Job Description

Description

The Product Support Supervisor contributes as a highly functioning associate & is responsible for

being a direct source of daily team support to ensure efficient and precise order preparation &

shipment of sample orders/replacement part requests. The position ensures an outstanding customer

experience in the fulfillment process.

Requirements

ROLES AND RESPONSIBILITIES

• Leadership: Directly manages assigned associates & timecard accuracy. Ensure all department objectives are met. Provides  necessary coaching & corrective action to team members. Identifies opportunities for process improvements to increase accuracy, reduce waste, & optimize workflow.
• Order Management: Oversee daily sample/replacement part fulfillment, including material cutting, cleaning, labeling, packaging, and shipment. Address & rectify open order discrepancies to ensure customers receive the intended products.
• Expedited Shipping: Accelerate processing of aged orders to enhance delivery speed.
• Inventory Monitoring: Conduct cycle counting, rectify operational discrepancies, and report inventory issues to management. Document product movements and develop reports for their functional areas.
• Customer Issues: Handle and find resolutions for escalating customer concerns.
• Return Management: Handle returned material inventory and undertake necessary repackaging or un-assembling.
• Safety: Abide by all environmental and safety regulations.
• Training: Participate in ongoing training and development to ensure updated skills and product knowledge.
• Quality Assurance: Maintain adherence to company-established order preparation and quality standards.
• Other Duties: Participate in additional warehouse tasks as required and perform other relevant duties as assigned by the management.

REQUIRED SKILLS/ABILITIES

• Organizational Skills: Demonstrated ability to organize tasks and manage time efficiently.
• Technical Proficiency: Adequate knowledge of various computer software, including Outlook, CRM, Windows, and UPS software.
• Communication: Effective interpersonal skills and ability to communicate across various organizational levels.
• Autonomy: Ability to work independently and as part of a cohesive team.

EDUCATION AND EXPERIENCE

• Education: Requires a high school diploma or equivalent. College degree preferred. 
• Experience: 2-3 years of relevant supervisor’s experience in order fulfillment or a related field preferred. Forklift and cut saw experience beneficial.
• Work Authorization: Authorized to work in the US. 

PHYSICAL REQUIREMENTS 

• Movement: This role demands continuous mobility and standing. Occasionally involves tasks such as stooping, kneeling, crouching, and handling boxes. 
• Lifting: Ability to lift and move items weighing up to 50 lbs.