Service Supervisor, Full Time - 59th Street

Bloomingdale's•New York, NY

3d•$18 - $60•Onsite

About The Position

The Fulfillment Supervisor provides overall support, leadership, and technical expertise to the store fulfillment effort, including monitoring and reporting on fulfillment operations and ensuring customer satisfaction with fulfillment service. The role works alongside the fulfillment team to coach associates, organize workloads and schedules, monitor order progress, and help achieve service, quality, fill-rate, ship-speed, and defect-rate standards. The supervisor also supports consistent wrapping, packing, and metering; trains team members in fulfillment and quality standards; and provides technical guidance to selling-floor leadership on fulfillment reporting and monitoring tools. The role partners with store leadership to identify deficiencies and improve fulfillment practices.

Requirements

High school diploma or equivalent.
Strong interpersonal skills and proven ability to communicate and share information with diverse groups of customers and peers.
Resourcefulness and the ability to adapt quickly to changing priorities.
Ability to work independently and as part of a team.
Ability to work a flexible retail schedule, including days, evenings, weekends, and/or holidays.
Ability to stand and walk for prolonged periods.
May involve reaching, crouching, kneeling, stooping, and color vision.
Frequent use of computers and other technology, including handheld equipment and cash registers, and ability to process register transactions.
Ability to frequently lift or move up to 25 pounds.

Responsibilities

Work alongside the fulfillment team, observing and coaching associates in the moment.
Review SPManager each morning to verify prior-day work is complete, check the Picked Not Shipped report, and ensure picks reach Wrap & Pack promptly and workloads are completed.
Use the Fulfillment Forecast to schedule work and distribute it among associates.
Schedule shifts to ensure overnight BOPS/SDD picks are completed and confirmed by 9:30 a.m., and that closing work is completed before the team leaves.
Communicate delays in moving picks to the collection area or misuse of that area to the BM.
Help Wrap & Pack associates understand timely BOPS/SDD completion and prioritize work to meet the two-hour SLA.
Coach team members to seek assistance from Specialists or Managers for a second look at Not Found items.
Require the team to pick and confirm BOPS/SDD orders on the floor as they are picked.
Review SPManager throughout the day and communicate open items to the BM and Manager On Duty to help achieve the 90% fill-rate standard.
Identify and train a designated owner to perform required activities during the supervisor’s off hours.
Partner with the leadership team to identify and address deficiencies.
Ensure timely and accurate completion of BOPS pickups to achieve at least a 90% fill rate and a two-hour SLA.
Ensure consistent wrapping, packing, and metering of store and fulfillment sends, following quality assurance and packing standards by FOB.
Achieve ship speed of 90% in zero or one day and a defect rate below 0.3%.
Use SPManager, Dashboard, and Myship to meet fill-rate, ship-speed, and defect-rate goals.
Pack and meter all sends the same day to meet ship-speed standards.
Ensure collection areas are swept hourly and merchandise is transported to Wrap & Pack.
Match Individual Product Chits for multiple-unit orders and ensure they are sorted, matched, and scanned to create invoices and packing chits.
Monitor SPManager hourly to ensure no BOPS/SDD orders remain open or unactioned.
Review the SPManager Dashboard at the end of the day to verify all orders are complete, with no open picks or unactioned items.
Ensure the team is well trained, competent, and efficient.
Train team members to follow Wrap & Pack standards by FOB and inspect sends for quality assurance issues to minimize defects.
Communicate substandard findings to the DM, SM, or BM to support understanding and use of best practices.
Provide technical expertise and in-the-moment training to selling-floor leadership on reporting and monitoring with SPManager, Dashboard, and Myship.
Publish prior-day results by FOB to selling-floor leadership to support understanding of best practices.