Web Fulfillment Supervisor

Web Fulfillment Supervisor Job Summary The University Campus Store is seeking a Web Fulfillment Supervisor to oversee the University Campus Store web fulfillment, processing, and customer care center, located within the Campus Store. This is a temporary position that is expected to end by November 15, 2024. Under the direction of the E-Commerce Manager, this position is responsible for supervising the Store's web fulfillment and customer care center. Job duties include supervising a team of web fulfillment associates, ensuring orders are processed accurately and promptly, and maintaining high standards of customer satisfaction. The teams managed by this position include our order processing, inventory management, and customer service teams. This position will ensure seamless coordination between departments to maintain high standards of customer satisfaction. This position requires strong leadership skills, a customer centric approach, and the ability to effectively supervise cross-functional teams. The University of Utah is the state's public flagship institution and a top-tier research university. The University Campus Store is the retail arm of the University and is consistently ranked in the top 15 of institutionally run campus stores in the nation. We serve over 40,000 students, faculty, and staff along with millions of visitors each year. At the University Campus Store, we are dedicated to supporting the mission of the University, including its foundational values of Belonging, Campus Safety, Health and Well-Being, Sustainability, and Academic Freedom. We are dedicated to supporting these values and preparing students for lives of impact as leaders and citizens. We believe in the responsible stewardship of our intellectual, physical, and financial resources, ensuring the long‐term success and viability of the institution. We are looking for staff who can support this mission and provide a welcoming and engaging experience to the Campus Store and to University students, faculty, staff, and guests. What does a successful candidate look like Supervisor experience - You will provide clear and consistent direction and support to your direct reports, plan schedules, and delegate responsibilities to achieve maximum performance. Customer service skills - You will listen to customer feedback (internal and external), monitor service standards, and promptly address problems. Communication skills - You will communicate clearly, both verbally and in writing, to your colleagues and provide direction, support, and training as needed in your areas of expertise. Organizational skills - You will demonstrate excellent time management skills, work well in a fast-paced environment, multitask, and keep customer priorities, staff duties, and operational processes organized. Culture - Through mentoring and by example, you will cultivate a supportive and inclusive work environment where all staff, customers, and visitors have a sense of belonging in the Store. In the addition to salary, the University of Utah prides itself in our total benefit package, including but not limited to the following: 11 paid Holidays per year 14.2% employer contribution to retirement, where you pay nothing. Free UTA public transportation pass Basic Life Insurance provided up to $25,000. 50% tuition reduction for employee, spouse, after 6 - 12 months of employment and dependent children after 3 years of full-time employment Health coverage options that are both affordable and allow for access to care through the University of Utah health system. Paid parental leave (in addition to FMLA), if qualified Professional development opportunities Options for short-term and long-term disability insurance, supplemental life insurance, and HSA / FSA savings plans are available. Employee discounts on a variety of products and services including cell phones & plans, entertainment, health and fitness, restaurants, retail, and travel. Responsibilities Lead and supervise teams of web fulfillment and customer care associates, providing guidance, support, and training as needed. Delegate tasks and responsibilities effectively to ensure the timely processing of orders, resolution of customer inquiries, and adherence to performance targets. Oversee the end-to-end process of order fulfillment, including order processing, product selection, packaging, and shipping. Supervise customer care associates in handling customer inquiries, concerns, and complaints through various channels, including phone, email, and chat. Ensure timely and satisfactory resolution of customer issues, maintaining a high level of customer satisfaction and loyalty. Implement and enforce quality control procedures to guarantee the accuracy and condition of products being shipped. Conduct regular audits of fulfillment and customer service processes to identify areas for improvement and ensure compliance with company standards. Track key performance indicators (KPIs) related to order fulfillment and customer service, such as order accuracy, on-time delivery, response time, and customer satisfaction metrics. Analyze data and performance metrics to identify trends, assess departmental performance, and implement strategies for improvement. Continuously evaluate and streamline fulfillment and customer service processes to increase efficiency, reduce costs, and enhance the overall customer experience. Collaborate with cross-functional teams to implement new tools, technologies, or workflow enhancements that optimize operations and drive customer satisfaction. Minimum Qualifications Associate degree in a business-related field or equivalency (one year of education can be substituted for two years of related work experience); two years full-time customer service; supervisory experience or equivalency; and demonstrated effective human relations and communication skills required. Bachelor’s degree in a business related field and cash handling experience preferred. Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description. Preferences Strong understanding of order fulfillment processes, inventory management, and logistics operations. Excellent organizational skills with a keen attention to detail and accuracy. Effective communication and interpersonal skills, with the ability to collaborate across departments and levels of the organization. Proficiency in using inventory management software and other relevant tools. Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities. Demonstrated problem-solving abilities and a proactive approach to process improvement. Special Instructions Requisition Number: PRN38030B Full Time or Part Time? Full Time Work Schedule Summary: M-F, 40 hours per week, some late nights, weekends and holidays. Department: 00435 - University Campus Store Location: Campus Pay Rate Range: $17.00 - $21.00 DOE Close Date: 6/21/2024 Open Until Filled: No To apply, visit https://utah.peopleadmin.com/postings/162183 jeid-095f1f87b9c6e844bfe47b822fa98512