Service Supervisor, Full Time - 59th Street

Macy's•New York, NY

3d•Onsite

About The Position

The Service Supervisor provides overall support, leadership, and technical expertise to the store fulfillment effort. The role monitors fulfillment activity and reporting, supports customer satisfaction with fulfillment services, coaches the fulfillment team, and helps ensure orders are completed accurately and on time. The supervisor partners with store leadership to address deficiencies and maintain fulfillment standards, including fill rate, ship speed, service-level, and quality targets.

Requirements

High school diploma or equivalent required.
Strong interpersonal skills and proven ability to communicate and share information with diverse groups of customers and peers.
Resourcefulness and 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 around the store or department.
May be required to reach, crouch, kneel, stoop, and use 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, observe performance, and provide in-the-moment coaching.
Review SPManager each morning to confirm prior-day work is complete.
Review the Picked Not Shipped report and ensure picks reach the Wrap & Pack area promptly and work is distributed appropriately.
Use the Fulfillment Forecast to schedule work and distribute associates.
Schedule the early shift to complete and confirm overnight BOPS/SDD picks by 9:30 a.m.
Schedule the closing shift to complete and confirm BOPS/SDD picks placed one hour before closing and to pack and meter shippable orders one hour before closing.
Notify the BM if picks are not reaching the collection area promptly or if the collection area is being used as a dump zone.
Help the Wrap & Pack team understand timely completion and prioritization of BOPS/SDD work to achieve the two-hour SLA.
Coach team members to seek assistance from Specialists or Managers for a second look at Not Found items.
Require team members 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 for floor follow-up toward 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.
Work toward 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 targets.
Pack and meter all sends the same day to meet ship-speed standards.
Ensure collection areas are swept hourly and merchandise is transported to the Wrap & Pack area.
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 confirm all orders are complete and there are no open picks or unactioned items.
Ensure the team is trained, competent, and efficient.
Train and require team members to follow Wrap & Pack standards by FOB and inspect sends for quality 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 fulfillment reporting and monitoring, including SPManager, Dashboard, and Myship.
Publish prior-day results by FOB to selling-floor leadership to support understanding of best practices.