as the single point of contact with clients to resolve any process deviations or SLA compliance issues.
• Address issues using root cause analysis tools to maintain operational efficiency.
• Verify and review that account-specific checklists are 100% validated to prevent errors and defects.
• Oversee administrative processes for team members under their supervision.
• Meet internal performance indicators based on Profitability, Operational Excellence, Clients, and Talent standards.
• Ensure OKR (Objectives and Key Results) are in place and cascaded to team members.
• Confirm that all necessary operational supplies are available.
• Ensure adherence to safety, handbook, and EHS policies, and that the team observes them properly.
• Select and develop team members based on the strengths required for each position.
• Promote and embody the organizational culture within the team and actively encourage alignment to company values.
• Enforce organizational values and practices, ensuring team discipline.

Qualifications:

Over 3 years of prior experience in e-commerce or manufacturing, with responsibilities at a mid-management level.

Requirements:

• Strong leadership and communication skills.
• Experience in managing operational teams and client relations.
• Ability to analyze and solve problems using structured methodologies.
• Knowledge of SLA management and capacity planning.
• Commitment to safety, compliance, and organizational values.
• Over 3 years of experience in dynamic environments with constant changes, maintaining direct contact with clients.
• Prior experience leading teams of over 50 employees.
• Lean and/or Six Sigma tools.
• Strong Excel and data analysis skills are required, along with proven analytical and problem-solving abilities.
• Proficiency in ERP or WMS systems.
• Headcount calculation.
• Desirable knowledge in logistics and import/export.
• Inventory management knowledge.
• Desirable knowledge in line balancing and/or process design.