Supervisor of Logistics and Fulfillment

Independent Health•Buffalo, NY

3d•$65,000 - $77,500

About The Position

The Supervisor of Logistics and Fulfillment will lead the logistics, transportation, and fulfillment functions to ensure efficient, compliant, and cost-effective delivery operations. This role will oversee team performance, operational execution, service quality, and workforce management while driving continuous process improvement and achieving established service and operational goals. The Supervisor will closely partner with cross-functional pharmacy and operations leaders to align workflows, optimize fulfillment strategies, and support a seamless patient and provider experience. The role will also oversee vendor relationships, shipping performance, compliance adherence, issue resolution, and logistical operations to ensure timely product delivery and high levels of customer satisfaction. Through leadership, coaching, and performance management, the Supervisor will foster a productive, engaged team, focused on operational excellence and service delivery.

Requirements

Associates degree required. An additional two (2) years of experience will be considered in lieu of degree.
Four (4) years of pharmacy technician experience in a high-volume pharmacy or logistics experience required.
One (1) year of progressive leadership/management responsibility required.
Ability to lift to 40 lbs.
Excellent communication skills with the ability to influence and work cross functionally.
Leadership skills to include training, coaching, listening and conflict management.
Ability to apply problem-solving methodology to logistical problems and service schedules.
Ability to research and utilize novel platforms to aid in problem solving.
Excellent analytical and process management skills.
Proven examples of displaying the Reliance values: Collaborative, Accessible, Results-Oriented, Empowering, and Supportive.

Nice To Haves

Experience in a specialty pharmacy or mail order pharmacy preferred.

Responsibilities

Communicate operational updates, priorities, and expectations to support team performance and service goals.
Oversee daily workflow, schedules, staffing assignments, and workload distribution to ensure operational efficiency and achievement of service levels.
Address performance or attendance concerns in a timely and consistent manner.
Coach, mentor, and develop team members to enhance performance, service quality, and professional growth.
Ensure pharmacy workflow processes (drivers and logistics) are efficient and in compliance with pharmacy regulations and accreditation standards.
Help resolve issues identified by the operations or pharmacy team in a timely manner to limit patient or other customer disruption.
Oversee proper maintenance of patient records and delivery logs.
Provide ad hoc and regular reports to finance and leadership to assess performance of delivery cost reduction strategies.
Ensure delivery routes are created to maximize deliveries and that drivers are adequately trained.
Ensure drivers are adhering to appropriate maintenance schedules and vehicles are kept clean and orderly daily.
Ensure progress note documentation where necessary, review of workload through progress note and call analysis, and monitor delivery driver volume throughout the day to adjust as necessary.
Ensure appropriate follow up of delivery issues including but not limited to reviewing deliveries set up for the most appropriate shipping method, tracking deliveries to ensure they have been delivered, and coordinating retrieval and documentation of delivery exceptions.
Implement and assess cross-training of other pharmacy personnel to ensure logistics and fulfillment goals are met during periods of leave or time-off.
Ensure adherence to all policies, including accreditation standards.
Monitor and proactively manage shipment exceptions, including delays, damaged shipments, temperature excursions, delivery failures and carrier issues.
Investigate root cause of logistics exceptions and implement corrective and preventive actions. Ensure all exceptions are documented accurately and resolved in accordance with company policies.
Ensure replacements are tracked and followed appropriately by the logistics team.
Maintain current technical knowledge base regarding Reliance Rx’s contracts and benefits and working knowledge of policies and procedures through updating manuals, filing e-mails and other department protocols.
Maintain knowledge of logistics, shipping, delivery management, communication, and operational software platforms, with the ability to learn and effectively utilize new technologies and systems.
Assist in information gathering for pharmacy audits.
Assist Patient Care Specialists and operations and pharmacy team in an as-needed function.
Apply conflict resolution skills to ensure Reliance Rx’s patients understand policies and procedures.
Ensure HIPAA compliance with order preparation and shipping.