Fulfillment Supervisor, Customer Operations

Weezie•Austell, GA

8d•Onsite

About The Position

Weezie is seeking a Fulfillment Supervisor to lead customer-focused fulfillment operations at its Austell fulfillment center. Reporting to the Fulfillment Manager, D2C, this role owns orders and workflows outside the standard fulfillment process, including customer changes and cancellations, expedited orders, white-glove handling, returns, and return-to-senders. The supervisor acts as the fulfillment point of contact for the Customer Experience team, helping ensure requests are handled promptly and accurately and that issues are resolved. The role leads a Fulfillment Lead and associates and shares daily floor oversight with two peer Supervisors. It partners with Customer Experience, Supply Chain & Inventory, and Business Systems to improve processes, tools, and people operations in support of the customer experience. The role also supports WMS and ERP rollout, adoption, training, and optimization. The position is onsite at Weezie’s Austell fulfillment center. During non-peak periods, hours are Monday through Thursday, 8:00 a.m.–5:45 p.m., and Friday, 8:00 a.m.–12:00 p.m. During peak seasons, supervisors rotate shift coverage, including some Saturday operations.

Requirements

2–4 years of leadership or operations experience in customer service, fulfillment, logistics, retail, hospitality, or another customer-facing, process-driven environment.
Communicate directly and calmly with customers and colleagues, delivering answers, decisions, and feedback without delay.
Be organized, comfortable with processes and shifting priorities, able to set clear direction, and follow through.
Demonstrate high standards for quality and attention to detail, take ownership, work independently, and use sound judgment amid ambiguity.
Be hands-on, dependable, and willing to lead by example alongside the team.
Be positive, solution-oriented, customer-minded, and attentive to the connection between execution and customer experience.
Be comfortable with ERP, WMS, and customer service platforms, and willing to use new tools, including AI and LLMs, to improve quality and efficiency.
Be authorized to work in the United States without current or future employer sponsorship.
Successfully pass a background screening as a condition of employment.

Nice To Haves

Experience with returns, customer service, personalization, or embroidery.

Responsibilities

Serve as the single fulfillment point of contact for Customer Experience, own the exception request queue, and maintain response-time standards.
Manage order interception for changes, cancellations, and expedited orders, including embroidery and fulfillment cutoffs and order-status visibility.
Manage exceptions staging so flagged orders are visible, prioritized, and resolved.
Contact customers to resolve missing customization details, suspected typos, duplicate orders, and other exceptions.
Track expedited and high-touch orders through production to ensure customer commitments are met.
Coordinate regularly with CX leadership on volume, trends, and exceptions, and identify improvements to processes, tools, and the website.
Own the customer returns workflow from receipt and inspection through disposition and triggering refunds and credits within SLA.
Manage internal stock returns from retail, trunk shows, and photo shoots, including inspection and preparation for restocking.
Monitor return-to-sender volume and aging; work with CX on address corrections and reshipment or refund decisions; escalate root causes.
Lead, coach, and develop the Fulfillment Lead and associates through clear expectations, real-time feedback, and accountability.
Plan labor and priorities across work areas to support timely, efficient execution.
Share daily floor oversight with peer Supervisors and rotate opening and closing shifts during peak periods.
Lead by example, enforce SOPs, and reinforce product quality, customization standards, workplace organization, and operational discipline.
Support WMS and ERP rollout, adoption, training, and optimization.