Manager, Customer Pickup Operations

Four Hands•Austin, TX

About The Position

Join one of the fastest growing, most dynamic companies in the furniture industry. For over 25 years, Four Hands has been a leading designer and wholesaler of furniture and décor, helping people create spaces that feel like home. Recognized on the Inc. 5000 list of fastest-growing companies and named one of Austin’s Top Workplaces year after year. We invest in exceptional people — with a team of over 800 and growing — fostering our employees’ careers and celebrating them at every step of the way. Four Hands is where passion meets purpose and where your next chapter begins. The Manager, Customer Pick Up Operations oversees customer pickup fulfillment, inter-facility transfers, and large-piece order coordination across multiple locations, ensuring units are accurately staged, transferred, and ready for pickup at Harmony. This role manages CPU movements from Woodward, oversees Large Piece Orders at Airport Logistics, and drives operational efficiency while serving as the primary escalation point for customer issues and partnering with Showroom Leadership, Sales Operations, and cross-functional teams to deliver a seamless customer experience.

Requirements

Minimum of 5+ years of warehouse or distribution experience, with at least 4 years in a supervisory role
Proficiency in Warehouse Management Systems and Microsoft Office (Word, Excel, PowerPoint)
Strong organizational and analytical skills with the ability to maintain productivity in a fast-paced, high-pressure environment
Experience coaching, training, and leading teams by example
Ability to lift 50 lbs repeatedly and assist with items up to 225 lbs; forklift experience or certification preferred but trainable
Ability to operate manual and electric material handling equipment, including hand trucks, forklifts, and order pickers
Flexible to work overtime as needed

Responsibilities

Oversee Harmony customer pickup operations, ensuring CPUs are received, staged, and ready for scheduled pickup windows
Maintain organized and customer-ready staging areas to support a smooth and professional experience
Monitor order accuracy, pickup readiness, and on-time performance, resolving issues related to missing, delayed, or damaged items
Coordinate CPU transfers from Woodward to Harmony, ensuring schedules, staging, and documentation meet timelines and resolving any discrepancies
Oversee Large Piece Orders at Airport Logistics, ensuring oversized or complex orders are staged, protected, and prepared for pickup or downstream delivery
Coordinate handling, transportation, and readiness requirements for large-piece orders while monitoring workflow efficiency, safety, and space utilization
Ensure all CPUs, transfers, and Large Piece Orders are accurately processed, scanned, and tracked in the WMS, maintaining inventory integrity and resolving discrepancies
Lead, coach, and support supervisors, coordinators, and associates across CPU and LPO operations
Set daily priorities, balance workloads across multiple locations, and communicate operational status and risks to leadership
Partner with Showroom Leadership, Sales Operations, Warehouse, Transportation, and Customer Service teams to proactively address customer needs, manage expectations, and drive continuous improvement initiatives
Other duties as assigned, in accordance with training and qualifications
Uphold the Core Values and be a valuable member of the Four Hands Team
Be open and honest
Reach for excellence
Act with responsibility
Value the whole person
Enjoy the journey
Supervise and lead 10 employee(s), with accountability for performance, development, and delivery outcomes
Provide ongoing coaching, targeted training, and mentorship to develop team members’ capabilities, ensuring skills and knowledge align with role expectations and evolving business needs
Monitor team performance, provide feedback, and ensure that company policies and procedures are followed
Promote a positive and collaborative team environment, encouraging employee engagement and teamwork
Foster strong communication within the team, ensuring clarity of roles, expectations, and goals
Identify and address skill gaps or performance issues promptly, implementing development opportunities and support plans as needed
Encourage innovation by involving team members in problem-solving and process improvement initiatives