Order Fulfillment Supervisor

BuyWander•Portland, OR

5h•$23 - $27•Onsite

About The Position

The Order Fulfillment Supervisor oversees BuyWander’s curbside order fulfillment process, managing the QA and Order Runner teams to ensure orders are accurate, complete, and ready quickly for customer pickup. The role monitors fulfillment KPIs, including maintaining an average customer serve time of under four minutes, and supervises curbside customer service and returns processing. The Supervisor also manages staffing, team development, operational workflows, reporting, and daily facility closing.

Requirements

Proven team management, supervisory, or leadership experience in a retail, warehouse, or logistics environment.
Demonstrated experience managing workflows and operational processes.
Strong analytical skills and experience monitoring KPIs such as units per hour (UPH) and serve time.
Excellent problem-solving and communication skills.
Proficiency with computers and inventory or order management software.
Strong 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.
Ability to stand and walk for extended periods, including moving between warehouse and curbside areas.
Ability to repeatedly lift, carry, and move up to 50 pounds throughout the day.
Ability to bend, stoop, and reach overhead frequently, and perform the listed movements and physical activities required for daily work.
Ability to work at a fast pace in a goal-driven environment.
Ability to communicate with others through talking, hearing, listening, and exchanging information.
Ability to work indoors and outdoors in varying weather and environmental conditions while following safety policies and taking reasonable precautions against heat- or cold-related illness.
Must reside and work in the United States and be legally authorized to work in the U.S. without current or future employer sponsorship.

Responsibilities

Supervise the QA and Order Runner teams and ensure personnel follow SOPs for quality assurance, curbside delivery, customer service, and returns.
Monitor team performance against key metrics, including customer wait time and online customer reviews.
Optimize warehouse and order fulfillment workflows so orders are ready before customers arrive for curbside pickup.
Set and manage staff schedules to align staffing with order volume.
Train, coach, and manage team member performance.
Foster a high-performance, safety-conscious, and productive work environment.
Oversee curbside delivery, including greeting customers at numbered parking spots, checking in orders, and loading merchandise.
Monitor average serve time and meet the target of under four minutes per customer.
Serve as the primary escalation point for curbside customer service issues, inquiries, and complaints.
Ensure customer interactions are positive, professional, and prompt.
Manage curbside returns and exchanges in accordance with company policies and ensure accurate inventory adjustments.
Oversee quality assurance for fulfilled orders before they are staged for curbside pickup.
Track and report fulfillment and curbside KPIs, identifying opportunities for continuous improvement.
Act as the person in charge of closing the facility each day and follow SOPs for a safe, organized closing.