Operations Supervisor
Overview:
We are seeking a dynamic and experienced Operations Supervisor to join our team. The Operations Supervisor will play a pivotal role in overseeing daily operations of our online yarn shop, ensuring efficiency, productivity, and adherence to company policies and procedures. They will also oversee operations for our small in-person shop located in the front of our warehouse. This role requires strong leadership skills, the ability to manage a diverse team, and a keen eye for process improvement within the context of an e-commerce environment. The ideal candidate will be highly organized, detail-oriented, and possess excellent communication skills.
Responsibilities:
- Supervise Daily Operations: Directly oversee day-to-day operations of the online yarn shop, including order processing, fulfillment, and customer service, to ensure smooth and efficient operations.
- Team Management: Lead, manage and be accountable for operations staff, including order fulfillment leads and specialists, customer service representatives, and warehouse staff, providing guidance, support, and performance feedback to drive individual and team success. (This role is adjacent to the Inventory Coordinator who manages our inventory needs.)
- Manage scheduling: Determine staffing needs and schedule coverage accordingly taking into account special product launches as well as our picker/packer’s schedules.
- Process Improvement: Identify opportunities for process improvement within the online retail environment and implement effective strategies to enhance operational efficiency, streamline workflows, and optimize resource utilization.
- Quality Assurance: Maintain high standards of product quality and service excellence, ensuring accurate order fulfillment, timely shipment, and prompt resolution of customer inquiries or issues to uphold customer satisfaction and loyalty.
- Performance Tracking and Reporting: Develop and maintain operational metrics and KPIs specific to e-commerce operations (as well as our physical location) to track performance, analyze trends, and generate insightful reports for management review, identifying areas for improvement and strategic decision-making.
- Customer Service: Collaborate with customer service teams to address customer inquiries, resolve issues, and ensure a positive online and in-person shopping experience, maintaining a customer-centric approach and fostering brand loyalty.
- Shipping and Logistics: Coordinate shipping and logistics operations for out bound orders including carrier selection, shipping rates negotiation, and order fulfillment optimization, to ensure timely and cost-effective delivery of orders to customers.
- Budget Management: Assist in developing and managing operational budgets for the online and physical yarn shop, tracking expenses, and identifying cost-saving opportunities to optimize resource allocation and achieve financial objectives.
Qualifications:
- Bachelor’s degree in Business Administration, E-commerce, Operations Management, or related field; or equivalent work experience.
- Proven experience in operations management or supervisory role, preferably in e-commerce or retail.
- Strong leadership abilities with demonstrated success in leading and developing high-performing teams in an online retail environment.
- Excellent problem-solving skills with a strategic mindset and ability to think critically and analytically within the context of e-commerce operations.
- Exceptional organizational skills with the ability to prioritize tasks and manage multiple projects simultaneously in an online retail setting.
- Effective communication skills, both verbal and written, with the ability to interact confidently with individuals at all levels and across various digital platforms.
- Proficiency in e-commerce platforms (e.g., Shopify), Microsoft Office Suite, and familiarity with operations management software and tools.
- Flexibility to adapt to changing priorities and work under pressure in a fast-paced online retail environment.
Benefits:
- Competitive salary commensurate with experience.
- Health Insurance Reimbursement account.
- 401K.
- Paid time off and holidays.
- Professional development and training opportunities.
- Employee discounts.
Job Type: Full-time
Pay: $55,000.00 - $64,000.00 per year
Benefits:
- 401(k)
- Employee discount
- Health insurance
- Paid time off
- Professional development assistance
Schedule:
- 8 hour shift
- Monday to Friday
- Weekends as needed
Experience:
- operations: 1 year (Preferred)
Ability to Commute:
- West Lebanon, NH 03784 (Required)
Ability to Relocate:
- West Lebanon, NH 03784: Relocate before starting work (Required)
Work Location: In person