Supervisor, E-Commerce Fulfillment in Vernon, California at Lucas Museum of Narrative Art
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Job Description
Reporting to the Assistant Manager, Warehouse, the Supervisor, E-Commerce Fulfillment leads the daily execution of direct-to-consumer fulfillment operations, ensuring online customer orders are processed accurately, efficiently, and in accordance with service standards. This role leads the fulfillment staff, optimizes workflows, and supports a seamless customer experience from order placement through delivery and returns.
The Supervisor is responsible for maintaining high standards of order accuracy, shipping timeliness, inventory integrity, and customer satisfaction while achieving productivity goals in a fast-paced retail environment. This position partners closely with retail experience and retail operations teams to resolve fulfillment challenges, improve processes, and support the growth and evolving needs of the eCommerce business.
Supervise daily eCommerce fulfillment operations, including order picking, packing, shipping, replenishment, and returns.
Monitor order flow to ensure accurate, timely, and efficient fulfillment.
Partner with the Warehouse Manager on staffing, labor allocation, and operational priorities during peak periods and promotional events.
Ensure shipping documentation, carrier labels, tracking information, and orders are processed accurately and in compliance with standards.
Maintain inventory accuracy by resolving discrepancies and partnering with Inventory Control on variances.
Maintain organized, safe, and efficient fulfillment workspaces.
Safely operate company vehicles and transport merchandise between warehouse, retail, and offsite locations.
Plan delivery routes, communicate updates, and maintain required vehicle inspections and documentation.
Support receiving, replenishment, cycle counts, and inventory movement as needed.
Monitor fulfillment performance metrics, including order accuracy, productivity, turnaround time, backlog management, and shipping timeliness.
Resolve fulfillment issues, shipping delays, damaged orders, and customer escalations promptly and professionally.
Ensure a positive customer experience through quality packaging, order presentation, and delivery execution.
Support continuous improvement initiatives to enhance operational efficiency, scalability, and customer satisfaction.
Train, coach, and support fulfillment staff on procedures, safety, productivity, and service standards.
Collaborate with Retail Operations and other cross-functional teams to address inventory, order, and operational needs.
Communicate operational updates, risks, and delays to leadership.
Ensure compliance with company policies, safety procedures, OSHA requirements, and fulfillment best practices.
Participate in operational planning and the implementation of new processes, systems, and tools.
2+ years of warehouse, fulfillment, distribution, or eCommerce operations experience, preferably within a high-volume retail environment
Valid driver’s license and a clean driving record required
Working knowledge of safe driving practices and transportation compliance requirements
Previous supervisory, team lead, or shift leadership experience preferred
Familiarity with eCommerce platforms, order management systems (OMS), warehouse management systems (WMS), and shipping software
Strong understanding of fulfillment workflows, inventory management practices, and shipping operations
Ability to prioritize tasks, manage competing deadlines, and adapt quickly in a fast-paced environment
Strong analytical, organizational, and problem-solving skills with high attention to detail
Effective communication and interpersonal skills with the ability to lead and motivate teams
Proficiency with Microsoft Office and operational reporting tools preferred
Ability to lift and move merchandise and remain active throughout scheduled shifts as operationally required
Flexible availability including evenings, weekends, holidays, and peak business periods as needed
Commitment to Diversity, Equity, Inclusion, Accessibility, and Belonging (DEIAB) and creating welcoming experiences for all guests and team members.
Passion for supporting efficient retail operations that align with the Museum’s mission, brand, and values
Analytical Rigor:Simplifies complex problems by using critical thinking to evaluate problems, gathering information, incorporating multiple perspectives, understanding causes, andidentifyingbest-possible solutions. Invests time in planning, discovery, and reflection to drive better decisions and more efficient implementations. Adopts an audience-centric approach, understanding the needs of the audience and incorporating them, asappropriate, into the decision.
Courageous Communication:Intentionally works well with others both on the team and cross-functionally to achieve individual, team, department, or organizational goals.Values diverse input and working with others as a way to achieve the best output possible.
Collaborative Excellence:Displays courage when handling difficult conversations and genuinely and intentionally communicates. Relays key messages effectively, targeted to specific audiences.Identifiesothers' communication styles and perspectives, adjusting language and approach accordingly. Employs active listening to understand, rather than reply. Asks for, integrates, andvaluesfeedback from team, peers, and leaders.
Adaptive Resilience:Thrives and grows in a rapidly changing and complex environment. Displays flexibility, activates networks, and adopts a continuous growth mindset to learn from mistakes and bounce back from adversity.
Inclusive Interaction:Actively contributes to an environment in which all employees feel a sense of belonging, valued for their differences and empowered toparticipateand contribute freely.
$29.61 - $34.03 an hour