Supervisor of Logistics and Fulfillment

Independent Health Association•Buffalo, NY

7d•$65,000 - $77,500

About The Position

The Supervisor of Logistics and Fulfillment leads logistics, transportation, and fulfillment functions to ensure efficient, compliant, and cost-effective delivery operations. The role oversees team performance, operational execution, service quality, workforce management, vendor relationships, shipping performance, compliance, and issue resolution while driving continuous improvement and meeting service and operational goals. The Supervisor partners with pharmacy and operations leaders to align workflows, optimize fulfillment strategies, and support a seamless patient and provider experience. Through leadership, coaching, and performance management, the Supervisor fosters an engaged team focused on operational excellence and service delivery. The role manages daily workflow, schedules, staffing, delivery routes, shipment exceptions, driver training and vehicle maintenance, documentation, reporting, and cross-training. It also supports pharmacy audits and colleagues as needed, maintains technical and policy knowledge, and ensures compliance with pharmacy regulations, accreditation standards, company policies, and HIPAA requirements.

Requirements

Associate degree required; an additional two years of experience may be considered in lieu of the degree.
Four years of pharmacy technician experience in a high-volume pharmacy or logistics experience required.
One year of progressive leadership or management responsibility required.
Ability to lift up to 40 pounds.
Excellent communication skills and ability to influence and work cross-functionally.
Leadership skills including training, coaching, listening, and conflict management.
Ability to apply problem-solving methods to logistical problems and service schedules.
Ability to research and use novel platforms to aid in problem-solving.
Excellent analytical and process-management skills.
Demonstrated examples of Reliance values: Collaborative, Accessible, Results-Oriented, Empowering, and Supportive.

Nice To Haves

Experience in a specialty pharmacy or mail order pharmacy.

Responsibilities

Communicate operational updates, priorities, and expectations to support team performance and service goals.
Oversee daily workflow, schedules, staffing assignments, and workload distribution to maintain efficiency and meet service levels.
Address performance and attendance concerns consistently and promptly.
Coach, mentor, and develop team members to improve performance, service quality, and professional growth.
Ensure pharmacy driver and logistics workflows are efficient and comply with pharmacy regulations and accreditation standards.
Resolve issues identified by operations or pharmacy teams in a timely manner to limit disruption to patients and other customers.
Oversee maintenance of patient records and delivery logs.
Provide regular and ad hoc reports to finance and leadership to assess delivery cost-reduction strategies.
Create delivery routes that maximize deliveries and ensure drivers are adequately trained.
Ensure drivers follow vehicle maintenance schedules and keep vehicles clean and orderly.
Ensure necessary progress-note documentation; review workload through progress notes and call analysis; and monitor driver volume throughout the day, adjusting as needed.
Follow up on delivery issues, including selecting appropriate shipping methods, tracking deliveries, and coordinating retrieval and documentation of delivery exceptions.
Implement and assess cross-training of pharmacy personnel to meet logistics and fulfillment goals during absences or time off.
Ensure adherence to policies and accreditation standards.
Monitor and manage shipment exceptions, including delays, damaged shipments, temperature excursions, delivery failures, and carrier issues.
Investigate root causes of logistics exceptions and implement corrective and preventive actions.
Ensure exceptions are accurately documented and resolved according to company policies.
Ensure replacements are tracked and followed up by the logistics team.
Maintain current knowledge of Reliance Rx contracts and benefits, and working knowledge of policies and procedures by updating manuals, filing emails, and maintaining department protocols.
Maintain knowledge of logistics, shipping, delivery management, communication, and operational software platforms, and learn and use new technologies and systems effectively.
Assist with gathering information for pharmacy audits.
Assist Patient Care Specialists and operations and pharmacy teams as needed.
Use conflict-resolution skills to help Reliance Rx patients understand policies and procedures.
Ensure HIPAA compliance in order preparation and shipping.