Description
The DTC Fulfillment Supervisor is responsible for the overall leadership, management, and performance of all DTC Fulfillment systems and processes. As the leader of the DTC Fulfillment process, you will be expected to run and optimize the people, processes, and systems to successfully promote growth, financial performance, and provide an environment that makes ShipCalm a place people want to work. The DTC Fulfillment supervisor is expected to lead the warehouse DTC Fulfillment team generating a high-functioning, highly competent team that is able and empowered to work efficiently and effectively. We believe our teams are the key to our success and the DTC Fulfillment Supervisor's most important function is to build and lead strong, amazing teams.
We are a dynamic, fast-growing business that requires openness to new ideas and a willingness to let the best idea come from anyone. The DTC Fulfillment Supervisor is the epicenter between our customers, warehouse execution, and our corporate leadership team and must be able to lead through complex, ambiguous, changing environments. This role provides critical structure and prioritization for the DTC Fulfillment workcenter, including allocating resources to meet ShipCalm's standards of quality including on-time and accuracy to meet our Service Level Agreements (SLA). ShipCalm runs the Entrepreneurial Operating System [EOS] for business which provides structure and tools we use throughout our business.
Responsibilities for this role
The following list are items that we expect team members in this role to be responsible for doing on a daily basis:
- Oversee the daily execution of DTC Fulfillment coordination, including the direction, assignment, and workload of the DTC Fulfillment process.
- Oversee the daily execution of Picking, Packing, and Shipping, including the direction, assignment, and supervision of DTC Fulfillment Associates within the work centers.
- Ensures adherence to ShipCalm picking, packing and shipping SOPs
- Resolve picking, packing, and shipping exceptions
- Organization and assignment of body of work to floor associates
- Understanding and prioritization of activity within context of meeting SLA
- High engagement and collaboration with the operations team (OpX) and Brand Operations team around DTC Fulfillment questions, concerns, statuses, etc.
- Direct collaboration and engagement with Warehouse General Manager (GM) and other support leadership for daily execution strategy, resource allocation, and material demand.
- Manage employee schedules, enforcing company and warehouse policies and procedures
- Actively listen to team members and stakeholders, ensuring effective follow-through on commitments and tasks
- Uphold and promote the company's core values in all interactions and decision-making processes
- Ensure adherence to safety protocols and maintain a safe working environment for all team members
- Effectively navigate Google and Microsoft suite of products, WMS, and related systems, as well as coach others in doing the same
- Leverage technology to optimize DTC Fulfillment operational performance
Accountabilities for this role
The following list are items that we expect team members in this role to be accountable for:
- Lead: Be a positive, contributing member to the Warehouse Leadership Team
- Lead: Create an environment and circumstances in which others can succeed at a high level.
- Manage: Effective execution of the established daily work load
- Manage: Complete accurate billing data
KPIs for this role
The following key performance indicators (KPI's) are metrics that this role is being held accountable to and are the metrics that will be utilized in performance evaluations and incentive planning:
- DTC Fulfillment process throughput
- Daily Order Lines Picked Per Picking Labor Hour
- Daily Order Lines Packed Per Packing Labor Hour
- Daily Orders Shipped Per Shipping Labor Hours
- Daily Order Accuracy Success %
- Daily Order Shipments As % Of Ready (% Of Current Demand)
- SLA Success Rate
- Customer Specific DTC Fulfillment Performance
Skills, Certifications & Technology Expectations
The following list of specific skills and technology expectations with various competency levels are expected of this role:
- Project Management: Moderate
- Problem Resolution/Handling: High
- Navigate ambiguous and/or complex situations: High
- Navigate fast-paced work environment: High
- Technical Acumen: WMS - High
- Technical Acumen: 3rd Party Platforms - Moderate
- Technical Acumen: Communication Channels - High
Reporting Manager Role
This role reports to: Warehouse General Manager